Situation
To enhance strategic alignment and create consistent employee learning experiences, a global pharmaceutical company partnered with GP Strategies to create a new business process outsourcing (BPO) strategy and operating model. The new processes harmonized service delivery and ensured consistency in service design, delivery, support, and governance.
Solution
The BPO strategy established governance structures and learning disciplines. This created a solution consulting capability that drove standardization and delivered operational excellence in all learning operations service delivery activities for employees and managers.
The strategy focused on the key areas of consolidation, optimization of benefits, and acceleration. The new operating model:
- clarified responsibilities and handoffs
- streamlined and optimized work processes
- enhanced scalability
- promoted knowledge sharing
Results
- Labor savings will amount to $14.5 million over the five-year contract term.
- 145+ existing processes were streamlined, bolstering productivity across various functions.
- Performance metrics demonstrated processing time efficiency gains greater than 75%.
- Learning operations achieved their 100% SLA performance target immediately post-launch.
The new business process outsourcing strategy and operating model has been honored with a 2024 HCM Excellence Gold Award for Best Learning Strategy by the Brandon Hall Group.
