Integrating Globally and Being There Locally

We run multiple production centers across the globe. These production centers have common procedures, standards, and proprietary systems. They work together in a 24x7-work process. They also provide production resources to all our markets around the world. This operating model enables us respond to our customers’ needs more effectively. For instance, if a program increases in scope, we can apply available capacities from any of our production centers to deliver. We can bring quality standards and best practices from one market to bear on a program in another.

Such deep global integration is only one ingredient in the mix. We also run and are continuously expanding our local presence and infrastructure in all our markets. This enables us to be close to our clients and know their organizations and work methods. Such proximity enables us achieve the maximum level of responsiveness and also lets us acquire and accumulate close knowledge of the challenges and priorities faced by our clients.

Combining People Excellence With Operational Excellence

We recruit and retain the best talent globally and invest heavily in their training and expertise development. This has been the key to our success, especially because we are a knowledge services organization, and the knowledge we use to produce our services comes from the minds of our people. We place significant emphasis on surrounding these people with robust processes, methodologies, and systems that provide them the opportunity to do their best. This kind of operational excellence is a fundamental differentiator for us in this industry.

Designing Well and Executing Better

Our program development methodologies and client collaboration processes are set up to maximize design investments upfront, to identify and clarify the desired outcomes, to level-set expectations of various stakeholders, and to brainstorm new ideas. We use the most advanced contemporary techniques such as adult learning theory and our vast scientific, medical, and market expertise to create the most workable designs. By making this upfront investment, we can minimize cost and schedule variances by controlling rework and lost productivity.

We also understand that a well-conceived program is just that, a concept. To deliver value to customers, the concept must be implemented on time, on budget, and to the highest standards of quality. This is an area of continuous and tremendous focus for us and is supported by internal systems and processes to effectively manage performance, to run our development process, and to proactively illuminate risks before they play out.