Case Study
Ramping up engineering field services for remediation.
Kelly Science, Engineering, Technology & Telecom helped a leading Medical Device company create an effective and cost-saving delivery model for a complex product remediation project mandated by the FDA.
Company
A U.S.-based global Pharmaceutical and Medical Device company with approximately 15k employees.
Results at a glance
Challenge
FDA recalls 300k devices forcing massive project remediation requiring extensive project management and recruitment support.
Solution
Kelly leveraged its engineering field services expertise and supplier network for project management and talent recruitment.
Result
The client gained control of performance metrics and access to critical talent; achieved 98% on-time completion.
A massive regulated recall issued by the U.S. Food and Drug Administration forced an international Medical Device company to repair approximately 300,000 devices at over 4,000 sites across the U.S. and Puerto Rico.
Facing the impending mandatory project, the company initially sought to outsource the entire remediation to third-party repair companies. However, it was important to the client that they own and certify the work product outcome themselves. So, the consultants at Kelly Science, Engineering, Technology & Telecom recommended a staff augmentation approach to be more effective.
Initially, the client chose to partner with multiple talent vendors, including Kelly. At the end of the first project phase, however, it was clear that Kelly was outperforming the other suppliers. Soon the company engaged Kelly to manage the entire remediation effort.
From the beginning, the Kelly team took a collaborative, innovative approach. They provided every level of program management and streamlined the work of the technicians across all field locations.
Tapping into the expertise of the Kelly Science, Engineering, Technology & Telecom Field Services group to managed the credentialing process made it easier for employees in the field to gain access to the necessary hospitals.
A centralized team worked diligently to lift peripheral tasks away from the field technicians. This allowed them to focus on delivering the highest quality work effort. Kelly was also dedicated robust communication and reporting, ensuring the client would always know the status of the project.
Kelly quickly sourced quality talent and brought the expertise in engineering field services to implement industry-leading processes, Lean thinking techniques, and performance-focused project management methods. By offering coverage geographically wherever the client needed it, and building collaborative traveling teams, Kelly effectively optimized quality, efficiency, and timeliness. And their strong focus on process improvements and superior project management has helped to deliver increased retention of intellectual capital.
Specifically, they've achieved:
- 98% on-time delivery
- 2% turnover rate
- 97% client satisfaction
Over the course of the engagement, the partnership has expanded into additional projects and skill sets serving the client. At first, Kelly provided only LPNs and technicians. This evolved to also include program managers, project managers, and field service engineers.
Today, the Kelly team continues to deliver more than promised. This includes a unique delivery model and a commitment to meeting the client's needs and requirements.
Kelly value
Talent
Quick access to quality Med Device talent.
Expertise
Niche expertise in engineering field services.
Capital
Increased retention of intellectual capital.
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