Case Study:
Transforming Facilities Management
for a Pharmaceutical Company
Challenge
A leading pharmaceutical company aimed to deploy a new commercial model for facilities management (FM) across its make and non-make sites in EMEA, with the objective of standardizing its service model and transforming the workplace experience for its employees.
The program, which operated under a Vested agreement, covered 827 counties and over 136 sites
Our Approach
Commissioned as a trust partner to both the supplier and buyer, with the program management of the transformation across EMEA.
Our support focused on key areas to achieve the desired outcomes:
Stakeholder Mapping and Engagement: Conducted a detailed stakeholder mapping exercise to identify key influencers, assess concerns, and tailor communication strategies.
Structured Communication Planning: Developed a communication plan specifying the types of communication, target audiences, channels, and frequency to maintain clarity and consistency across multiple countries.
Managing Sensitive Communications: Collaborated with senior leads to handle sensitive communications, ensuring alignment with broader organizational messaging and the careful handling of delicate information.
Vested Model Implementation: Facilitated the relationship between the buyer and supplier, ensuring alignment on the outcomes-based contract.
Robust program Governance: Established a comprehensive governance model, providing weekly reports to C-suite leadership on performance, milestones, and risks. Coordinated biweekly program status calls with over 50 site and functional leads to manage local complexities effectively.
Risk Management and Milestone Tracking: Designed a risk management framework and optimized the project schedule for tracking milestones, resource allocation, and scenario planning, allowing for proactive risk identification and mitigation.
Developed a Playbook for Future Deployments: Created a comprehensive playbook that captures best practices, governance models, and standardized procedures to support future FM deployments, setting the foundation for consistent and efficient rollout strategies.
Results
The FM transformation delivered substantial results over a 12-month period:
FM service deployment across 27 countries, ensuring consistent service quality and transforming the workplace experience.
Value case $11.5 million, delivered, demonstrating a strong return on investment.
Aggressive timelines met without major delays, ensuring operational efficiency and service continuity.
Upskilling of deployment PMOs, in transformation processes, equipping the organization with long-term program management capabilities.
Adoption of governance model as a standard for future deployments setting a benchmark for the company’s global rollout strategies.
The combination of the Vested model, robust governance, and strategic communication ensured the successful execution of the FM transformation, driving sustainable improvements in workplace experience and operational performance across the organization.
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