FINANCIAL KPI ANALYSIS IN THE IMPLEMENTATION OF DMAIC IN A PHARMACEUTICAL ORGANIZATION - A CASE STUDY

Abstract

The present paper analyses the KPI’s (Key Performance Indicators) of the financial area, based on the real project of the pharmaceutical company ABC in the Iberian affiliate. The process of outsourcing in the financial services, using shared resources is already a current practice in the organizations with multinational size. With the definition of six sigma management strategy model, the choice has fallen on DMAIC methodology (Define - Measure-Analyze-Improve-Control). Once the concept of quality is linked to this work presentation, was made a study about this issue. Was also performed in the literature review, a description was made to realize the relationship between the strategy and methodology, as well as itself concept. Outsourcing of services was recently, which allowed a very active participation and interaction between resources. The analysis was done step by step of this process, according to the chosen methodology. Does the externalization of financial services (suppliers ’area) have improved the key performance indicators (KPI) compared with the previous process?