Delivering Significant Gains Through Responsible Management System

With laboratory equipment and scientific resources ranking as the highest value asset to the scientific industry, deploying a responsible and cost effective management system is proven to deliver significant gains in both cost efficiencies and improved utilisation of equipment by scientists within the laboratory. Traditional solutions tend to be costly; inhibit efficiency and are inherently service fragmented.

Seeing the positive benefits in bringing a single solution to its clients, share best practice and deliver innovation, Sodexo launched its Pharmaceutical Division not simply focussed on Chromatography repair, however a solution that has been supplying a range of scientific support services since 2003.

As part of the greater Facilities Management portfolio of services, Sodexo have built a strong, compliant and dedicated team of experts focussed in delivering laboratory instrument support and other laboratory service activities. They have applied a fresh approach to a long term problem. Further innovation of these services allows the group to continue its growth into new areas of scientific support having a proven and positive impact on their clients business.

Procuring and maintaining complex and expensive lab equipment is a significant challenge throughout the scientific sector and historically instrument manufacturers have taken advantage of the volume and variety of models and ages of equipment that customers manage. Sodexo offer a solution to this ageing model by deploying client based on-site engineers responsible for laboratory equipment. Providing ‘first fix’ service for much of the equipment in use and arranging and managing planned maintenance, breakdown contracts with manufacturers of more complex systems, offering the entire laboratory service.

The results speak for themselves:
➢ Commercial savings of 25-40 per cent
➢ Improved instrument uptime from 2 days to within 4 hours *(Fixed)
➢ A complete laboratory solution from Lab Auxilliary through Technician up to competent engineers fixing scientific assets

Sodexo’s heritage is built on the staff they attract and retain. They have successfully managed the transfer of thousands of employees who continue to thrive and develop in their organisation.

Their human resources team includes talent managers, who understand and base their recruitment and retention strategies on what will attract the best people and what will make those people stay with Sodexo. Their methods for attracting and recruiting the right quantity and caliber of personnel can be classified under three headings: attracting the right candidates, recruiting the right staff and retaining the right people. This brings continued staff development and opportunities which consequently improve client operations. In particular laboratory auxiliary and technical laboratory services staff are engaged in laboratory service operations alongside the instrument engineers to develop related activities.

Sodexo have a joined up team with the logistics operations for stewarding and other lab services such as specialist cleaning and work as a single solution to the science, a “One Team” approach. Providing GMP cleaning services to their clients since 1989 they are covering over 1 million square feet of client space, employing 8,000 operatives in the UK alone; for more technical laboratory activities delivering laboratory support to over 10,000 scientists.

The Laboratory Services solution managed by a central team comprises of dedicated engineers delivering instrument services within the labs; an administration team and systems to simplify and challenge the processes; commercial experts to negotiate the best possible terms and meet regulatory compliance; dedicated Health &Safety quality teams accredited to ISO9001:2000 standard to advise on best practice and audit.

Aligning policy and procedures with its clients and the industry regulators, Sodexo ensures their understanding of work assisting their clients in passing inspections and through this build long term partnerships.

Sodexo already minimise risk by delivering compliant services in to the R&D and Manufacturing industries adding to the standard service offerings such as service level agreements (SLAs), key performance indicators (KPIs) that are expected by the business. Throughout the Sodexo Pharmaceutical Division a combination of business improvement methodologies are used to drive out waste and variation (i.e. combination of lean manufacturing, six sigma and systems thinking).

Sodexo has adopted a Lean Service (Operational Excellence) program initiated in July 2008. The purpose of this activity is to architect an OE deployment program that will result in greater rigour being applied to existing improvement projects and improvements being made that are sustainable. In the first year of the program, focussed on general lab activities, Sodexo's improvement initiatives in this area of Facilities Management are running at ~16% savings.

Their Laboratory Service solution is designed not to be a one-off but one that can be built into management processes for the future. R&D labs and Manufacturing operations alike are constantly being improved and updated to meet rapid advances in technology. To future proof the solution Sodexo has developed a ‘learning laboratory’ which enables it to collaborate with other instrument manufacturers and service providers. This also allows up to date technical training needs required by the introduction of new technologies.

Being independent of the instrument sales process, Sodexo has been able to add value to the business and avoid a conflict of interest with the instrument manufacturers. This allows the client purchasing decisions on the basis of scientific need and leaves Sodexo to support the lifecycle management of the instrument from service to disposal.

As one client explains “We are able to make independent and informed decisions on asset acquisition, without the worry and hassle of the follow up issues associated with maintenance, servicing, repair and compliance. We can now really maximise our assets in a way we could not before. Sodexo do it all – it’s effectively managed and executed.”  While the end user in the lab is able to concentrate on their science, Sodexo takes the hassle out of instrumentation support, preparation of basic laboratory tasks and general support services. There is truly a single point of contact for all laboratory support needs and smarter working practices have reduced systems downtime, simplified the process and improved regulatory compliance. There is increased visibility of service reporting and consistent delivery of services with dedicated staff that have developed a real understanding for the end users and business needs.

