Case from Indonesian delegation at APO Training - KM for Service Industry

1. e-Learning Course on
Knowledge Management
for the Service Sector
Indonesia Team
Presentation date: 7th December 2011

2. Case Study Hoffman La-Roche

3. Company Profile
• Hoffmann-La Roche (Roche) is one of the
leading research-focused healthcare groups in
the world. Roche is engaged in the discovery,
development and commercialization of
innovative diagnostic and therapeutic
products. The group is headquartered in
Basel, Switzerland and employed 81,507
people as of December 31, 2009.

4. PROBLEMS:
Length of New Product Application (months or years) as key
success competitiveness factor in pharmaceutical industry
(patent, intent competition, improve quality & quantity, problem in
net profit decreasing)
K-OBJECTIVE
Reduce approval Time
QUESTION FROM
FDA:
Is the product safe?
Does it work?
Sufficient quality?
KNOWLEDGE MANAGEMENT AREA:
1.Customer knowledge (Insight from FDA)
2.Experience Knowledge (Creation of Value & Collaboration)
3.Process Knowledge (Cost Saving, Cycle Time)
K-APPROACH & INITIATIVES
1.New paradigm (Its primary product is knowledge, not only tablet; New Drug Application (NDA) as knowledge
product; Regulator as customer)
2.Prototyped the NDA
3.Produce a comprehensive map of knowledge sources in the company (yellow pages, question tree, knowledge
links)
Internal
inconsistency
Eksternal:
Approval from FDA
SOLUTION
Prototyped the NDA
OUTCOME:
Approval from the FDA, projected at three years, came within nine months
Employees were gratified to be included in the map’s “yellow pages” as important sources of
Knowledge

5. Development time
5-8 years, $250 USD
How to reduce?
NDA = dumping ground data
Answer 3 basic question from FDA
NDA Prototype
Knowledge Map
Reduce 3 months

6. Key Success Factors in Implementing
KM
• Focus on the right problem, at the right level, and on the right
goals for the business
• People don’t share their knowledge because they don’t know
why and when and how they should share it, Hoffman La
Roche accommodated these case.
• Create Knowledge Link
• Top management support
• The knowledge team added a great deal of content to the
map to show how specific questions in it had been answered
successfully in the past, or how they might be better
answered in the future
• Bringing together the right project team

7. THANK YOU