Simplification and optimization round table discussion process of PRN franchise of novartis Viet Nam

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% Objective: 13.6 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: 5060% 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.

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 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 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 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 Other remarks: - Did the student follow the report schedule? Yes, No Other ……………………………… - The Turnitin plagiarism percentage: Supervisor’s signature ABLE OF CONTENT EXECUTIVE SUMARY PART I - INTRODUCTION Company background Mission and Vission PART II - PROBLEM CONTEXT Symptoms: Symptom validation PART III - PROBLEM IDENTIFICATION Problem definition Problem validation PART IV – CAUSE VALIDATION AND CONSEQUENCES Causes and cause validation Consequences PART V – SOLUTION Alternative solutions Action plans for the organization 2.1 Evaluate and select the optimal solution 2.2 Define the objectives 2.3 Action plans PART VI – CONCLUSION PART VII – APPENDIX Executive summary Novartis is one of the top global pharmaceutical company based in Switzerland In Viet Nam, Novartis representative office has divisions: Pharma and Oncology Pharma division is structured by Franchises, PNR Franchise is responsible to promote PainNeuroscience- Respiratory products: Voltaren, Ultibro, Onbreez, PNR franchise has FLMs and 29 MRs, performance in 2018 achieved 99.6% Objective: $13.6 mils, growth 22% versus 2017 The Symptoms is field force 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 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 divisions: Pharma and Oncology Pharma division is structured by Franchises Novartis Pharma Services AG Oncology PNR Franchise Optha Franchise CVM Franchise I&D Franchise PNR Franchise Head Field Force FLM Marketing FLM FLM FLM 7MR 7MR 6MR MR FLM: First Line sales manager MR: Medical Representative (The job description of FLM and MR in reference) PNR Franchise is responsible to promote Pain- Neuroscience- Respiratory products: Voltaren, Ultibro, Onbreez, PNR franchise has FLMs and 29 MRs, performance in 2018 achieved 99.6% Objective: $13.6 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 First Line Sales managers and Medical representatives as below summarize Question Beside facing customers, which task takes the most of your time? Problem Paperwork, - MR Tran Van Phuc (Ho Chi Minh, 1-year experience): team meeting meeting, travel and paperwork - MR Tran Thi En (Ho Chi Minh, years): paperwork and training - Phan Thi Thanh Chau_ Hue ( Field Product specialist, 11 years): paperwork - Tran Thi Tu Uyen( Field Product Specialist _Dong Nai, year): travel time to another province and process activity Dau Hai Dang (Area Sales Manager, Years): paperwork and meeting (Franchise and team weekly meeting, training ) Le Thi Tuong Vi ( Area Sales Manager_6 Years): event process How much time does paperwork take from your daily tasks? Paperwork takes - MR Tran Van Phuc_ Ho Chi Minh: about 30% 30%-40% - MR Tran Thi En_ Ho Chi Minh: it takes a lot of time, about 30-40% working time of - Phan Thi Thanh Chau_ Hue ( Field Product specialist): I think it is about 35% of field Force, they have less time in the field (70% Job Dimensions (Indicate key facts and figures) Number of associates: 5-10 Financial responsibility: Region/ area performance & field force expense (as assigned) Impact on the organisation: Role Name Purpose Frequency Medical Monitoring performance Daily Representatives Field Force Manager Reporting, Administration and Daily Coaching Franchise Head Reporting And As per requirement Administration MSO Training & development As per requirement Product Manager/ Marketing activities / insights As per requirement Budgetary expenses, Expense Periodically GPM Finance team claims HR team All HR & employment-related As per requirement matters Medical Affairs Medical guidance As per requirement KAM Aligns on key account As per requirement management plan & action IT team Online reporting system and technology support PNR Franchise_ RTD process As per requirement External Stake Holders: Role Name Purpose Frequency External Stakeholders Ensuring the coverage and Daily achievement of detailing targets Distributor Forward feedback or inquiry Daily from stakeholder when required Ideal Background (State the preferred education and experience level) Education: Bachelor degree in pharmacy or medicine Languages: Vietnamese, Proficient in English (written & oral communication) Experience / Professional requirement: 2+ years of experience in field force positions Familiar with FF excellence tools in the pharmaceutical industry Exposure to marketing role is an advantage experience in a similar role and territory can be a plus RTD process ► App RTD, Novartis event in hospital ly (Group Presentation will be in for: another) No Documents STEP Reques Review Approve Timeli tor er r ne FLM PM/Ad Franchis 21 days e Head Plan Quarterly Master Plan Approval Appro val Principle Notes (Chú ý quy định) Execution Notes (Chú ý thực hiện) The Franchise, Master Plan phải sử dụng Check Speaker