Sponsor-FSP* Collaboration
an adaptive design for enduring success


Manjusha Gode, Cytel
Ajay Sathe, Cytel
* Functional Service Provider
Session MA04 - PhUSE 2011
12-Jul-16
@2011 Cytel
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Disclaimer
This presentation is based on first-hand experience of the
presenters, their opinions and learnings.
However this is not to be construed as an official
statement endorsed by Cytel
12-Jul-16
@2011 Cytel
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Agenda
• Contrasting expectations of Sponsor and FSP
• Paradoxes, approach to addressing them
• The CASKET of Challenges in FSP Collaboration
• Adaptive Solution
• Conclusions Learnings for the future
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Sponsor and FSP Expectations
•
Ring-fenced team
vs.
Hunger for versatility = rotate teams
Keep Attrition low
•
Upscale/downscale flexibility
vs.
Long-term stable contract
•
Develop depth of expertise
= stay with one type of work
vs.
Variety in type of work
•
Avoid elementary questions
vs.
Don’t proceed with doubts.
Best to Clarify them
•
Desire to pick team-members
vs.
Operational Freedom and judgment
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Tackling the Paradoxes
• Appreciate mutual needs – work towards meeting them
–
e.g. Provide variety within Therapeutic Area
• Long-term contract, but with controlled up/down scaling
• Confront paradoxes and address core issues with open mind
• Stability first; prioritized over radical experiments
• Build rapport and communication => spirit of integrated team
• Sponsor sets clear expectations, then trusts FSP to manage and deliver
• Focus early on the CASKET of challenges
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Challenges of FSP Collaboration
Skills
Knowledge
Attrition
Communication
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Ethos/Culture
Key
Challenges
@2011 Cytel
Timezone
6
Tackling the Communication Challenge
• Cultural and Language sensitization to both sides
• Simulating real life situations in induction and mock
assignments
• Mentoring and training for Email writing and formal
Documentation
• Exploit technology to overcome accent difficulty. Example:
chat windows along with telephone calls.
• Emphasize timely communication over niceties
• Encouragement for frank, open communication. Overcome
fear and communicate more rather than less
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Tackling the Attrition challenge
How to minimize attrition?
• Being sensitive to the aspirations of team
• Opportunities for international exposure; working closely with clients
• Creating leadership opportunities
• Varied exposure across Therapeutic Areas; Phases; and nature of
assignments
• Focused efforts and guidance on professional development e.g. presenting
in conferences
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Tackling the Knowledge challenge
• Having domain / technical trainings to upgrade the required skills on a
periodic basis.
• Providing the required domain knowledge support to the team from a
Subject Matter Expert
• Exposure of working on various Therapeutic areas and various phases of
Clinical Trials analysis to programmers and statisticians
• Internal group discussions on various topics – helps to improve the group
knowledge level substantially
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Tackling the Culture Challenge
• Both - sponsor and FSP teams getting exposure to the other side’s work
environment
• Listen, Understand and Empathize with the differences in the other
culture
• Specific guidance on etiquette, mannerisms, language usage
• Guidelines for “must-do” things and “never-do” things.
• Steer clear of “their” and “our” labeling of work. FSP team should blend
with sponsor team, adopt work culture
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Tackling the Timezone Challenge
• Bring in flexibility in wok hours to provide the required overlap with the
sponsor
• Equip teams with technology support: VOIP phones, Laptops with
connectivity. Off-hours calls and work from home when necessary
• Plan the work properly and well in advance..
Different Timezones can sometimes be an advantage!
Work continues round the clock for effectively faster delivery !!
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Tackling the Skills challenge
• Pick several seasoned hands, not all new hires. People who have been
through a variety of assignments and Therapeutic Areas.
• Sponsor’s patience and training efforts.
• Extensive internship and training in FSP.
• Programmers with exposure to other programming languages / mindset of
performing in an efficient way
• Exposure to international work culture – even for short stints
• Attention to Domain exposure (e.g. Oncology); Communication skills
training (speaking and writing emails); Leadership training
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Adaptive Solution – key elements
• Accepting and Adapting to mutual needs and concerns
• Sensitive & Seasoned Project Managers on both sides: work as “the other
side’s” ambassador.
• Extensive training by Sponsor invaluable
• Candid, Swift and timely feedback mechanism. Speed over sophistication.
• Willingness to work from both sides to make the collaboration work –
• Sponsor’s support and patience especially in tough situations
• FSP willingness to act quickly and decisively.
• Extensive planning of work from sponsor side. Minimize late surprises.
• Sponsor training to FSP team members in processes and domain skills
• F2F meetings: invaluable!
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Adaptive Solution – A Teamwork
• Understand and explain cultural differences
• Discuss, devise, implement project artifacts and ensure compliance
• Extensive guidelines for the project execution
• Regular status meetings: key areas of IT, people, training, processes, etc.
• Building trust!! Trust is mutual, and necessary to promote an open and
positive environment
• Monitoring and Control – crucial elements for any project
• Building first level support within the FSP teams
• Build knowledgebase of issues and resolution
• Data speaks!! Regular update to senior management
• Periodic assessment of Abilities and skills, Communication , Domain
knowledge etc.
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Questions?
Thank you!
manjusha.gode@cytel.com
ajay.sathe@cytel.com
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