June 22, 2016

As you look to implement a compliance platform such as CentrisDirect, there are 5 key areas to focus on to ensure the implementation project and deployment of the system is successful.

Key Areas of Focus:

    • Identifying the Appropriate Key Stakeholders with Decision Making Authority — There are a number of departments within your organization that will be affected by the deployment of a new HCP Compliance Solution. It is critical that there is representation from each department within the Core Team of the project and that those identified have decision making authority. This may include individuals from Compliance, Legal, Training, Sales, Commercial Operations, Finance, Data/Reporting and IT. It is important that all impacted departments have an understanding of what may change for them and that they have input into any system requirements and configurations.


    • Documenting Requirements and Business Needs — It is important to detail out your business needs and requirements at the forefront of your project to ensure the system is configured to meet all of your requirements. This includes not only your business processes, but also your compliance policies, as well as data and reporting needs. It is equally important to engage an end user group early on in the project to help identify certain business needs and functions that will allow for ease of use for those that will be using the system on a daily basis.


    • Developing a Cohesive Communication Plan — Do not underestimate the amount of change management this may require for your organization and end users; they may be moving away from a web-based platform now to an iPAD application. Ensuring that you have a detailed communication plan will help with the management of this change throughout all levels of your organization. The earlier you start communicating and setting expectations, the easier it will be.


    • Outlining a Detailed Training Approach — As important as communication is, training should not be left out of the equation. If you do not establish a successful training plan for your end users, as good as the system is there may be little adoption of the change. Best approaches that we have seen towards training are developing a web-based module that provides not only the voice overlay, but also the point and click concept; visual is just as important as the audio. Requiring completion of the training and potentially the passing of a quiz has also proven to be a successful approach. But training does not just end there, providing collateral material such as Quick Reference Guides, User Guides, Helpful Tips and even a Frequently Asked Questions document is also key to your success.


  • Implementing Post Deployment Activities — It is important after you launch your new system that the team stays connected and continues to meet regularly for at least 4-6 weeks. Staying well connected with your end users through ongoing communications in order to gather feedback is also essential. This may include the following:
    • Providing end users with an email box or help desk line to call to ask questions, troubleshoot system navigation or simply to gain feedback on their experience.
    • Conducting optional teleconference calls that end users may dial into should they want to gain additional helpful tips, best practices or again simply ask questions.

At the end of the project it is equally important to conduct a ‘Lessons Learned’ review in order to gather feedback on what worked well, best practices and areas of focus.

To ensure success within these 5 key areas it is important that you establish good teamwork that is based on the foundation of trust and sharing of ideas. Ensuring the appropriate structure and collaboration amongst the team is critical to managing and supporting your activities as is ensuring that the execution within each area is flawless.

Contributed by:

Debbie Taylor, Vice President, Account Management, AHM

Debbie has over 15 years of experience in providing services to the Life Sciences industry working across all client functional areas including Marketing, Sales, Operations, and IT. Over the past 6 years with AHM, Debbie has been successful in leading Account Management teams in support of her client base ranging from small, medium to large size pharmaceutical companies. She has a proven customer service and account management background and is able to apply best practices, strategy development and proactive issue resolution in support of implementation initiatives, including the deployment of AHM’s technology solution, CentrisDirect.