Quote: “Knowing that a team of competent staff who understand our science, equipment and business are at hand and able to react quickly and appropriately to our issues really helps. This is both on a proactive way for planned services and highly reactive way for those unplanned downtime, this really helps us focus on what we do best – the science”

Furthermore manufacturers have been often unwilling to take on core resources unless there is an increase in service quota or an increase in the number of instruments installed at client site and even then the employment of staff has a tendency to be slow and complex. By comparison Sodexo evaluates the business needs of each client and employs engineers and expertise based on the individual client requirements. Where Sodexo does sub-contract or escalate to the manufacturer, the offsite technician is hosted by Sodexo to the instrument, allowing the scientists to continue with their work. Sodexo also delivers services exactly to agreed service level agreements and partner contract procedures.

The new process ensures that the lab user spends less time preparing the systems. An on-site labour and parts cache ensures faster response to the end user needs whether this is glasswash, consumable replenishment, sample despatch, instrument set-up, calibration or repair. Each request is attended to by a technical expert within two hours. For instrument support typically 80 per cent of the average laboratory equipment being fixed within fours hours by Sodexo self delivered technical engineers. This is a huge improvement on previous practices and leads to less equipment being required for back-up to cover un-expected downtime. There is also a managed schedule of maintenance service to meet the compliance needs which in-turn reduces risk of breakdown.

In addition to improving the everyday experience by lab users the Sodexo solution has made massive strides in capital investment savings and consolidation. Where possible Sodexo consider extended equipment usage beyond the typical lifetime provided by the manufacturer. Sodexo deliver corresponding reductions of cost, improved budget management and environmental savings being made for the client.

Sodexo’s expertise in the consolidation of laboratory support for its clients comes in to play by reducing the customers overall management costs, employing its integrated facilities management tool to streamline administrative resources. Sodexo can identify and re-deploy existing surplus assets via Sodexo asset management teams across the clients business resulting in reduced capital expenditure sharing capital investment among various labs.

For their optimised model linking laboratory services, Sodexo institute a program of tiered support operatives from lab auxiliaries through lab technicians to instrument support engineers. By linking these services in to one soft technical service stream enables additional cross functional benefits for the customer knowing that one true supplier is supporting the entire laboratory.

Clients comment on the success of the improved laboratory service provided “Sodexo have brought real benefit to our company at both organisational and end-user levels. In addition to radical cost savings over previous models, they have improved reliability, up-time, performance and productivity for us.”

Working with its Pharmaceutical clients has enabled Sodexo to develop a Laboratory Service that can be applied to any lab operation where chromatography, spectroscopy or automation systems are in use.

It is a collaborative approach between Sodexo, the client and the manufacturers which provides mutual benefit for all parties. Sodexo has the expertise to provide a comprehensive multi-site laboratory service and is keen to continue to identify new clients that will benefit.

Activities by roles supported by Sodexo Laboratory Services solution:

Laboratory Auxiliary
Laundry processing
Cleaning Non-radioactive sinks, benches and worktops
Recycling (tips, cartridges, ice packs etc.)
Maintenance of eyewash cabinets
Total glassware management
Fridge Freezer Maintenance
Ordering / maintaining stock levels (consumables, solvents, chemicals)
Biohazard, sharps bins, clinical waste

Laboratory Instrument Service
Application and IT support
Mechanical Engineering
Logistics and Project Management
Repair scientific instruments, Preventative Maintenance, Calibration services
Decommission and re-commission of instruments
Qualification and requalification (IQ/OQ/PQ)
Product design, proof of concept
Instrument modifications
User training
PAT testing
Contracts and vendor management (SLAs and KPIs)
Tracking and forecasting of costs down to instrument level
Financial and data analysis - reporting
Forecasting and trending
Management of visiting contractors (HS&E, security)
Scheduling of repairs, PM, calibrations
Record management, archive and retrieval
Asset Management
Tagging, audit, financial cycle count audits
Lifecycle management from purchase to end of life
Legal and regulatory requirements
Product harmonisation
Quality Centre, regulatory and EHS support
Level 1/2/3/4 participation of audit
Lead quality investigations and CAPAs maintenance of ISO
Industry updates and innovation

Technical Lab Services
Sample racking
Cleaning Incubators and water/ultra sonic baths
Stock control of local PPE
Topping up solvent bottles, nitrogen NMR
Checking PH Meter, balance calibrations, dry weights
Autoclave operation
Dehumidifier changing
Harvesting glass beads
Radioactive testing
Plate disposal
Pipettes for service and calibration
Sample and despatch
Making up solutions and media prep
Stock control fridge freezers
Maintenance of moisture meters
Management of general chemists tasks
Producing chemical labels, plate labeller
Matrix machine daily cleaning
Maintenance of CPU equipment