2012 CRO Quality Benchmarking - Phase II/III Service Providers





A report on clinical outsourcing and CRO evaluation / selection
Q1, 2012
 

In it's fourth year, the 2012 CRO Quality Benchmarking report has become the cornerstone of ISR's report library. In this year's report, ISR has interviewed 125 individuals from 72 pharmaceutical and biotechnology companies to provide the industry with leading edge insight into Phase II/III clinical outsourcing trends and 352 service assessments of Phase II/III clinical research organizations (CROs). 

The report includes service quality evaluations for 25 service providers (14 of which received full profiles) by measuring past experiences across 21 critically important capabilities that affect provider selection and delivery quality. 

This year's report contains 234 pages, including hundreds of charts and graphs and in-depth analysis providing the industry with a "Consumer Reports"-style guide to buying and delivering quality product development services. Download our free Report Preview for sample report pages and the full table of contents. 

For buyers of clinical research service, this report offers insight into CRO service quality and empowers you to make smarter clinical outsourcing decisions by providing evaluation and selection tools. 

For clinical service providers, this critical report offers you insight into your service quality, your competitors' quality, buyers' needs, CRO selection criteria, paths to differentiation, and clinical outsourcing trends and forecasts. 

Report Sections
The report includes the following five major sections:
 

1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions 

2. Service Provider Scorecards 

3. Segment Selection Rubrics & CROs to Shortlist 

4. Service Quality Drill-downs 

5. Appendix of Charts and Graphs 

Clinical Research Organizations included:
(Companies in BOLD received a full profile)
 


Accenture 

■Aptiv Solutions  

■Bioclinica 

Charles River 

Chiltern  

■Cognizant  

Covance  

DCRI-Duke 

■Eurofins 

ICON 

INC Research (including Kendle) 

inVentiv (including PharmaNet & i3) 

■Medpace  

■Octagon 

PAREXEL 

PPD 

PRA 

■Premier Research 

Quintiles 

■RPS  

■SGS Life Sciences 

■Tata  

■Theorem (formerly Omnicare)  

UBC 

Worldwide Clinical Trials  

Service quality attributes:
All 14 profiled organizations were measured across 21 service quality attributes critical to clinical development success.
 

Staff Characteristics 

■Project Manager Quality
■CRA Quality
■Therapeutic Expertise
■Project Team Chemistry
■Timely Project Communications
■Minimizing Staff Turnover
Organizational & Financial Characteristics
 

■Breadth of Services
■Global Footprint
■Low Cost
■Minimizing Change Orders
■Overall Value
 Operational Excellence
 

■Up-front Contingency Planning and Trial Risk Management
■Speed of Site Start-up
■Local Market / Regulatory Knowledge
■Delivery of Clean Data
■Meeting Schedules and Timelines
■Meeting Overall Project Timelines
■Meeting Database Lock Timelines
■Meeting First Patient - First Visit Timelines
■Speed of Patient Recruitment
■Speed of Sites / Investigator Recruitment
 
 

  

