Tài liệu Simplification and optimization round table discussion process of prn franchise of novartis viet nam

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business ------------------------------ NGUYEN VAN LOC SIMPLIFICATION AND OPTIMIZATION ROUND TABLE DISCUSSION PROCESS OF PNR FRANCHISE OF NOVARTIS VIET NAM MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City - 2019 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business ------------------------------ NGUYEN VAN LOC SIMPLIFICATION AND OPTIMIZATION ROUND TABLE DISCUSSION PROCESS OF PNR FRANCHISE OF NOVARTIS VIET NAM MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: DR. NGUYEN PHONG NGUYEN Ho Chi Minh City – 2019 SUPERVISOR’S REPORT ON THE THESIS PROPOSAL SUBMITTED FOR DEGREE OF MASTER of BUSINESS ADMINISTRATION The thesis proposal title: SIMPLIFICATION AND OPTIMIZATION ROUND TABLE DISCUSSION PROCESS OF PNR FRANCHISE OF NOVARTIS VIET NAM Student Name: Nguyen Van Loc Supervisor: Dr. Nguyen Phong Nguyen 1. General comments • Remarks on the student’s attitude: ........................................................................................................ ........................................................................................................ • Remarks on the assignment’s academic quality: ........................................................................................................ ........................................................................................................ 2. Overall assessment: Meet the requirement for submitting Not meet the requirement for submitting 3. Other remarks: - Did the student follow the report schedule? Yes, No Other ……………………………… - The Turnitin plagiarism percentage: Supervisor’s signature ABLE OF CONTENT EXECUTIVE SUMARY PART I - INTRODUCTION 1. Company background 2. Mission and Vission PART II - PROBLEM CONTEXT 1. Symptoms: 2. Symptom validation PART III - PROBLEM IDENTIFICATION 1. Problem definition 2. Problem validation PART IV – CAUSE VALIDATION AND CONSEQUENCES 1. Causes and cause validation 2. Consequences PART V – SOLUTION 1. Alternative solutions 2. Action plans for the organization 2.1. Evaluate and select the optimal solution 2.2. Define the objectives 2.3. Action plans PART VI – CONCLUSION PART VII – APPENDIX Executive summary Novartis is one of the top global pharmaceutical company based in Switzerland. In Viet Nam, Novartis representative office has 2 divisions: Pharma and Oncology. Pharma division is structured by 4 Franchises, PNR Franchise is responsible to promote PainNeuroscience- Respiratory products: Voltaren, Ultibro, Onbreez, PNR franchise has 4 FLMs and 29 MRs, performance in 2018 achieved 99.6% Objective: $13.6 mils, growth 22% versus 2017. The Symptoms is field force do not have much time in field to interact with HCPs. Current Field force’s time in the field: 50-60% is lower than Job requirement: 70%, one of the most important issues of Novartis is a lot of ineffective meeting, which takes a lot of time of all Novartis associate and not effective as expected. So it makes the Field Force use more time in the office and less time to meet customer. The current situation, PNR franchise of Novartis have to face with a challenge to be lack off time in field due to paperwork of RTD process, the cause is a long and complicated RTD process, the solutions are: Novartis will apply eP3 system to process and manage RTD activity, update the Salesforce system and change the process will help MR, FLM has more time on field to detail about product to HCPs to improve patient outcome. Thesis: Simplification and optimization Round table discussion process of PNR Franchise of Novartis Viet Nam Background information Company Introduction: Novartis is one of the top global pharmaceutical company based in Switzerland. We apply our innovation in science to support the society with the biggest health challenges. Novartis has a strong culture, focused strategy, and clear mission. All of which we expect will support to create the long-term value of our company, our shareholders and society. We recognize that our business depends on the innovation and the performance of our staff. Our values help guide the choices people make every day, and they define our culture and help us execute the Novartis strategy in line with our mission and vision. Novartis products reach more than 800 million people globally and we are finding innovative ways to expand access to our latest treatments. About 130,000 employees