From Local Information Technology Support to a Global Information Management Organization in Pharmaceutical Research and Development

Abstract

This article discusses the design of an information management organization based on a real-life reengineering project. The organization was developed out of a worldwide project team and established parallel to the system roll-out. Three factors were most important for success: 1. excellent system documentation deduced from well-developed information engineering architectures, 2. careful integration of the information management concept into the user community, and 3. the preparation of clear and comprehensive business processes and roles of the information management organization.

The organizational model was created as a corporate matrix comprising roles and functions on three hierarchical levels. The responsibilities for system redesign and change management are centralized and unique. Major technical support was limited to server locations and intense user support was made available in every clinical unit worldwide. Further, the model integrates research and development (R&D) and computer center services worldwide based on company internal service level agreements.