Case Study

Commercial Operations Processes Baseline Survey

How Infotech Global enhanced their client's commercial operations by gaining a comprehensive understanding of their current processes through a Commercial Operations Processes Baseline Survey.

For a leading medical device company that develops innovative therapies in segments such as cardiovascular, and surgical technologies to provide a wide range of products and services to healthcare professionals and patients worldwide.

The Objective

1. Establish a baseline of current commercial operations processes, including tasks and estimated time allocation.

2. Identify effectiveness of processes between businesses and Commercial groups.

The Methodology

The survey was designed to capture detailed information on various aspects of our client’s commercial operations, focusing on:

  • Task Identification and Allocation
  • Time Management
  • Process Efficiency
  • Inter-departmental Collaboration

Participants: The survey was distributed to employees globally across different departments, including sales, marketing and commercial operations.

Data Collection: A mix of quantitative and qualitative questions was used to gather data. Responses were collected over three weeks to ensure a comprehensive dataset.

Key Findings

1. Task Identification and Allocation

  • Baseline Established: The survey identified key tasks within commercial operations, such as lead generation, customer onboarding, and support ticket resolution. Time allocation for these tasks was documented, establishing a baseline for future comparisons.
  • Time Allocation: Employees reported spending a significant portion of their time on administrative tasks, highlighting potential inefficiencies.

2. Process Efficiency

  • Strengths: High efficiency was noted in the lead conversion process and customer support responses.
  • Areas for Improvement: Bottlenecks were identified in the handoff process between teams. leading to delays in customer onboarding.

3. Inter-departmental Collaboration

  • Strengths: Strong collaboration was reported within individual business units.
  • Areas for Improvement: There was a clear need for improved communication and collaboration between business units.

Recommendations

Based on the survey findings, the following recommendations were made:

  • Implement Time Tracking Tools: Introduce advanced time tracking tools to provide accurate data on task allocation and time management.
  • Streamline Administrative Tasks: Automate administrative tasks to reduce time spent on non-core activities and increase focus on customer-facing processes.
  • Enhance Handoff Processes: Develop and implement standardized handoff protocols between teams to minimize delays and ensure smooth customer onboarding.
  • Foster Inter-departmental Collaboration: Establish regular inter-departmental meetings and shared goals to improve collaboration between business units.

Conclusion

The Commercial Operations Processes Baseline Survey provided our client with valuable insights into its current operations. By addressing the identified areas for improvement and leveraging the company's strengths, our client can enhance its commercial operations and maintain a competitive edge in the market.
This case study underscores the importance of establishing a baseline for current processes and continuously seeking improvements to drive operational excellence.