End-to-End Digitization of multiple Cross-functional Processes

Client : A foreign subsidiary of a global healthcare company

Service Offered : Process Improvement

Sector / Industry : Healthcare

Client
Context

The client is one of the global leaders in the eye-care industry, with operations in 24 countries and more than 8,000 employees globally.
With a worldwide presence, the client serves more than 60 million patients daily and plays a critical role on the global stage in providing ophthalmic products and surgical instruments.
The client’s Indian subsidiary markets its products at the Pan-India level and operates in major Indian cities.
Due to the complexity involved in managing end-to-end operation, along with the growing demand for being competitive while operating efficiently the client wanted to incorporate digitization within their cross-functional processes.

Client
Solution

  • The Nexdigm team began the project by understanding the client's Voice of the Customer (VoC). "As-Is" was done, which helped identify gaps and process loopholes and bottlenecks. This enabled us to pinpoint the key issues and inefficiencies and visualize an optimum solution.
  • The team held several brainstorming sessions with the client to streamline the process. A digitized end-to-end process through a workflow portal was proposed to induce efficiency and quality.

solution
Outcome

Overall, the Defects Per Million Opportunities (DPMO) rate was reduced from 100000 to 0, increasing the count of distributor claim raises by 33%.

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