of more than 145 nationals work at Novartis around the world. Novartis vision is to be a trusted leader in changing the practice of medicine. Novartis is structured to deliver innovative products and respond to new opportunities and risks. Novartis Pharma Services AG (Vietnam) operates as a subsidiary of Novartis AG. In Viet Nam, Novartis representative office has 2 divisions: Pharma and Oncology. Pharma division is structured by 4 Franchises Novartis Pharma Services AG Oncology PNR Franchise Optha Franchise CVM Franchise I&D Franchise PNR Franchise Head Field Force FLM 1 Marketing FLM 2 FLM 3 FLM 4 7MR 7MR 6MR 9 MR FLM: First Line sales manager MR: Medical Representative (The job description of FLM and MR in reference) PNR Franchise is responsible to promote Pain- Neuroscience- Respiratory products: Voltaren, Ultibro, Onbreez, PNR franchise has 4 FLMs and 29 MRs, performance in 2018 achieved 99.6% Objective: $13.6 mils, growth 22% versus 2017. In 2019, performance objective is growth 23% versus 2018. Symptoms In the team meeting, Field Force (Salesperson included Medical representative (MR), First line Manager (FLM), Second line sales manager) shared that we are less time in the field to face customer to detail about Novartis product. Current Field force’s time in the field: 50-60% is lower than Job requirement: 70% In the WOMBAT workshop (Waste of money, Brainpower and time workshop) which is conducted on February 21, one of the most important issues of Novartis is a lot of ineffective meeting, which takes a lot of time of all Novartis associate and not effective as expected. So it makes the Field Force use more time in the office and less time to meet customer. I have already conducted the interview with 2 First Line Sales managers and 4 Medical representatives as below summarize Question 1. Beside facing customers, which task takes the most of your time? Problem Paperwork, - MR Tran Van Phuc (Ho Chi Minh, 1-year experience): team meeting meeting, travel and paperwork - MR Tran Thi En (Ho Chi Minh, 5 years): paperwork and training - Phan Thi Thanh Chau_ Hue ( Field Product specialist, 11 years): paperwork - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): travel time to another province and process activity Dau Hai Dang (Area Sales Manager, 4 Years): paperwork and meeting (Franchise and team weekly meeting, training...) Le Thi Tuong Vi ( Area Sales Manager_6 Years): event process 2. How much time does paperwork take from your daily tasks? Paperwork takes - MR Tran Van Phuc_ Ho Chi Minh: about 30% 30%-40% - MR Tran Thi En_ Ho Chi Minh: it takes a lot of time, about 30-40% working time of - Phan Thi Thanh Chau_ Hue ( Field Product specialist): I think it is about 35% of field Force, they have less time in the field (<70%_ - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): with requirement) me, it takes 2 halves of the day in a week Dau Hai Dang (Area Sales Manager_4 Years): it’s about 30-40% of my working time, sometimes I have to bring it to do at home in the evening or Saturday. Le Thi Tuong Vi (Area Sales Manager_6 Years): it’s about 30-35% 3. Which process take much of your time? With MR, RTD - MR Tran Van Phuc_ Ho Chi Minh: RTD process takes a lot of time process take their - MR Tran Thi En_ Ho Chi Minh: RTD time much - Phan Thi Thanh Chau_ Hue ( Field Product specialist): RTD is the most difficult process With First Line - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): RTD Sales Manager: RTD process Dau Hai Dang ( Area Sales Manager_4 Years): I have to review RTD document of all of my MR so it will take a lot of time from planning, get approval and after the process Le Thi Tuong Vi ( Area Sales Manager_6 Years): RTD process 4. Which process do you think we should simplify? Why? RTD process is - MR Tran Van Phuc_ Ho Chi Minh: RTD process because the GP more complicated and process is quite easy - MR Tran Thi En_ Ho Chi Minh: GP process because we do a lot of RTD is effective GPs more activities to - Phan Thi Thanh Chau_ Hue ( Field Product specialist): RTD is the most difficult process so if we simplify the RTD process, we will conduct it more in future engage customer than GP activities - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): RTD is more effective to engage the customer, high quality Dau Hai Dang ( Area Sales Manager_4 Years): in my point of view, we should simplify the RTD process because it takes a lot of time both MR and FLM Le Thi Tuong Vi ( Area Sales Manager_ 6 Years): RTD process because the