PfizerWorks: New Outsourcing Model to Improve Employee Productivity

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Case Details:

Case Code : OPER081
Case Length : 13 Pages
Period : 2005-2009
Organization : Pfizer, Inc.
Pub Date : 2009
Teaching Note :Not Available
Countries : US
Industry : Pharmaceuticals

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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"Pfizer pays me not to work tactically but to work strategically." ¹

- David Cain, executive director for global engineering, Pfizer, Inc., in 2009.

"Our Harvard MBA staff was spending a lot of time doing 'support' work, not their actual jobs… These are people we hired to develop strategies and innovate. Instead, they were Googling and making PowerPoints."²

- Jordan Cohen, senior director of organizational effectiveness, Pfizer, Inc., in 2008.

"Pfizer has adopted an innovative program called Office of the Future (or OOF) which allows employees to selectively outsource so-called "scut work" to two firms in India, for a price. The benefits to Pfizer people? Shorter turnaround times for projects, more consistent handling of tasks and of course time saved for higher value added work."³

- Rita Gunther McGrath⁴, author, consultant and speaker, in 2008.

Office of the Future?

In early 2009, Jordan Cohen (Cohen), head of PfizerWorks, at the world's largest pharmaceutical company, Pfizer, Inc. (Pfizer), said that barely one year into its launch the PfizerWorks initiative had freed up 66,500 hours for employees.⁵ According to him, the employees of Pfizer were now able to better focus their time and attention on more strategic aspects of their work rather than waste precious time and effort on more mundane tasks.⁶

PfizerWorks, initially called 'Office Of The Future' was officially launched by Pfizer in early 2008.

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1] Jena McGregor, "Outsourcing Tasks Instead of Jobs," www.businessweek.com, March 12, 2009.
2] Arianne Cohen, "Scuttling Scut Work," www.fastcompany.com, January 28, 2008.
3] Rita Gunther McGrath, "Pfizer's Office of the Future and the Great Irony of Information Work," http://ritamcgrath.com/blog/comments/pfizers-office-of-the-future-and-the-great-irony-of-information-work/
4] Rita McGrath provided consultancy support to leadership teams in many leading companies on developing their capability to drive growth. She is also the co-author of two books: The Entrepreneurial Mindset (Harvard Business School Press, 2000) and MarketBusters: 40 Strategic Moves that Drive Exceptional Business Growth (Harvard Business School Press, 2005).
5] Jena McGregor, "Outsourcing Tasks Instead of Jobs," www.businessweek.com, March 12, 2009.
6] "Pfizer Outsources PowerPoint," www.businessweek.com/mediacenter/video/newsmakers/d142b2fef5088063eb0319266dc80c90fd5a42dd.html

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