Table of Contents

2012 CRO Quality Benchmarking Report - Phase II/III Services 1
Copyright and Usage Guidelines 14
Methodology 15
Individual Company Ratings 16
Introduction 17
Study Findings 20
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions 21
Market Dynamics - Growth in Clinical Outsourcing 21
Service Provider Selection - Leadership, Proposal Volume, and Selection Criteria 22
Leadership 22
Proposal Volume 23
Service Provider Usage 24
Service Provider Preference 25
Price Perception 25
Service Provider Selection Drivers 27
Section Summary 29
Service Provider Performance & Scorecards 30
Figure 1 - 'Staff Characteristics' Ratings 31
Figure 2 - 'Operational Excellence' Ratings 32
Figure 3 - 'Organizational and Finance' Ratings 33
Performance Summary By Category 36 Segment Selection Rubrics and CROs to Short List 37
Figure 4 - Selection Rubric for Buyers Who Emphasize 38
Excellence in Project Management 38
Figure 5 - Selection Rubric for Buyers Who Emphasize Operational Independence 39
Figure 6 - Selection Rubric for Buyers Who Emphasize Low Cost / Value 40
Figure 7 - Selection Rubric for Buyers Who Emphasize Global Trials 41
Service Quality Drill-Downs 42
Accenture SVITM 43
Accenture Average Customer Experience 43
Accenture Performance vs. Attribute Importance 44
Accenture Customer Loyalty 44
Accenture Highlights 45
Charles River SVITM 46
Charles River Average Customer Experience 46
Charles River Performance vs. Attribute Importance 47
Charles River Customer Loyalty 47
Charles River Highlights 48
Chiltern SVITM 49
Chiltern Average Customer Experience 49
Chiltern Performance vs. Attribute Importance 50
Chiltern Customer Loyalty 50
Chiltern Highlights 51
Covance SVITM 52 Covance Average customer Experience 52
Covance Performance vs. Attribute Importance 53
Covance Customer Loyalty 53
Covance Highlights 54
DCRI-Duke SVITM 55
DCRI-Duke Average Customer Experience 55
DCRI-Duke Performance vs. Attribute Importance 56
DCRI-Duke Customer Loyalty 56
DCRI-Duke Highlights 57 ICON SVITM 58
ICON Average Customer Experience 58
ICON Performance vs. Attribute Importance 59
ICON Customer Loyalty 59
ICON Highlights 60
INC Research SVITM 61
INC Average Customer Experience 61
INC Research Performance vs. Attribute Importance 62
INC Research Customer Loyalty 62
INC Research Highlights 63
inVentiv SVITM 64
inVentiv (including i3 Research and PharmaNet) Average Customer Service 64
inVentiv Performance vs. Attribute Importance 65
inVentiv Customer Loyalty 65 inVentiv Highlights 66
PAREXEL SVITM 67
PAREXEL Average Customer Experience 67
PAREXEL Performance vs. Attribute Importance 68
PAREXEL Customer Loyalty 68
PAREXEL Highlights 69
PPD SVITM 70
PPD Average Customer Experience 70
PPD Performance vs. Attribute Importance 71
PPD Customer Loyalty 71
PPD Highlights 72
PRA SVITM 73
PRA Average Customer Experience 73
PRA Performance vs. Attribute Importance 74
PRA Customer Loyalty 74
PRA Highlights 75
Quintiles SVITM 76
Quintiles Average Customer Experience 76
Quintiles Performance vs. Attribute Importance 77
Quintiles Customer Loyalty 77
Quintiles Highlights 78
UBC SVITM 79
UBC Average Customer Experience 79
UBC Performance vs. Attribute Importance 80 UBC Customer Loyalty 80
UBC Highlights 81
Worldwide Clinical Trials SVITM 82
Worldwide Clinical Trials Average Customer Experience 82
Worldwide Clinical Trials Performance vs. Attribute Importance 83
Worldwide Clinical Trials Average Customer Experience 83
Worldwide Clinical Trials Highlights 84
Appendix of Charts and Graphs 85
Phase II/III 86
Industry Leaders 86
Proposal Volume by Brand 87
Past 12 Months of Outsourcing Volume 88
Next 12 Months of Outsourcing Volume 88
Most Important Service Provider Attributes 89
Service Provider Attributes Gaining Importance 90
Service Provider Usage 91
Service Provider Preference 92
Best Service Provider at Differentiation 93
Service Provider Cost Experience 94
Price Perceptions 95
Individual Service Provider Service Variability Index (SVITM) 96
Accenture SVITM 97
Charles River SVITM 97
Covance SVITM 98 Chiltern SVITM 98
DCRI-Duke SVITM 99
ICON SVITM 99
INC Research SVITM 100
inVentiv SVITM 100
PAREXEL SVITM 101
PRA SVITM 101
PPD SVITM 102
Quintiles SVITM 102
UBC SVITM 103
Worldwide Clinical Trials SVITM 103
Summary of SVITM 104
Service Provider Loyalty 105
Service Provider Loyalty – A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again 105
Service Provider Loyalty – Large Service Providers 106
Service Provider Loyalty - Company Size 107
Overall Satisfaction with Service Providers 108
Willingness to Recommend Service Providers 109
Likelihood to Use Service Providers Again 110
Service Providers Drill-downs 111
Accenture Use and Satisfaction 111
Accenture Performance Against Expectations 112
Accenture Average Customer Experience 113 Accenture SVITM 115
Aptiv Use and Satisfaction 116
Aptiv Performance Against Expectations 117
