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Quality

How do you ensure timely delivery of services in accordance with the pre-defined and agreed timelines? We ensure timely delivery by managing team performance. We collaborate with our clients to customize this framework to ensure that the specific needs, KPIs, SLAs and satisfaction metrics of that client are captured, tracked and reported upon. We provide data that is meaningful, relevant and actionable for you. Some key steps our managers recommend improving performance and ensure compliance include: • Review all service specifications, validate existing KPIs, and verify information sources prior to developing performance management worksheets. • Ensure appropriate data collection and tracking systems are in place for each KPI and then oversee the regular analysis and reporting of performance vs. expectation for each critical function. • Review all quarterly KPI scorecards and analyze the data to identify areas in need of improvement and redirect resources to achieve compliance. • Establish an employee recognition program to reward successes and strictly monitor performance measurement programs. • Include KPI compliance requirements in all third-party service contracts, with penalties for noncompliance. • Implement performance reports on a regular basis to be provided to NN. How do you ensure quality of content that is shared with Novo Nordisk? For Cushman & Wakefield clients, quality service outcomes must meet or exceed defined service level agreements, deliver the desired results, and be repeatable and reliable. Cushman & Wakefield uses various systems and processes to track customer satisfaction levels, report and communicate results against agreed performance metrics, and to identify gaps in service delivery. These include a Performance Business Review (assesses performance against established KPIs); monthly financial and operational reporting; Quality Assurance Reviews (QARs) to ensure compliance with Cushman & Wakefield standards and procedures; a Supplier Business Review that details our performance on the assignment and is focused on our ability to meet predetermined SLAs and KPIs; and Client Satisfaction Surveys. How do you ensure that visuals and written communication are appealing, compelling and in high quality with regards to content, spelling, grammar, punctuation, etc.? Cushman & Wakefield will work with NN to create a tailored playbook outlining all service standards. A best-in-class playbook for NN will augment existing processes, align outcomes to NN’s objectives, and capture best practices through continual improvement. Playbooks help align each team member to NN’s desired outcomes and KPI metrics to create efficiency and add value. We understand that NN values accuracy when it comes to content. Cushman & Wakefield encourages peer review to ensure that all materials are high quality and compelling. Do you have a defined process to substantiate and validate data and information before sharing with your clients? Corrective actions and improvement projects are implemented by our supervisors and managers as soon as deficiencies arise. Corrections and resolution status are communicated to your site representatives during routine meetings. Improvement projects are identified and designed based on performance data Cushman & Wakefield collects throughout service delivery. We utilize numerous quality management tools to identify defects, conduct root-cause analyses, take corrective action, and communicate these to employees and clients in an easily understood, graphic format.

Novo Nordisk | Cushman & Wakefield

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