Tackling Product Quality And Safety Issues Through Global Collaboration

In today's global business landscape, companies often encounter unexpected challenges that require rapid adaptation to maintain service quality. This was the case for a major corporation with a significant presence in the U.S. and a key regional hub in Sydney, Australia, serving the JAPAC (Japan, Asia-Pacific) region.

Between late 2022 and 2023, the client experienced a surge in product quality complaints and device safety issues, creating a dual challenge: ProPharma faced a capacity strain due to the increased volume of urgent cases, while the client struggled with rising costs. Recognizing the urgency, ProPharma implemented a strategic approach focused on expanding operational capacity, improving efficiency without compromising quality, and reducing costs. The solution involved a collaborative effort, combining the expertise of the Australian team with offshore teams in India and the Philippines. This strategy not only optimized resource allocation but also harnessed global strengths to deliver exceptional client service.

This case study delves into ProPharma's response, detailing the development and execution of the tiered support system, its results, and the significant impact of this global collaboration on capacity, efficiency, and cost management. Explore how business agility, international teamwork, and sustained excellence were achieved in the face of adversity.