Flevy Management Insights Case Study
Strategic Growth Plan for Biotech Firm in Oncology Sector
     David Tang    |    Customer-centricity


Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Customer-centricity to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

TLDR A leading biotech firm experienced a 20% drop in R&D productivity and a 15% decline in market share due to insufficient customer focus in its innovation pipeline. By adopting customer-driven innovations and forming strategic partnerships, the company boosted market share by 25% and expedited new cancer treatments, underscoring the need to align R&D with customer needs.

Reading time: 11 minutes

Consider this scenario: A leading biotech firm focusing on oncology is facing challenges in maintaining its competitive edge due to a lack of customer-centricity in its innovation pipeline.

Despite a strong initial market presence, the company has witnessed a 20% decline in its R&D productivity over the last two years, compounded by a 15% drop in market share as competitors introduce more personalized cancer treatments. The primary strategic objective of the organization is to reinvigorate its product pipeline through customer-driven innovation and strategic partnerships, aiming to secure a top position in the oncology sector.



The organization under review has been at the forefront of oncology research but is now encountering stagnation in its development pipeline, which is notably impacting its market position and financial performance. This suggests that the underlying issue may stem from an outdated approach to R&D that does not fully incorporate patient needs and emerging scientific trends.

Environmental Analysis

The oncology sector is experiencing rapid transformation, driven by advancements in personalized medicine and digital health technologies. This evolution is reshaping the landscape of cancer care and treatment, offering both challenges and opportunities for established biotech firms.

Understanding the competitive landscape reveals:

  • Internal Rivalry: High, with numerous firms racing to develop breakthrough therapies.
  • Supplier Power: Moderate, due to the availability of research materials but with specific high-tech components and expertise being in limited supply.
  • Buyer Power: Increasing, as healthcare providers and patients demand more effective and personalized treatments.
  • Threat of New Entrants: Moderate, given the high barriers to entry including regulatory hurdles and significant R&D costs.
  • Threat of Substitutes: Low in the short term but increasing over time as alternative therapies and technologies emerge.

Emergent trends in the industry include the growing importance of genomics and bioinformatics, the rise of patient advocacy in treatment development, and an increased focus on combination therapies. These shifts present opportunities to develop more targeted and effective treatments but also pose risks related to the rapid pace of technological change and evolving regulatory environments.

A PESTLE analysis highlights significant political and regulatory scrutiny, economic pressures from healthcare systems to lower drug costs, social shifts towards personalized healthcare, technological advancements in genomics and AI, environmental concerns over biotech waste, and legal challenges around patent laws and data protection.

For a deeper analysis, take a look at these Environmental Analysis best practices:

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Internal Assessment

The organization boasts a strong foundation in oncology research and a dedicated team of scientists. However, it struggles with integrating recent technological advancements into its R&D processes and lacks a structured approach to incorporating patient insights into product development.

SWOT Analysis

Strengths include a deep understanding of oncology and a robust intellectual property portfolio. Opportunities lie in leveraging digital health technologies and forming strategic partnerships to accelerate innovation. Weaknesses involve slow adoption of new technologies and processes, and threats stem from competitors who are quicker to embrace patient-centric innovation and regulatory changes.

Jobs To Be Done Analysis (JTBD)

Reveals a gap between current research focus areas and the unmet needs of cancer patients, particularly in the realm of personalized and less invasive treatments. Addressing these needs could unlock new growth avenues.

Organizational Structure Analysis

Indicates that the current hierarchical structure may be hindering cross-functional collaboration and fast decision-making, suggesting a need for a more agile approach to project management and innovation.

Strategic Initiatives

  • Accelerate Customer-Driven Innovation: Refocus the R&D strategy to prioritize projects based on direct input from oncology patients and healthcare providers. This aims to align product development more closely with market needs, enhancing the company's competitive positioning. The value creation comes from developing therapies that more accurately meet patient needs, potentially leading to faster regulatory approval and adoption. This initiative requires investment in market research, patient engagement platforms, and training for R&D staff on customer-centric development practices.
  • Forge Strategic Partnerships with Tech Companies: Enter collaborations with digital health and bioinformatics firms to integrate cutting-edge technologies into the research and development process. The goal is to enhance the organization’s capabilities in personalized medicine, leading to the development of more effective cancer treatments. The expected value includes shorter development cycles and a stronger pipeline of innovative treatments. Resources needed encompass negotiation of partnership agreements, integration of new technologies, and cross-functional team building.
  • Adopt an Agile Organizational Structure: Transform the organizational design to promote better collaboration, faster decision-making, and a more responsive approach to innovation. The strategic goal is to create a culture that can quickly adapt to changes in the scientific and regulatory landscape. The value comes from increased efficiency and a more engaged workforce. This requires a comprehensive change management program, including training, revised performance metrics, and enhanced communication systems.

Customer-centricity Implementation KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


What you measure is what you get. Senior executives understand that their organization's measurement system strongly affects the behavior of managers and employees.
     – Robert S. Kaplan and David P. Norton (creators of the Balanced Scorecard)

  • R&D Pipeline Velocity: Measures the time from concept to clinical trials, indicating increased agility and customer focus in product development.
  • Partnership Success Rate: Tracks the effectiveness and outcomes of strategic partnerships, reflecting the organization's ability to leverage external expertise.
  • Employee Engagement Scores: Gauges the impact of organizational changes on staff motivation and satisfaction, a proxy for the health of the company culture.

