Challenge –
A leading pharmaceutical company is faced with prolonged cycle times in processing quality investigation (QI) records, a crucial component of its escalation process. The cycle time measures the duration between the awareness of a product complaint and its resolution, a timeline that has grown increasingly lengthy. This delay poses significant risks, particularly in scenarios requiring rapid response, such as the fight against COVID-19.
An efficient escalation process is vital for detecting critical errors and implementing necessary corrective actions. However, the sheer volume of records, the complexity of information, and the coordination required across multiple teams make this process heavy and prone to delays. These inefficiencies can have severe repercussions, including compromised product quality, delayed responses to critical issues, and potential adverse effects on both the company’s reputation and the health of its customers. A streamlined and effective approach is urgently needed to mitigate these risks and ensure timely resolution of quality issues.