PfizerWorks: New Outsourcing Model to Improve Employee Productivity

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Case Details:

Case Code : OPER081
Case Length : 13 Pages
Period : 2005-2009
Organization : Pfizer, Inc.
Pub Date : 2009
Teaching Note :Not Available
Countries : US
Industry : Pharmaceuticals

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Office of the Future? Contd...

It involved outsourcing menial tasks such as data entry, researching, creating documents, working with PowerPoint, etc., to two Indian-based business process outsourcing (BPO) firms - Genpact⁷ and a unit of RR Donnelley⁸. This was possible through a mere click of a button.

The program also attracted the attention of industry observers, who remarked on the cost reductions and improvement in employee efficiency it led to.

They suggested that other companies could emulate this innovative program, in order to beat the recessionary trends in the world economy as a whole.

Operations Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

Even critics felt that the program was not as extreme as outsourcing jobs to other countries, but they were against such moves, suggesting that it would be better to outsource the tasks within the US instead.

Cohen was the man who conceptualized and implemented the PfizerWorks program. The program rolled out in early 2008 and was preceded by close analysis of the activities of employees as well as testing of the outsourcing model for a few months with a group of employees. As of early 2009, Cohen was looking to identify more tasks that could be outsourced and was also considering ways to make the program more effective...

Excerpts >>

7] Genpact, headquartered in Gurgaon, India, is a leading BPO company in India that operated from India, China, Philippines, Romania, Hungary, Netherlands, Spain, México and USA.

8] RR Donnelley, headquartered in Chicago, Illinois, USA, is a provider of print and related services.

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