Redesign of the operating model for the field teams of a leading pharmaceutical company in LATAM to enhance its competitive position
“This collaboration established standards of operational excellence and a sustainable omnichannel strategy, positioning the organization for consistent growth across the region.”
Challenge
A leading pharmaceutical company in Latin America faced critical challenges that compromised its performance and regional growth, including:
The need to standardize processes, define clear metrics, and develop a scalable strategy was essential to ensure alignment and success across the region.
- Lack of focus on key clients.
- Inconsistent service levels across markets.
- Misaligned team structures.
- Absence of a robust omnichannel model.
The need to standardize processes, define clear metrics, and develop a scalable strategy was essential to ensure alignment and success across the region.
Solution
The project focused on redefining operational processes, driving technology adoption, and strengthening the omnichannel strategy through:
- Self-assessment with local teams: We implemented customized methodologies and tools to identify gaps, establish action plans, and monitor progress.
- Business and execution standards: We designed standardized processes and metrics to align execution across the region.
- Dashboards and monitoring: Creation of interactive dashboards for leaders at all levels to oversee implementation and ensure strategic consistency.
- Unified omnichannel strategy: We analyzed existing models, identified best practices, and designed a comprehensive regional approach.
Benefits to the Organization
The initiative delivered significant results:
- Strategic focus: Greater clarity on priority clients and consistent service levels across all regions.
- Standardization and performance culture: Introduction of clear metrics and incentive policies that promoted fairness and operational excellence.
- Productivity and cohesion: More aligned and effective field teams, supported by a scalable omnichannel strategy.
- Sustainable growth: Practical tools and solid frameworks ensuring regional alignment and long-term development.