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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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:. 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ABLE OF CONTENT EXECUTIVE SUMARY PART I - INTRODUCTION 1. Mission and Vission PART II - PROBLEM CONTEXT 1.
Symptom validation PART III - PROBLEM IDENTIFICATION 1. Problem validation PART IV – CAUSE VALIDATION AND CONSEQUENCES 1. Causes and cause validation 2. Consequences PART V – SOLUTION 1.
Action plans for the organization 2. Evaluate and select the optimal solution 2. Define the objectives 2. Action plans PART VI – CONCLUSION PART VII – APPENDIX LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 Pain- Neuroscience- Respiratory products: Voltaren, Ultibro, Onbreez, PNR franchise has 4 FLMs and 29 MRs, performance in 2018 achieved 99.6 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. LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Novartis Pharma Services AG Oncology PNR Franchise Optha Franchise CVM Franchise I&D Franchise PNR Franchise Head Field Force Marketing FLM 1 FLM 2 FLM 3 FLM 4 9 MR 7MR 7MR 6MR FLM: First Line sales manager MR: Medical Representative (The job description of FLM and MR in reference) LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 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 Problem 1.
Beside facing customers, which task takes the most of your time? 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com (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% of - MR Tran Thi En_ Ho Chi Minh: it takes a lot of time, about 30-40% working time of field Force, they - Phan Thi Thanh Chau_ Hue ( Field Product specialist): I think it is have less time in about 35% 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.
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 process is quite easy complicated and - MR Tran Thi En_ Ho Chi Minh: GP process because we do a lot of RTD is more GPs effective activities to - Phan Thi Thanh Chau_ Hue ( Field Product specialist): RTD is the engage customer most difficult process so if we simplify the RTD process, we will than GP activities conduct it more in future - 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 include contacting to Doctor who is the speaker activity - 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 about 2 days hours/ 1 activity - 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 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 meeting, - MR Tran Thi En_ Ho Chi Minh: team meeting and training. training - 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 meeting meetings: Team meeting, training, Dau Hai Dang ( Area Sales Manager_4 Years): a lot of meeting, Team Franchise meeting, training, Franchise meeting, FLM sharing meeting, FLM Le Thi Tuong Vi ( Area Sales Manager_6 Years): a lot of meeting, sharing Team meeting, training, Franchise meeting, FLM sharing 2.
How much time do you use for the meeting for a week? MR: 4-6 - MR Tran Thi En_ Ho Chi Minh: a half of day Hours/week - 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: 8-12 training/ month hours/week - 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 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com - Interview about travel time: Question problem 1. How much time do you use to travel to work?