Our company had many business achievements and though we were successful, I always felt that there was something missing; until our transformation took place. Guided by our North Star; which is to deliver better outcomes for more patients faster, customer and patient centricity became a real focus when Roche Malaysia’s Leaders made bold changes to shift to an agile operational model and remove sales targets and incentives.
This crucial pivot connects me to a bigger purpose to drive customer and patient value beyond sales; to deliver results that have an impact to our patients’ lives. Today, our business planning sessions include an empty “RED CHAIR” at the table that reminds us of our patients' and customers' voice in our solutions. With this, customer engagement becomes more meaningful as we co-create solutions that addresses the real needs of patients and customers alike. I am happy to see customers appreciating our partnership and co-creation initiatives because we are doing what really matters for the patients.
The place to Work
In a world that is becoming increasingly VUCA (volatility, uncertainty, complexity and ambiguity), I feel proud to be in this organization where my leaders have the vision to transform to an agile organization amidst our current success.
With this change, I am now empowered to drive my own development by broadening my network to other affiliates in the region to learn from their successes and challenges in areas where they are more advanced. I am also able to contribute in return to support our learning and strategy implementation exponentially here in Roche Malaysia.
Today, all these are possible at Roche with the culture of collaboration and networking across functions and geography. I am inspired by this disruptive experience that enables me to work differently with no bureaucracy.
With the new ways of working, I believe we are able to disrupt status quo and innovate creative healthcare solutions that creates positive impact for our patients.