Aptiv Average Customer Experience 118
Bioclinica Use and Satisfaction 119
Bioclinica Performance Against Expectations 120
Bioclinica Average Customer Experience 121
Charles River Use and Satisfaction 122
Charles River Performance Against Expectations 123
Charles River Average Customer Experience 124
Charles River Performance vs. Attribute Importance 125
Charles River SVITM 126
Chiltern Use and Satisfaction 127
Chiltern Performance Against Expectations 128
Chiltern Average Customer Experience 129
Chiltern Performance vs. Attribute Importance 130
Chiltern SVITM 131
Cognizant Use and Satisfaction 132
Cognizant Performance Against Expectations 133
Cognizant Average Customer Experience 134
Covance Use and Satisfaction 135
Covance Performance Against Expectations 136
Covance Average customer Experience 137
Covance Performance vs. Attribute Importance 138 Covance SVITM 139 DCRI-Duke Use and Satisfaction 140
DCRI-Duke Performance Against Expectations 141
DCRI-Duke Average Customer Experience 142
DCRI-Duke Performance vs. Attribute Importance 143
DCRI-Duke SVITM 144
Eurofins Use and Satisfaction 145
Eurofins Performance Against Expectations 146
Eurofins 147
ICON Use and Satisfaction 148
ICON Performance Against Expectations 149
ICON Average Customer Experience 150
ICON Performance vs. Attribute Importance 151
ICON SVITM 152
INC Research Use and Satisfaction 153
INC Research Performances Against Expectations 154
INC Average Customer Experience 155
INC Research Performance vs. Attribute Importance 156
INC Research SVITM 157
inVentiv (including i3 Research and PharmaNet) Use and satisfaction 158
inVentiv (including i3 Research and PharmaNet) Performance Against Expectations 159
inVentiv (including i3 Research and PharmaNet) Average Customer Service
inVentiv Performance vs. Attribute Importance 161 inVentiv SVITM 162
Medpace Use and Satisfaction 163
Medpace Performance Against Expectations 164
Medpace 165
Octagon Use and Satisfaction 166
Octagon Performance Against Expectations 167
Octagon Average Customer Experience 168
PAREXEL Use and Satisfaction 169
PAREXEL Performance Against Expectations 170
PAREXEL Average Customer Experience 171
PAREXEL Performance vs. Attribute Importance 172
PAREXEL SVITM 173
PPD Use and Satisfaction 174
PPD Performance Against Expectations 175
PPD Average Customer Experience 176
PPD Performance vs. Attribute Importance 177
PPD SVITM 178
PRA Use and Satisfaction 179
PRA Performance Against Expectations 180
PRA Average Customer Experience 181
PRA Performance vs. Attribute Importance 182
PRA SVITM 183
Premier Research Use and Satisfaction 184
Premier Research Performance Against Expectations 185 Premier Research Average Customer Experience 186
Quintiles Use and Satisfaction 187
Quintiles Performance Against Expectations 188
Quintiles Average Customer Experience 189
Quintiles Performance vs. Attribute Importance 190
Quintiles SVITM 191
RPS Use and Satisfaction 192
RPS Performance Against Expectations 193 RPS Average Customer Experience 194
SGS Life Sciences Use and Satisfaction 195
SGS Life Sciences Performance Against Expectations 196
SGS Life Sciences 197
Tata Use and Satisfaction 198
Tata Performance Against Expectations 199
Tata Average Customer Experience 200
Theorem (formerly Omnicare) Use and Satisfaction 201
Theorem (formerly Omnicare) Performance Against Expectations 202
Theorem (formerly Omnicare) Average Customer Experience 203
UBC Use and Satisfaction 204
UBC Performance Against Expectations 205
UBC Average Customer Experience 206
UBC Performance vs. Attribute Importance 207
UBC SVITM 208
Worldwide Clinical Trials Use and Satisfaction 209 Worldwide Clinical Trials Performance Against Expectations 210
Worldwide Clinical Trials Average Customer Experience 211
Worldwide Clinical Trials Performance vs. Attribute Importance 212
Worldwide Clinical Trials SVITM 213
Cross-service provider performance 214
Breadth of Services 214
CRA Quality 215
Delivery of Clean Data 215
Global Footprint 216
Local Market / Regulatory Knowledge 216
Low Cost 217
Meeting Database Lock Timelines 217
Meeting First Patient / First Visit Timelines 218
Meeting Overall Project Timelines 218
Meeting Schedules and Timelines 219
Minimizing Change Orders 219
Minimizing Staff Turnover 220
Overall Value 220
Project Manager Quality 221
Project Team Chemistry 221
Speed of Patient Recruitment 222
Speed of Site / Investigator Recruitment 222
Speed of Site Start-up 223
Therapeutic Expertise 223 Timely Project Communications 224
Up-front Contingency Planning, Risk Management 224
Respondent Demographics 225
Company Type 225
Primary Area of Responsibility 226
Outsourcing Responsibility 227
Job Title 227
Outsourcing Involvement 228
Phase Responsibility 228
Service Provider Responsibilities 229
Years in the Industry 230
Location 230
Therapeutic Area 231
About Industry Standard Research 232