Customer Service Response
The Quality Assurance
department of a leading
medical device manufacturer was struggling with
responding to customer complaints in a timely
manner. As this
potentially impacted the company’s
revenue stream, it was critical that
this bottleneck be addressed. Our Principal facilitated a review and
reengineering of the existing business processes to identify the
underlying reason for the problem. Under her leadership, one existing 30
day duration process was reengineered to be completed in just 7 days –
a 76% reduction in time.
"Several of Sharon's
suggestions were very different to me - she kept me focused on the end
result and to think out of the box."
- D.V., Quality Assurance, leading medical device manufacturer
Process Alignment Across
The Reliability Assurance department at a large
medical device manufacturer was evaluating alternative software
solutions for one of their data collection systems. Sharon reviewed the
business strategies and processes for the department, comparing them
with those of their counterparts in other business units. Although the
same software system was not selected, the project resulted in
closer process alignment
of the departments across the corporation.
“Sharon has offered suggestions and been a
good sounding board for other's ideas."
- R. Roy, Reliability Assurance, large medical device manufacturer
Software Vendor Selection
Operations group of a large pharmaceutical company was faced with
replacing the infrastructure supporting their Help Desk and other
operational departments. Insightful Solutions was engage to lead a
vendor selection process to satisfy both the near term needs of the
organization, but also those anticipated over the coming five years. The
initial requirements and evaluation were conducted ahead of time and
under budget, and resulted in the
selection of an application to meet all the organizations needs.
"The analysis was very well done and
resulted in the selection of a comprehensive package that has turned out
to be a perfect fit for the organization."
- Jim Adams, Executive Director - IT, Watson Pharmaceuticals
Evaluation of Project
The Program Management Office of a specialty
pharmaceutical company needed a better process for reviewing and
evaluating submitted business and technology project requests against
the corporate strategy. Sharon led a reengineering project to define a
new process based on industry best practices, resulting in both
quantitative measures for management to use in determining which
projects to approve, as well as strong communication mechanisms to
enhance responsiveness to customers.
“Sharon did a great
job for us when she was here late last year and early this year. I would
gladly have her back.”
- Ben Warren, Director of PMO, Watson Pharmaceuticals
More client testimonials