process is so complicated 5. How much time does an RTD take from your part? With MR, It - MR Tran Van Phuc_ Ho Chi Minh: it’s about 2 days for 1 event takes 2 days/1 activity include contacting to Doctor who is the speaker - MR Tran Thi En_ Ho Chi Minh: it is about 2 days - Phan Thi Thanh Chau_ Hue ( Field Product specialist): RTD process With FLM: 2.5-3 hours/ 1 activity about 2 days - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): 1 day and a half Dau Hai Dang ( Area Sales Manager_4 Years): 3 hours to review and e-sign Le Thi Tuong Vi ( Area Sales Manager_ 6 Years): 2.5 hours and I have to follow up after to finish the event - Interview about Meeting: Question problem 1. How many meeting do you have in a week? What it is? MR: long time - MR Tran Van Phuc_ Ho Chi Minh: team weekly meeting Team - MR Tran Thi En_ Ho Chi Minh: team meeting and training... training meeting, - Phan Thi Thanh Chau_ Hue ( Field Product specialist): team meeting - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): team FLM: a lot of meetings: Team meeting Dau Hai Dang ( Area Sales Manager_4 Years): a lot of meeting, Team meeting, training, Franchise meeting, FLM sharing meeting, training, Franchise meeting, Le Thi Tuong Vi ( Area Sales Manager_6 Years): a lot of meeting, FLM sharing Team meeting, training, Franchise meeting, FLM sharing 2. How much time do you use for the meeting for a week? MR: - MR Tran Thi En_ Ho Chi Minh: a half of day Hours/week 4-6 - Phan Thi Thanh Chau_ Hue ( Field Product specialist): I think it is about a half of day for a team meeting/week and a half of day for FLM: training/ month - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): with me, it takes 2 halves of the day in a week Dau Hai Dang (Area Sales Manager_4 Years): a half of day for franchise meeting, half of the day for a team meeting and a half of day for another meeting Le Thi Tuong Vi (Area Sales Manager_6 Years): 8-12 hours/ week hours/week 8-12 - Interview about travel time: Question problem 1. How much time do you use to travel to work? Long time - MR Tran Van Phuc_ Ho Chi Minh: about 20 minutes/day to travel to - MR Tran Thi En_ Ho Chi Minh: 30 minutes/day another - Phan Thi Thanh Chau_ Hue ( Field Product specialist): with some accounts in Hue, it takes 15 minutes/day, I travel to Da Nang once/ 2 weeks, it takes 6 hours to travel 2 round province:23 hours/trip - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): in Dong Nai province, it takes not much time to travel, but I have to travel to Ba Ria 2 times/month. Each time is about 2 hours to travel. Dau Hai Dang ( Area Sales Manager_4 Years): average 40 minutes/day if I visit in HCM, and I travel to the province once/week, the travel time depends on the province Le Thi Tuong Vi ( Area Sales Manager_6 Years): 40-50 minutes/day, but I have to travel to Ha Noi 2 times/months, average 3 hours travel/trip 2. Do you suggest any solution should we use to reduce the travel time? Not - MR Tran Thi En_ Ho Chi Minh: I have no Idea effective - Phan Thi Thanh Chau_ Hue ( Field Product specialist): I think we should territory allocation review and restructure territory. - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): I do not know Dau Hai Dang (Area Sales Manager_4 Years): I think the current practice is ok, we do not need to change Le Thi Tuong Vi (Area Sales Manager_6 Years): we should change territory allocation, but in my opinion, it depends a lot of things: like the potential of territory, the skill of MR. 3. How many percentages of your meeting is an effective meeting? More than - MR Tran Thi En_ Ho Chi Minh: about 30% 50% - Phan Thi Thanh Chau_ Hue ( Field Product specialist): 40% meeting is - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): 20-30% ineffective Dau Hai Dang (Area Sales Manager_4 Years): 50% Le Thi Tuong Vi (Area Sales Manager_6 Years): 50% I also have conducted an interview with Ms. Ho Thi Thanh Van_ PNR Franchise head Question Problem 1. In the team meeting, our Mrs gave feedback that they have less time to meet customer due to 3 reason: paperwork, a lot of meeting and - Complicated event process travel time to the province, what is your opinion? - Ms. Thanh Van (Franchise Head, 3 years): It is a very serious issue - Ineffective because Facing customer to detail our products is the most important task meeting of Field force, we require it must more than 70% of working time. I think 2 reasonable issues is the event process and ineffective meeting. Travel time is not a big problem