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Pfizer CentreSource Redefines Customer Satisfaction Metrics

PharmaManufacturing.com
08/05/2005

Following its 2003 acquisition by Pfizer, Kalamazoo, Mich.-based Pfizer CentreSource (PCS) was challenged to integrate its existing business culture with that of Pfizer Global Manufacturing (PGM).  PCS, formerly Pharmacia CentreSource, faced a paramount challenge of reevaluating customer satisfaction as it related to production and subsequent order fulfillment.

Within a year after the acquisition, a new, market-based performance metric, designed to accurately tie PCS output to satisfaction among customers of its Fine Chemicals products, was in place.  By July of 2004, customer satisfaction had risen by more than 60% to reach an all-time high of 100%, where it has consistently remained.

According to Doris Symonds, vice president of Global Marketing for PCS Fine Chemicals, prior to the acquisition, the plant-focused customer satisfaction metric emphasized production deadlines over external customer product requirements and delivery needs.  As a result, the number of unfilled orders had risen along with customer dissatisfaction levels.  By comparison, the new metric is designed to quantify and measure performance in delivering APIs and intermediates on time, a particularly important measure in the human and animal health supplier segments in which PCS competes.

"When we created the new system, we thought it might take up to two years to reverse some of our existing delivery challenges," reported Carter Christopher, director of Materials Management and Customer Service for PCS.  Instead, customer satisfaction levels soared to 100% within 14 months of the start of the reevaluation.

According to Symonds, the successful PCS/PGM integration across all operating areas of the organization — and the revamped customer satisfaction metric that resulted within the Fine Chemicals business — was driven by the Pfizer Global Manufacturing Vision and its dedication to customer satisfaction.

"The key to success was the 'PGM Vision,' a roadmap for the future that resonated with everyone and encouraged enthusiastic 'buy in,' from the top down," Symonds explained.  Backed by the quality assurance of PGM, PCS is a trusted, leading source of highest quality APIs, intermediates, and finished dosage forms.
 
For more information, contact Pfizer CentreSource at 269-833-5844 or visit www.pfizercentresource.com.