Case Study: GlaxoSmithKline achieves automated Balanced Scorecard and streamlined clinical performance management with OpenText Analytics

GlaxoSmithKline - Customer Case Study

GlaxoSmithKline, a global, research-led pharmaceutical company, needed to automate and centralize performance management for its Global Clinical Operations — Europe. The challenge was to convert an existing Balanced Scorecard into a scalable, intranet-delivered system that could track clinical development by country and protocol, monitor outsourced supplier performance, and provide critical scorecard information to a broad audience of users.

In September 2002 GSK implemented Performancesoft Views, using a top-down roll-out to collect required metrics from regions and therapeutic areas and publish quarterly “performance books” to the intranet. Views proved quick to implement and easy to use, delivering seamless reporting to over 800 users and prompting two additional scorecards to track overall study performance and external suppliers, improving visibility and management of clinical operations.

GlaxoSmithKline

Andrew Bell

European Medical Affairs, GlaxoSmithKline