This document has been produced to provide ideas to one of the global players during an interview during the summer of 2012. The proposed strategy gives a step by step road map that could be followed in order to grow into a mature quality unit within the healthcare vertical of a global LSP player

1. Global Healthcare Quality Framework in a a
Global LSP
By Werner Stilmant
10/11/2012 1

2. Why this document
?
This document has been
produced to provide ideas to
one of the global players
during an interview during
the summer of 2012.
Global Healthcare Quality Framework in a Healthcare Vertical within an LSP 2

3. Goal and Vision
Providing support and knowledge to in- and external customers
in order to be able to deliver health care products on time and in
good conditions.
Creating awareness of patient safety by implementing and
continuously monitoring world wide directives, guidelines,
regulations and applicable laws related to the health care
industry.
Building a knowledgeable network of quality specialists within
the existing the Global LSP Network.
Supporting business cases by understanding customers
expectations and translating those expectations to the LSP
network.
10/11/2012 3

4. Steps to take
Assessing network by internal audits/business
Analyse assessments.
Generating Gap / Fit, SWOT analysis
Align with global strategy, budget and capabilities.
Plan
Prioritization of actions
Creating knowledgeable network of key stake
Create and holders.
Train
“Infecting” key players within the LSP network
Processes
Creating basic processes and train internal colleagues
Creating a structure and network where
Continuous continuous improvement is activated and
Improvement rewarded
4

5. Bridging Existing LSP Networks
Searching for Best in Class
Bench Marking for solutions
provided to different industries;
applicable to pharma customers
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6. Analyse
Focus
1. Business assessments / Audits
2. Knowledgebase assessment (who knows what ?/ Experiences ?)
3. Gathering global and local legislation/guidelines
4. Europe (later Asia and America’s)
5. Assessment of systems in place (traceability)
6. Networking within LSP organization
7. Communication on role of Head of Quality and support provided to
business
8. LSP website assessment (what is in and what is not?)
9. Customer profiles
OUTPUT
1. SWOT
2. GAP/FIT Analysis
3. Systems mapping
4. Best Practices
5. Mapping of key stake holders within and outside LSP’s health
care vertical
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10/11/2012 Healthcare Quality Framework in a Healthcare Vertical within an LSP 6

7. Plan
Focus
1. Global strategy assessment
2. Difference between nice to have and must haves
3. Communication and alignment with stake holders (creating
buy in)
4. Communication with customers (how to reach them and
assure them quality oversight is in place)
OUTPUT
1. Action list and project plan (including timelines and key
stake holders responsibility)
2. Global communication / Road map (Monthly newsletter to
stake holders)
3. Specifications on internal Quality Health Care SharePoint
(if possible)
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8. Create and Train Processes
Focus
1. Processes missing or to be fine tuned
2. Spreading knowledge base
3. Supporting local team in writing/fine tuning processes
4. Working together with IT on Quality Health Care Sharepoint
OUTPUT
1. SOP’s
2. Standard Quality Agreement
3. Standard Master Service Agreement
4. Training material
5. Training “road show”
SOP’s
Cold Chain
Pharmaceutical SC , development pipeline
6. Quality Health Care Manual
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10/11/2012 Healthcare Quality Framework in a Healthcare Vertical within an LSP 8

9. Continuous Improvement
Focus
1. Based on ISO processes reinforce/stimulate
2. LEAN concepts
3. Balance score card
learning and growth
internal business processes
customer perception
financial health
OUTPUT
1. Assigning Quality Label to hubs
2. Representing the LSP in Health Care focused working groups
(PCCIG (PDA), GAMP, GS1, etc)
3. Assigning “Health Care Specialist” title to employees /
including membership to “Global LSP Health Care Council”
4. Initiating “LSP’s Customer Advisory Board meetings” from a
Quality Point of View (less aggressive than sales oriented
meetings)
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10/11/2012 Healthcare Quality Framework in a Healthcare Vertical within an LSP 9

10. Global Inflation
Global Healthcare Quality Framework in an LSP
Healthcare Vertical
10/11/2012 10

11. Questions? More
Information?
Werner Stilmant
Werner.Stilmant@skynet.be
Global
10/11/2012 Healthcare Quality Framework in a Healthcare Vertical within an LSP 11