Recommendations

 

(George Brown)

Conducting company and MIS analyses for current processes is an essential way for companies to brainstorm ideas and find areas of improvement. After conducting the structured process analysis and the dynamic process analysis, we found a few areas of improvement for Bristol Myers Squibb. Our recommendations are geared towards their customer service and recruiting process. We feel that some of the data retrieved can also be used for improving other areas in the company. Innovation is key to any company’s success, they should always be looking on how to improve their current processes either adapting, training, or recruiting industry experts to help give the company a competitive edge against competitors.

Bristol Myers Squibb uses Salesforce for their customer relationship management platform. One of the issues is data overload, given the vast amount of data collected from patients using this platform. BMS needs to develop a process to efficiently analyze the data to help innovate their customer service process, along with converting the data for benefits within their research and development process, and their marketing efforts. One way we believe they can take advantage of this data is by recruiting prospective individuals with prior experience and a specific set of skills. We feel that this is a great way for BMS to improve their overall customer experience and help target new customers.

Another issue that Bristol Myers Squibb recently encountered is cybersecurity threats. Cybersecurity threats are rapidly growing and becoming more frequent in today’s society. It is essential for BMS to protect their proprietary information, along with their customer’s information. Consumers need to feel that their data is protected in order to gain confidence and remain a loyal customer. One way BMS can improve in cybersecurity is to hire experts to help protect their company, as well as, educate their current staff on the threats and how to avoid them. First, we recommend BMS to look to recruit cybersecurity experts on LinkedIn. BMS will be able to pinpoint the prospect’s credentials as well as any projects they may have been a part of. Second, LinkedIn provides endless and beneficial training materials which can be accessible online. We feel that all of BMS’s employees should be required to take a Cybersecurity course to help educate themselves on the threats and how to avoid them.

Another recommendation for Bristol Myers Squibb is to focus on the components that made the company successful. They need to gather data and look to improve these areas. One example is they can focus on their effective Salesforce customer portals. As previously mentioned, these portals gather tremendous amounts of information in which BMS can use by “cross-selling” to other internal departments. We also think they should offer frequent customer surveys to help find additional areas of improvement.

Bristol Myers Squibb should look to implement and adapt to new technology. Technology changes rapidly, and BMS needs to be at the forefront of continuing to grow alongside technology. Technology can be an aid to help provide solutions to problems a company may have. We think that BMS should continue to utilize LinkedIn for recruiting, however, should look to expand to find other alternatives for recruiting that may help widen their search for candidates. For example, they should explore other social media recruiting platforms and techniques that may help find their “needle in the haystack.”

Bristol Myers Squibb is one of the top pharmaceutical companies in the world. They should look to continue their success through their thorough research and development process. We feel that BMS can benefit by sharing data cross departmentally. They should link R&D data with their CRM data to innovate processes or further their medication solution development. By understanding the consumer’s needs, BMS may be able to pinpoint an area of medicine that needs to be explored. They may be able to develop new medication that can help save thousands of lives. Understanding the collected data and efficiently deciphering the data will help keep BMS at the top.

With that being said, we feel there are recommendations Bristol Myers Squibb can utilize to improve. Also continuing to use their management information systems, will allow the integration of various processes and databases to ensure consistent and reliable data. As previously mentioned, understanding the data will not only help improve their customer service and recruiting process, but will innovate company wide processes, including development of products and individuals. These are just a few recommendations our group discovered, but feel that Bristol Myers Squibb is a well run and very successful company.