CRO Quality Benchmarking - Phase I Service Providers -





Publication Date: Q3, 2013 | Pages: 132 | 110 Respondents | 234 Charts and Graphs | 360 Service Encounters

In its 5th year, ISR’s “CRO Quality Benchmarking” series provides the pharmaceutical idustry 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 2013 Phase I benchmarking report includes data from 360 unique service evaluations across 22 Phase I service providers.
  
This year, ISR’s 2013 Phase I benchmarking report includes data from 360 unique service evaluations across 22 Phase I service providers.

 
Major Report 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

 
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.

 
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 22 clinical service providers.

 
Phase Specific Outsourcing Behaviors and Trends: Decision-makers from hundreds of global pharmaceutical and biotech companies provide insight into their clinical outsourcing practices and strategies.

 
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 timelines
• Meeting database lock timelines
• Meeting first patient / first visit timelines
• 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

 

 
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
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 timelines
Meeting first patient / first visit timelines
Meeting overall project timelines
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