because we already consider carefully when we allocate the territory to maximize the efficiency of our resource Travel time is not a big problem 2. What do you think about the cause of ineffective meeting? - Meeting - Ms. Thanh Van: I think the meeting Owner needs to have clear owner is not Objective of the meeting, well-prepared and have good skills to lead a good skills meeting to follow the agenda and achieve the objective. One Important and task of meeting attendance is follow up after meeting, if we follow up preparation effectively, we will reduce the meeting frequency or length of meeting time. 3. About the event process, Field Force gave feedback that RTD has a complicated process and GP process is ok. What is your opinion? - Ms. Thanh Van: RTD is the most effective activities to help the doctor learn from another clinical experience, the process is complicated because we have interacted with the doctor. We are considering to review the RTD process to simplify but it still complies with our policy and Viet Nam government policy 3. Initial cause-effect map RTD process is the most impact Long travel time to another province: 2-3 hours travel time/trip More than 50% ineffective meetings MR: 4-6 hours team meeting or Training FLM: 8-12 Hours/week): team meeting, franchise meeting Field Force time in field: 60% (lower than job description 70%) A lot of Paperwork - Complicated RTD process (MR: 2 days, FLM: 2.5-3 hours/ event + a lot of RTD activities + Long and complicated process In the interview result, 3 potential problems of the symptom are Paperwork, meeting and travel time to account. - Paper works take 30% - 35% of working time of field Force, they have less time in field (<70%_ requirement), RTD process is more complicated and RTD is more effective activities to engage customer than GP activities, With MR, It takes 2-3 days/1 activity, with FLM: 2.5-3 hours/ 1 activity Number of activities in Pain-neuroScience- Respiratory Franchise (PNR) in Q1-19 FLM RTD FLM1 25 FLM2 20 FLM3 20 FLM4 22 Total 87 With the RTD process, it will take step by step in the attached RTD process in reference - Ineffective meeting: With MR, the meeting takes 4-6 hours/week and with FLM, it takes 8-12 hours/ week for the meeting. The cause are meeting owner is not good at meeting management skills, not well-prepared for the meeting, high meeting frequency, not achieve good meeting outcome. - Long time to travel to another province: 2-3 hours/trip for MR or FLM who responsible for an account in other provinces - Symptom consequence: + Time consuming: RTD will take more than 30% of working time of Field Force both MR and FLM, and Meeting takes 10-15% of their time, they will have less time in the field to detail Novartis product to the customer, it will affect the performance of PNR franchise (In 2018, PNR did not achieve the Objective: 99.6%) [1]. + Complicated process will make Field force less use this kind of activity to engage the customer, but in their point of view, this activities is one of the most effective. + Ineffective meeting not only take the time of attendance but also does not achieve the meeting objective, it is a wait of time, brainpower and money of the company. + Long time travel to the province will make Field force tired, less time to meet customer The first cause of the symptom is the Processes which are defined in terms of activities, tasks and functions or steps which may lead to business success. Processes use an organization's resources to provide definitive results". Any reduction in non-value added activities will lead to improved business performance [2]. According to the interview, Field Force think that RTD takes a lot of their time because the complicated process, a lot of supporting document, approval level and did not train carefully for Field force so affecting to MR skills to prepare the RTD document. When we deep-dive about the complicated process, field force gave feedback about the long approval process and payment process, difficult in preparing Approval form due to did not be trained Question problem 1. Why does RTD take a lot of your time to conduct this kind of A event? complicated process, a lot of - MR Tran Van Phuc_ Ho Chi Minh: complicated process form supporting document, planning to execution and post-event completion - MR Tran Thi En_ Ho Chi Minh: lack off training clearly about each approval level step and each document that we need to do - Phan Thi Thanh Chau_ Hue ( Field Product specialist): long process, - did