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Medium Market Entry Operations Technology Integration

Pharma Outsourcing and Tech Adoption

#Healthcare #Human Capital
ProHub Comment

This human capital case tests the candidate's ability to manage simultaneous organizational challenges: scaling through international expansion, implementing outsourcing for the first time, and driving technology adoption among a mature, long-tenured workforce. Success requires balancing operational efficiency gains with employee engagement and cultural integration—key drivers of profitability and retention.

Estimated Time 27 minutes
Difficulty Medium
Source Wharton
25 / 100
Waltham&Rose, a pharmaceutical company based and solely operational in the US, has recently announced its imminent international expansion to Germany and France. The company will be increasing its employee numbers by 50% as a result of this expansion. To ease workloads and minimize complexity during this growth phase, Waltham&Rose executives are strongly considering outsourcing health benefits management. Executives have also decided to, for the first time, integrate a cloud-based CRM software, which all employees (many of whom have worked for Waltham&Rose for decades) will be required to use. Waltham&Rose has sought out Deloitte Human Capital to develop and help implement a seamless CRM technology adoption process, and to help ensure new Europe-based employees feel they are a part of the Waltham&Rose “family,” and represent the brand well.

Clarifying Information

  1. Are any Waltham&Rose senior executives planning to relocate to Europe? - There have been some discussions about this, but as yet there is no firm plan for any senior executive to relocate
  2. Since the company has operated purely domestically for decades, do that have any in-house expertise about European business regulations? - No
  3. You mentioned that some employees have worked for Waltham&Rose for decades – what’s the demographic breakdown of their workforce overall? In terms of age, in particular? - It’s largely people in their forties and fifties, most of whom have worked for the company for at least 10 years
  4. Is there already a plan in place for outsourcing the healthcare benefits? - No – and outsourcing is new territory for Waltham&Rose
Mock Interview
Interviewer

Waltham&Rose, a pharmaceutical company based and solely operational in the US, has recently announced its imminent international expansion to Germany and France. The company will be increasing its employee numbers by 50% as a result of this expansion. To ease workloads and minimize complexity during this growth phase, Waltham&Rose executives are strongly considering outsourcing health benefits management. Executives have also decided to, for the first time, integrate a cloud-based CRM software, which all employees (many of whom have worked for Waltham&Rose for decades) will be required to use. Waltham&Rose has sought out Deloitte Human Capital to develop and help implement a seamless CRM technology adoption process, and to help ensure new Europe-based employees feel they are a part of the Waltham&Rose "family," and represent the brand well.

You

Thanks. Before analyzing, I'd like to clarify a few key questions...

Interviewer

Good question. Let me provide some background information...

You

Based on this, I suggest analyzing from these dimensions...

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Waltham&Rose, a US pharmaceutical company, is rapidly expanding internationally to Germany and France with 50% workforce growth. Simultaneously, they’re outsourcing health benefits management and mandating cloud-based CRM adoption among employees with decades of tenure. Deloitte Human Capital must design a seamless technology adoption process while ensuring cultural cohesion and engagement across the new international organization.

Key Insights:

  1. Multi-concurrent organizational change requires prioritized work streams with clear sequencing to avoid change fatigue
  2. Long-tenured employees (40s-50s, 10+ years) may resist technology adoption and international changes—engagement and communication strategy is critical
  3. Lack of European regulatory expertise and no prior outsourcing experience creates significant implementation risks requiring external expertise and careful planning
  4. Leadership presence in new offices (expatriate or senior local hires) is essential for cultural integration and brand consistency in international expansion
  5. Benefits outsourcing anxiety can harm performance—clarity, accessibility, and transparent transition planning are essential to minimize employee disruption