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OUTSOURCING


Deliver agility without compromising quality


When CEO Sonia Houghton and chief operating officer Phil Hargreaves established Cryosphere Services – rebranded to Cryoniss in May 2020 – they set out to be a truly customer-focused sample storage and logistics management company. The company offers a comprehensive service guaranteeing sample quality at ambient temperatures of +4°C, -20°C, -80°C and vapour phase liquid nitrogen.


to be flexible and responsive to a customer’s needs is a critical success criterion in the clinical arena, as things change so quickly. Alongside internal factors that can affect a study, there are also the external factors to monitor and respond to: political, economic, social, technical, environmental and legal. The arrival of Covid-19 has been an exceptional situation; one that has had a significant impact on the industry, with ClinicalTrial.gov reporting 200 oncology trials being suspended between March and April 2020. The ability of an organisation to be agile to both these internal and external factors is now more important than ever. From the onset, Sonia Houghton and Phil


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Hargreaves, CEO and chief operating officer at Cryoniss respectively, set out to create a truly customer-focused company based on expertise, transparency, honesty and consistency. It is straightforward to implement a process that delivers a high-quality service initially, explains Houghton, however, future-proofing high- quality service delivery against both internal and external factors is the real challenge for a customer-focused company. The first step to achieving this is to acknowledge that change is inevitable and that no one can guess every challenge the future holds. “Despite being incredibly risk-averse, I certainly did not foresee Covid-19,” says Houghton. The second step is to acknowledge that even the most highly trained, skilled and diligent


42 | Outsourcing in Clinical Trials Handbook


here are many key aspects of a service that ensure customers are not only satisfied, but also delighted. The ability


people will make mistakes from time to time, and processes must be developed to highlight these errors immediately at the time of occurrence.


Focus on the customer When establishing Cryoniss, Houghton and Hargreaves first implemented a continual improvement culture based on the principles of ‘Lean Six Sigma’, of which the first principle is ‘always focus on the customer’. “I called it ‘Kaizen philosophy’, while Phil called


it


‘common sense’,” Houghton recalls. “Phil’s comment highlighted a key decision point for our company: do we train our staff in Lean Six Sigma? After a combined 25 years working in large corporations, we had pledged to shelve the acronyms and embrace simple English, which Lean Six Sigma does not lend itself to.” The solution? Working with quality assurance consultant Doug McKechnie at QualiSys Ltd. Through this collaboration, Houghton and Hargreaves developed a quality management system with a Lean Six Sigma framework as a keystone. Subsequently, all procedures, processes


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