not train carefully for Field a lot of supporting document - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): force so affecting time to get approval from Marketing, Medical affair manager, to MR skills Franchise head and compliance... Dau Hai Dang ( Area Sales Manager_4 Years): MR prepare not enough documents, a lot of steps need AM has to take care Le Thi Tuong Vi ( Area Sales Manager_6 Years): Complicated process, lack of training carefully 2. In the RTD process, which step do you think it is most difficult - Long approval and take time from yours? process - MR Tran Van Phuc_ Ho Chi Minh: I think it is preparing approval form and sent to Area Manager because of it quite difficult - - MR Tran Thi En_ Ho Chi Minh: I do not know Approval form prepare - Phan Thi Thanh Chau_ Hue (Field Product specialist): I think we should simplify the approval process. It really takes time - Payment process - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): payment process - Dau Hai Dang (Area Sales Manager_4 Years): Print out and get approved from each step - Le Thi Tuong Vi (Area Sales Manager_6 Years): follow the approval process The second cause is more than 50% of current meetings are ineffective meetings: According to the study of McNair [3] found that counterproductive meeting behaviors will lead to decreased employee engagement and increased emotional exhaustion, in another hand, good meeting behaviors will lead to increased engagement and decreased emotional exhaustion. According to the result of the interview, we will focus on review weekly team meeting both for MR and FLM, some sub causes are the meeting owner does not have good skill of meeting management, High meeting frequency, currently, a team meeting is run weekly. The reason for not good skilled meeting owner is lack of training from the company and all meeting owners do by their own experience and there is no guidance or support for meeting owner especially new managers. In the study of Joseph A. Allen [4] about Link pre-meeting communication to meeting Effectiveness, Well-prepared Pre-meeting was a significant predictor of meeting effectiveness. It is suitable with the result in the interview, meeting owner and participant have to prepare before joining the meeting, it will affect meeting effectiveness. Excessive meetings grind away at employee morale, dampen employee engagement and make businesses less productive [5] Question problem 1. Which meeting do you think we need focus to change? Team - MR Tran Van Phuc_ Ho Chi Minh: team weekly meeting meeting - MR Tran Thi En_ Ho Chi Minh: team meeting - Phan Thi Thanh Chau_ Hue ( Field Product specialist): team meeting - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): team meeting - Dau Hai Dang ( Area Sales Manager_4 Years): Team meeting - Le Thi Tuong Vi ( Area Sales Manager_6 Years): Team meeting and franchise meeting weekly 2. What do you think the current your team meeting should change - The facilitator/ - MR Tran Thi En_ Ho Chi Minh: Well-prepared, the owner need to meeting owner send agenda with a clear role of attendance and pre-work before the does not have meeting. good skill to lead - Phan Thi Thanh Chau_ Hue ( Field Product specialist): well-prepared the meeting - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, 1 year): focus and everyone needs to contribute to the meeting - not well- - Dau Hai Dang (Area Sales Manager_4 Years): we must improve our prepared before skills to lead a meeting, we need some guidance about meeting the meeting management Le Thi Tuong Vi (Area Sales Manager_6 Years): well-prepared and have good skill to lead the meeting, currently, we just lead a meeting by our own experiences The third cause is travel time, in the interview with field force, travel time will take 2-3 hours per trip and 2 trips a month, so total it takes 4-6 hours in some FLMs or MRs, with Field force who do not responsible for another province, it will not affect to them. In the interview with Franchise Head Thanh Van, the current allocation based on some critical criteria: the potential of territory, resources and travel route to optimize the allocation. So this cause will be less impact on the problem. 4. Updated cause-effect map With the symptom Field Force time in the field: 60% (lower than job description 70%), we will have some causes, firstly the cause on the complicated process of RTD, the second is many ineffective meeting and the last cause is long travel time. We build the updated cause-effect map as below.