Global Pharmaceutical: Gaining Visibility Into Current Satisfaction Levels & Improvement Opportunities

Trascent > Case Study > Global Pharmaceutical: Gaining Visibility Into Current Satisfaction Levels & Improvement Opportunities

Challenge:
A global pharmaceutical sought to optimize its RE/FM service levels across a diverse set of facilities, as well as for different “customer” segments – including senior executive staff and other workspace occupants in its buildings.

Solution:
Trascent conducted enterprise wide research to assess the current state of RE/FM services and identify opportunities for performance gains and cost savings. Our team surveyed a representative sampling of more than 30,000 building occupants. Further, it conducted focus groups with senior executives – including VPs of operations and human resources, Directors of laboratory services, and Directors of manufacturing. A total of 15 different operating entities were represented in the study, with the goal of determining current satisfaction levels, future needs and expectations, and potential service issues. Follow-on analysis made clear that senior executives had vastly different needs and perspectives than did typical workspace occupants.

Results:
The findings were powerful in that they revealed overall satisfaction with current services and performance and clarified the need for a tailored and flexible RE/FM strategy to satisfy all stakeholders. But they also identified significant performance improvement and cost reduction opportunities in three specific areas – strategic space planning, supplier management and performance measurement. As a result, the company could chart a forward-looking course to optimize its RE/FM operation and improve it service to both executive staff and building occupants.