pool gay lên kế template hoạch ► No Documents STEP Reques Review Approve Timeli tor er r ne FLM PM/MA Franchis 30 days M e Head P3 P3 Approval Form Appro val Quarterly Master Plan + FLM Complia Approval nce Agenda FLM PM/MA M Fair Market Value at minimum * Additional criteria (if FLM PM/MA M higher than the minimum) Participant list (AGORA MR FLM FLM Complia Approved) Meeting Hall nce Acknowledgement (If need) - Novartis request Pre Event FLM PM FLM PM Checklist_NVS organized the event (Part 4) * Only when pay Meeting Hall fee Pre Event Checklist_HCP Service Engagement (Part 4) * Compliance review is required for speakers/ consultants who are Public Official Type 2&3 (Tham khảo checklist) Travel Plan (if provide car, FLM air-ticket to speaker) Agree ment Agreement of engaged Admin N/A FH N/A FH HCPs Letter to Hospital/Department to Agree for RTD 21 days Principle Notes (Chú ý quy định) Execution Notes (Chú ý thực hiện) Compliance review the follow-up Full P3 Approval Documents: send to documents (if applicable) Admin to print for seeking approval * COI form for in-scope Public Official FLM need to send ALL the above (type & 3), if applicable > Form, please documents to Admin on time refer to Sheet "Other Form" * Approval of Legal if any Conflict of FLM need to check all BOX in Pre- interest” Event Checklist & Post-Event checklist * Head of Department speaks in the Print & Save "Travel request promotional event? If yes, has GCC approval" right after approved on T&E approval been obtained? system Reviewers require to sign off on Remind Speaker to provide a source of documents content ► No Task STEP Reques Review Approve Timeli tor er r ne Admin PM SOH 30 days MR FLM 14 days MR/FL Line 10 days Prepar SOH Approval (Organized ation outside the Hospital) * Tham khảo email đính kèm sheet "Other Form" AGORA tracking participants list T&E request for Meals & Taxi booking 3.1 M Manage r P3 Approval (Cover scan only - received from Admin) 3.2 Quarterly Master Plan Approval (Highlight) Shopping Cart 4.1 (1) Honorarium & (2 ) Admin BPC FRA + 10 days FH Meeting Hall ► 4.2 (3) Car rental (If need) No Documents STEP Reques Review Approve Timeli tor er r ne Compl Speaker Agreement Signed FLM Admin days eted Notification to SOH PM before PreEvent Appro Admin the Approval (If required) event Letter to FLM N/A (Compl Hospital/Department to val iance Agree for RTD Materials (Promomat for require FLM handouts, backdrop ) Presentation Slides PM PM/MA Franchis M e Head FH MAM + (Promomat approval) Pre Event FH FLM Admin d) Checklist_NVS organized the event (Part 5) Pre Event FLM Admin Checklist_HCP Service Engagement (Part 5) Principle Notes (Chú ý quy định) Execution Notes (Chú ý thực hiện) Change vs P3 Approval: Time and/or Franchise Nominated Signature Venue only (Admin) requires to Scan full documents "P3 Approval + Completed Pre-Event Approval" *> 24 hours: Seek approval from Need to check AGORA/T&E Marketing via Email/ cc Franchise Head Documents *< 24 hours: Seek approval from Franchise Post Event: Admin scan & send Head via Email & cc Marketing - "Finished P3 Approval" to requestor Compliance Applied only for ROLE PLAY: Must have "Role Play Feedback form" ► No Documents STEP Reques Review Approve Timeli tor er r FLM Admin ne Post Final Participant list of the days Event event (from AGORA after after the Checkl close) event ist Event Pictures (With time, date, venue information) FLM Admin If change vs P3 Approval: 3.1 Approval Email from FLM Admin FLM Admin FLM Admin Reques Review Approve Timeli tor er r ne FH/Compliance (for change only) 3.2 Final Agenda (after approval) Post Event Checklist_NVS organized an event (Part 5) Post Event Checklist_HCP Service Engagement (Part 5) ► No Task STEP Payme T&E Expense Report MR/FL Line Franchis 14 days nt 1.1 Travel request approval M Manage e Head after the r + FRA event 1.2 Finished P3 Approval (Received from Admin with name ended by "_FN") 1.3 Event Pictures (With time, date, venue information) 1.4 Invoice + Red invoice (Expense >= VND 200,000) + Credit card expense bill + Bill detail (with Restaurant information or Stamp) 1.5 Final Participant list (from AGORA after close) Shopping Cart Payment Admin Franchis Finance 21 days e Head after event (TBC) I SIMPLIFICATION PROJECT survey What is your title Mark only one oval  First Line sales manager  Medical representative  Marketing  Admin 2.How long have you been working for Novartis  < tháng  tháng đến năm > năm Which process you think we need to simplify?   GP  RTD  Hospital meeting  Khác how can we simplify the process which you chose in question 3? Thanks for your support! Salesforce form to add attendee list ... 14 12 58 days 36 days 28 days 28 days 24 days 116 days 5 22 In average, MR will take days in 22 working days to conduct RTD events and FLM will take 5-7 days to process and approve RTD events... field force expense (as assigned) Ideal Background (State the preferred education and experience level) Education: Bachelor degree in pharmacy or medicine is preferable The intermediate degree... Forward feedback or inquiry Daily from stakeholder when required Ideal Background (State the preferred education and experience level) Education: Bachelor degree in pharmacy or medicine Languages: