2013 CRO Quality Benchmarking Phase I Service Providers

Transcription

1 EW PR EV I 2013 CRO Quality Benchmarking Phase I Service Providers Info@ISRreports.com 2013 Industry Standard Research

2 Report Overview In its 5th year, ISR s CRO Quality Benchmarking series provides the pharmaceutical industry with a unique resource to evaluate and select CROs, while offering clinical service providers valuable insight into their service quality, their competitors service quality, and their customers outsourcing behaviors. This year, ISR s Phase I report includes data from 360 unique service evaluations across 23 Phase I service providers. Q3, 2013 Publication date 110 Respondents 360 Service Encounters 234 Charts and Graphs 132 Pages Major Sections: 1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions Phase I Leaders Proposal Volume Service Provider Usage Service Provider Cost Perceptions 2. Service Provider Selection Drivers Most Important Service Provider Attributes Service Provider Attributes Gaining Importance 3. Service Provider Performance and Scorecards across Attributes Staff Characteristics Ratings Operational Excellence Ratings Organizational and Financial Ratings 4. Satisfaction, Customer Loyalty, and the Expectations and Performance Index (EPI ) 5. Service Provider Service Quality Profiles 6. Study Data For report metrics and respondent demographics, see next page. What you will learn in this report: CRO Service Quality Ratings: ISR surveys CROs past customers to compile hundreds of quantitative service quality ratings across 23 clinical service providers. Phase Specific Outsourcing Behaviors and Trends: Decision-makers from over 100 global pharmaceutical and biotech companies provide insight into their clinical outsourcing practices and strategies. How you can use this report: For study sponsors, these reports offer insight into CRO service quality and empower you to make more informed clinical outsourcing decisions, select smarter, build stronger relationships, and have better service experiences. For clinical service providers, these critical reports allow your organization to deliver higher quality services, compete more effectively, and better meet the needs of your customers Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 2

3 Report Metrics CROs Included in this Report: CEDRA Celerion Charles River Chiltern Covance DaVita DCRI-Duke ICON INC Research InVentiv Health Clinical Medpace PAREXEL PPD PRA PRACS Institute Premier Research Quintiles Rho SGS Life Sciences Siro Clinpharm Theorem US Oncology West Coast Clinical Trials Service Quality Metrics: Operational Excellence Data quality Local Market / Regulatory Knowledge Meeting overall project Meeting database lock Meeting first patient / first visit Offers Innovative Solutions Patient/ volunteer recruitment Speed of site / Investigator recruitment Speed of site start-up Technology for real-time access to data Timely project communications Up-front Contingency Planning and Trial Risk Management Organization & Finance Characteristics Access to unique tests, machines, equipment Access to a broad range of services beyond clinic / volunteer management Access to patient populations Financial strength/ stability Location of Phase I unit(s) within your country Location of Phase I unit(s) in different global regions Low Cost Minimizing change orders Positive experience with service provider Timely access to open bed / clinic space Staff Characteristics Experience of the Phase I unit s lead investigator Therapeutic expertise Minimizing staff turnover Project team chemistry Project manager quality Scientific knowledge Why is this important? Learn which CROs have proven leadership in accessing healthy volunteers and patient populations Respondent Demographics Participant Job Title 17% Vice President 45% Director 3% President 9% C-level 5% Other Participant Geography: 66% North America 22% Europe 1 Asia Participant Company Size 45% Large Companies (R&D $1B or more) 26% Mid-Size Companies (R&D $100M -$999M) 2 Manager 29% Small Companies (R&D less than $100M) Participant Experience: Mean = 17.1 Years Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 3

4 Table of Contents Copyright and Usage Guidelines Introduction Methodology Respondent Demographics Participant Years of Industry Experience Participant Geography Number of Ratings per Company Major sections Outsourcing Behaviors, Attitudes, Beliefs, and Intentions Phase I Leaders, unprompted Phase I Leaders, Prompted Received Proposals Service Provider Usage Service Provider Cost Perceptions Service Provider Selection Drivers Most Important Service Provider Attributes Service Provider Attributes Gaining Importance Service Provider Performance and Scorecards across Attributes Figure 1 Staff Characteristics Ratings Figure 2 Operational Excellence Ratings Figure 3 Organizational and Finance Ratings Performance Summary by Category Outcome Measures: EPI and Customer Loyalty Summary of EPI Service Provider Loyalty A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again Company Service Quality Profiles Celerion Charles River Covance ICON InVentiv Health Clinical Medpace PAREXEL PPD PRA PRACS Institute Quintiles WCCT Study Data Phase I Phase I Leaders, unprompted Phase I Leaders, Prompted Received Proposals Most Important Service Provider Attributes Service Provider Attributes Gaining Importance Service Provider Usage Service Provider Preference Best Service Provider at Differentiation Service Provider Cost Experience Service Provider Cost Experience by users of past 18 months Summary of EPI Service Provider Loyalty Service Provider Loyalty A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again Overall Satisfaction with Service Providers Willingness to Recommend Service Providers Likelihood to Use Service Providers Again Service Providers Drill-downs CEDRA Celerion Charles River Chiltern Covance DaVita DCRI-Duke ICON INC Research InVentiv Health Clinical Medpace PAREXEL PPD PRA PRACS Institute Premier Research Quintiles Rho SGS Life Sciences Siro Clinpharm Theorem US Oncology Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 4

5 Table of Contents West Coast Clinical Trials Cross-service provider performance Access to unique tests, machines, equipment Access to a broad range of services beyond clinic / volunteer management Access to patient populations Data quality Experience of the Phase I unit s lead investigator Financial strength/ stability Local market / Regulatory knowledge Location of Phase I unit(s) in different global region Location of Phase I unit(s) within your country Low cost Meeting database lock Meeting first patient / first visit Meeting overall project Minimizing change orders Minimizing staff turnover Offered innovative solutions Overall value Patient/ volunteer recruitment Positive experience with service provider Project manager quality Project team chemistry Scientific knowledge Speed of site / Investigator recruitment Speed of site start-up Technology for real-time access to data Therapeutic expertise Timely access to open bed / clinic space Timely project communications Up-front contingency planning, risk management Trade-Offs Respondent Demographics Company Type Primary Area of Responsibility Outsourcing Responsibility Job Title Recent Activity in Outsourced Activitie Phase Responsibility Involvement in Clinical Development Process Years in the Industry Location Therapeutic Area About Industry Standard Research Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 5

6 Sample Page Introduction act with confidence Introduction Welcome to the 2013 edition of the CRO Quality Benchmarking report for Phase I. Industry Standard Research (ISR) takes pride in its suite of CRO Quality Benchmarking Reports and this report, dedicated to the Phase I industry, is no different. This report has a wealth of information and has two very simple missions: 1. Help sponsor companies make more informed CRO selection decisions Yes, in one sense service quality depends almost solely on the people who deliver the study - the Phase I unit s lead investigator, the Project Manager, the Clinic Staff, etc. And if you get a different study team each time you buy that company s services, shouldn t you expect service quality to fluctuate? And if industry turnover is high and CROs simply pass important staff back and forth, shouldn t we expect any differences in delivery quality between and among service providers to simply wash-out over time? But that s not what happens. At least not for all providers. CRO personnel are supported by sites, infrastructure, processes, training, SOPs, learning and development budgets, cultural dynamics, and endless other factors that lead to some organizations being meaningfully more effective than others. And some organizations that simply rise and fall with the tide. ISR s Benchmarking studies are designed to be smart enough to capture these nuances and help to create a more educated buying audience. 2. Help service providers optimize Operational and Marketing strategies A company can t fix what it does not know is broken. While it is almost certainly true that you (or your sales teams) speak with your customers and have a sense of the levels of satisfaction / dissatisfaction with your services, it is just as certain that you re seeing half of the picture. Not every customer tells you the whole story. Some will make it clear to you any and all delivery shortcomings. Some will stop short of full disclosure for various reasons. Some will leave dissatisfied without saying a word. And some will leave dissatisfied and say a lot of words... sometimes to their colleagues. It s also important to know what your company is up against from a competitive standpoint. Yes, your company s ratings may represent opportunities to improve delivery and loyalty, but they might also represent opportunities to tout your leadership and strength on traits that sponsors highly value Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 6

7 Sample Page Most Important Service Provider Attributes Please review the following attributes and select the 5 most important to you when selecting a provider for Phase I services. (Base = 110) Among the following attributes, please select the 1 most important to you when selecting a provider for Phase I services. (Base = 110) Service Provider Selection Attributes Access to unique tests, machines, equipment Access to a broad range of services beyond clinic / Access to patient populations Change order minimization metrics Data quality metrics Detailed plan for timely project communications Experience of the Phase I unit s lead investigator Financial strength/ stability Local market / Regulatory knowledge Location of Phase I unit(s) in different global regions Location of Phase I unit(s) within your country Low cost Metrics for database lock Metrics for first patient / first visit Metrics for meeting overall project Metrics for site / Investigator recruitment Metrics for site start-up Offers innovative solutions Overall value Patient/ volunteer recruitment strategy Prior positive experience with service provider Project manager quality Project team chemistry Scientific knowledge Staff turnover metrics Technology for real-time access to data Therapeutic expertise Timely access to open bed / clinic space Up-front contingency planning, risk management 8% 9% 9% 42% 5% 5% 17% 1 3% 25% 7% 2% 18% 5% 15% 5% 35% 3% 4% 5% 14% 2% 19% 25% 3% 33% 15% 37% 9% 26% 6% 2% 2 2% 1 8% 42% 15% 4% 17% Most Important Top 5 5 Data available in full report 25% 5 75% Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 7

