Transforming an Ultra-Rare Disease Supply Chain
Reducing complexity, clarifying ownership, and accelerating delivery across Supply Chain and Quality teams.
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Transforming an Ultra-Rare Disease Supply Chain
Industry: Pharma Challenge type: Operating model redesign · Supply chain · Employee engagement
Headline outcome: Customer centricity perception rose from 40% to 72%. Employee burnout eliminated.
The situation A pharmaceutical company specialising in ultra-rare diseases was meeting delivery targets - but at serious human cost. A 23% staff burnout rate signalled an operating model under strain. Coordination across pharmacists, doctors, patients, and logistics partners was fragmented, and the patient code process had been broken for years.
What we did Ran a three-year customer needs research programme across six markets. Developed customer profiles and a Customer Needs Score (CNS). Worked with cross-functional teams to implement eight tactical projects addressing the root causes - not just the symptoms. Removed the long-standing patient code after three years of alignment work. Introduced leadership coaching and elevated CNS to a board-level metric.
Results Customer centricity perception: 40% → 72%. Employee engagement: 100%, burnout eliminated. Eight tactical projects implemented. Programme expanded globally. Future-fit digital and process strategies developed.
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