Sponsor-FSP* Collaboration an adaptive design for enduring success Manjusha Gode, Cytel

1. Sponsor-FSP* Collaboration • an adaptive design for enduring success • Manjusha Gode, Cytel • Ajay Sathe, Cytel • * Functional Service Provider Session MA04 - PhUSE 2011 @2011 Cytel

2. Disclaimer This presentation is based on first-hand experience of the presenters, their opinions and learnings. However this is not to be construed as an official statement endorsed by Cytel @2011 Cytel 2

3. Agenda • Contrastingexpectations of Sponsor and FSP • Paradoxes, approach to addressingthem • The CASKET of Challenges in FSP Collaboration • Adaptive Solution • ConclusionsLearnings for the future @2011 Cytel 3

4. Sponsor and FSPExpectations • Ring-fenced team vs. Hunger for versatility = rotate teams Keep Attrition low • Upscale/downscale flexibility vs. Long-term stable contract • Develop depth of expertise vs. Variety in type of work = stay with one type of work • Avoid elementary questions vs. Don’t proceed with doubts. Best to Clarify them • Desire to pick team-members vs. Operational Freedom and judgment @2011 Cytel 4

5. Tackling theParadoxes • Appreciate mutual needs – work towards meeting them • e.g. Provide variety within Therapeutic Area • Long-term contract, but with controlled up/down scaling • Confront paradoxes andaddress core issues with open mind • Stability first; prioritized over radical experiments • Build rapport and communication => spirit of integrated team • Sponsor sets clear expectations, then trusts FSP to manage and deliver • Focus early on the CASKET of challenges @2011 Cytel 5

6. Challenges of FSP Collaboration @2011 Cytel 6

7. Tackling the Communication Challenge Cultural and Language sensitization to both sides Simulating real life situations in induction and mock assignments Mentoring and training for Email writing and formal Documentation Exploit technology to overcome accent difficulty. Example: chat windows along with telephone calls. Emphasize timely communication over niceties Encouragement for frank, open communication. Overcome fear and communicate more rather than less @2011 Cytel

8. Tackling the Attrition challenge How to minimize attrition? • Being sensitive to the aspirations of team • Opportunities for international exposure; working closely with clients • Creating leadership opportunities • Varied exposure across Therapeutic Areas; Phases; and nature of assignments • Focused efforts and guidance on professional development e.g. presenting in conferences @2011 Cytel 8

9. Tackling the Knowledge challenge • Having domain / technical trainings to upgrade the required skills on a periodic basis. • Providing the required domain knowledge support to the team from a Subject Matter Expert • Exposure of working on various Therapeutic areas and various phases of Clinical Trials analysis to programmers and statisticians • Internal group discussions on various topics – helps to improve the group knowledge level substantially @2011 Cytel 9

10. Tackling the Culture Challenge • Both - sponsor and FSP teams getting exposure to the other side’s work environment • Listen, Understand and Empathize with the differences in the other culture • Specific guidance on etiquette, mannerisms, language usage • Guidelines for “must-do” things and “never-do” things. • Steer clear of “their” and “our” labeling of work. FSP team should blend with sponsor team, adopt work culture @2011 Cytel 10

11. Tackling the Timezone Challenge • Bring in flexibility in wok hours to provide the required overlap with the sponsor • Equip teams with technology support: VOIP phones, Laptops with connectivity. Off-hours calls and work from home when necessary • Plan the work properly and well in advance.. • Different Timezones can sometimes be an advantage! • Work continues round the clock for effectively faster delivery !! @2011 Cytel 11

12. Tackling the Skills challenge • Pick several seasoned hands, not all new hires. People who have been through a variety of assignments and Therapeutic Areas. • Sponsor’s patience and training efforts. • Extensive internship and training in FSP. • Programmers with exposure to other programming languages / mindset of performing in an efficient way • Exposure to international work culture – even for short stints • Attention to Domain exposure (e.g. Oncology); Communication skills training (speaking and writing emails); Leadership training @2011 Cytel 12

13. Adaptive Solution – key elements • Accepting and Adapting to mutual needs and concerns • Sensitive & Seasoned Project Managers on both sides: work as “the other side’s” ambassador. • Extensive training by Sponsor invaluable • Candid, Swift and timely feedback mechanism. Speed over sophistication. • Willingness to work from both sides to make the collaboration work – • Sponsor’s support and patience especially in tough situations • FSP willingness to act quickly and decisively. • Extensive planning of work from sponsor side. Minimize late surprises. • Sponsor training to FSP team members in processes and domain skills • F2F meetings: invaluable! @2011 Cytel 13

14. Adaptive Solution – A Teamwork • Understand and explain cultural differences • Discuss, devise, implement project artifacts and ensure compliance • Extensive guidelines for the project execution • Regular status meetings: key areas of IT, people, training, processes, etc. • Building trust!! Trust is mutual, and necessary to promote an open and positive environment • Monitoring and Control – crucial elements for any project • Building first level support within the FSP teams • Build knowledgebase of issues and resolution • Data speaks!! Regular update to senior management • Periodic assessment of Abilities and skills, Communication , Domain knowledge etc. @2011 Cytel 14

15. Questions? Thank you! manjusha.gode@cytel.com ajay.sathe@cytel.com @2011 Cytel 15