8 Sample Company Profile Company Profiles Sample act with confidence Sample Highlights Relative Strengths Data quality Local market / Regulatory knowledge Positive experience with service provider Among the top ranked for Service Provider Loyalty Among the highest for EPI Sample EPI Greatly Missed Expectations Somewhat Missed Expectations Sample Company Met Expectations Modified bell curve Somewhat Exceeded Expectations Greatly Exceeded Expectations Sample Performance vs. Attribute Importance Sample Profile Expectations and Performance Index = 68 (N = 34 evaluations) Overall value Relative Weaknesses Low cost Sample Customer Loyalty % Rating Attribute among the Top 5 Most Important Low cost Change order minimization First patient / first visit Therapeutic expertise Patient/ volunteer recruitment Experience of the Phase I unit s lead investigator Project manager quality Local market / Scientific knowledge Regulatory knowledge Offers Innovative Data quality metrics Up-front contingency solutions planning Phase I unit(s) within your country Meeting overall project Access to patient populations Prior positive experience Timely project communications Access to open bed / clinic space Real-time access unique to data tests, Broad range of services machines, equipment Project team chemistry Financial strength/ stability Site start-up Database lock Global regions Staff turnover metrics Site / Investigator 66% 83% recruitment Industry Standard Research % Rating % Rating Meets Meets or or Exceeds Expectations Sample Average Customer Experience Somewhat exceeds expectations Sample PPD Company Industry Average Somewhat misses expectations Access to unique tests, machines, equipment Access to a broad range of services Access to patient populations Data quality Experience of the Phase I unit s lead investigator Financial strength/ stability Local market / Regulatory knowledge Location of Phase I unit(s) in different global regions Location of Phase I unit(s) within your country Low cost Meeting database lock Meeting first patient / first visit Meeting overall project Minimization of change orders Minimizing staff turnover Offered innovative solutions Overall value Patient/ volunteer recruitment Positive experience with service provider Project manager quality Project team chemistry Scientific Knowledge Speed of site / Investigator recruitment Speed of site start-up Technology for real-time access to data Therapeutic expertise Timely access to open bed / clinic space Timely project communications Up-front contingency planning, risk management Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 8

9 Sample Page Trade-Offs Would you prefer? (N = 110) 2 lower cost of a study, 23% Reaching patient recruitment goals 1 faster within the study, 77% Would you prefer? (N = 110) To maintain control over site selection with no recruitment guarantees, 34% A CRO offer you recruitment guarantees driven by them controlling site selection, 66% Given your company s current unique development needs, would you prefer a service provider that almost always flawlessly executes a study based on your design, SOPs, and specifications or a service provider that can come to the table and help design the best study possible? (Base = 110) Need drug development design expertise and experience, 4 Need flawless execution, CRO Quality Benchmarking Phase I Service Providers Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 9

10 Ordering Information To obtain full access to this report, please select one of the following licenses: Single-user License A single-user license allows access to a single individual user. $4,900 USD Site-wide License A site-wide license allows access to organization employees within a particular geographic site/location (i.e. NYC or London office) $7,350 USD Enterprise-wide License An enterprise-wide license allows access to ALL employees in an organization this is the recommended license if a report has wide spread relevance throughout an organization. $9,800 USD To purchase the report with a credit card or invoice, simply click on the desired license above to be taken to the report page. If you d like to inquire about a different payment method or have questions, contact us at Sales@ISRreports.com or To schedule a call to discuss this report with one of our analysts, please us at info@ ISRreports.com. About Industry Standard Research Industry Standard Research (ISR) is the premier, full service market research provider to the pharma and pharma services industries. With over a decade of experience in the industry, ISR delivers an unmatched level of domain expertise. For more information about our off-the-shelf intelligence and custom research offerings, please visit our Web site at info@isrreports.com, or follow us on Preview of: 2013 CRO Quality Benchmarking Phase I Service Providers 10