These KPIs offer insights into the effectiveness of the strategic initiatives, highlighting areas where adjustments may be needed to ensure the plan’s success. Tracking both quantitative and qualitative metrics provides a comprehensive view of progress towards the organization’s strategic objectives.

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Stakeholder Management

Successful execution of the strategic initiatives relies on the active participation and support of a diverse group of stakeholders from both within and outside the organization.

  • Employees: Essential for implementing the new customer-centric R&D approach and agile practices.
  • Technology Partners: Key to integrating new digital and genomic technologies into the development process.
  • Healthcare Providers and Patients: Their input is critical for guiding the organization’s innovation efforts towards meaningful outcomes.
  • Regulatory Bodies: Must be engaged early and often to ensure compliance and support for faster approvals.
  • Investors: Provide the financial backing necessary for new initiatives and need to be kept informed of progress and strategic shifts.

We've only identified the primary stakeholder groups above. There are also participants and groups involved for various activities in each of the strategic initiatives.

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Customer-centricity Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Customer-centricity. These resources below were developed by management consulting firms and Customer-centricity subject matter experts.

Customer-centricity Deliverables

These are a selection of deliverables across all the strategic initiatives.

  • Customer-Centric Innovation Framework (PPT)
  • Strategic Partnership Roadmap (PPT)
  • Agile Transformation Plan (PPT)
  • Technology Integration Blueprint (PPT)
  • Stakeholder Engagement Strategy (PPT)

Explore more Customer-centricity deliverables

Accelerate Customer-Driven Innovation

The organization utilized the Value Proposition Canvas (VPC) to refocus its R&D strategy towards customer-centric innovation. The VPC, developed by Alexander Osterwalder, is a tool that helps companies ensure that their products and services meet the needs of their customers. It was particularly useful for this strategic initiative as it facilitated a deeper understanding of customer jobs, pains, and gains, thereby aligning the innovation pipeline more closely with patient needs in the oncology sector.

To implement the Value Proposition Canvas, the organization undertook the following steps:

  • Conducted comprehensive interviews with oncology patients and healthcare providers to map out their jobs, pains, and gains.
  • Aligned ongoing R&D projects with the identified customer jobs, pains, and gains, prioritizing those with the highest potential impact.
  • Developed new project proposals that specifically addressed unmet needs or significant pains of the target customer segments, integrating feedback loops to continuously refine these projects based on patient and provider input.

Additionally, the organization employed the Diffusion of Innovations Theory by Everett Rogers to understand how its innovations in oncology treatments could be adopted more effectively. This theory helped in identifying key characteristics of its innovations that could influence their adoption rate, such as relative advantage, compatibility, complexity, trialability, and observability.

To leverage the Diffusion of Innovations Theory, the organization:

  • Evaluated each innovation in the pipeline against the five characteristics to predict its adoption rate.
  • Designed targeted communication strategies that highlighted the relative advantages and compatibility of new treatments with existing medical protocols.
  • Implemented pilot programs in select healthcare facilities to increase trialability and observability of new treatments.

The results from implementing these frameworks were significant. The Value Proposition Canvas enabled the organization to realign its R&D efforts towards more customer-centric innovations, leading to the development of three new cancer treatments that were highly aligned with patient and provider needs. The application of the Diffusion of Innovations Theory facilitated a smoother introduction and faster adoption of these treatments in the market, contributing to a 25% increase in the organization's market share in the oncology sector within two years.

Forge Strategic Partnerships with Tech Companies

In pursuing strategic partnerships with tech companies, the organization applied the Strategic Alliance Framework to systematically evaluate, select, and manage its partnerships. This framework is instrumental in identifying potential synergies and ensuring that the collaborations are structured in a way that aligns with the strategic goals of both parties. It proved invaluable for this initiative by providing a structured approach to forging partnerships that enhanced the organization's capabilities in personalized medicine.

Following the Strategic Alliance Framework, the organization:

  • Conducted a thorough analysis of potential tech partners based on strategic fit, technological capabilities, and cultural alignment.
  • Negotiated agreements that clearly defined roles, expectations, and governance structures to ensure mutual benefit and minimize conflicts.
  • Established joint project teams and governance bodies to oversee the integration of technologies and the collaborative development of new oncology treatments.

The implementation of the Strategic Alliance Framework led to the formation of two high-impact partnerships with leading tech companies specializing in bioinformatics and digital health platforms. These collaborations not only accelerated the development of personalized medicine solutions but also enhanced the organization's research capabilities through access to cutting-edge technologies and expertise. As a result, the organization was able to bring two innovative cancer treatments to market 18 months ahead of schedule, significantly strengthening its competitive position in the oncology sector.

Adopt an Agile Organizational Structure

To transform its organizational structure, the organization embraced the principles of the Agile Methodology, a framework originally designed for software development but increasingly applied to organizational design for its emphasis on flexibility, collaboration, and customer focus. The Agile Methodology was chosen for its potential to break down silos, enhance cross-functional collaboration, and accelerate decision-making processes within the R&D department and beyond.

Implementing the Agile Methodology involved:

  • Restructuring teams around specific projects rather than traditional functional lines, enabling more focused and rapid development cycles.
  • Introducing regular sprint meetings to assess progress, address challenges, and adapt plans as necessary, ensuring continuous alignment with strategic goals.
  • Training all R&D staff in Agile principles and practices, fostering a culture of collaboration, flexibility, and customer-centricity throughout the organization.

The adoption of an Agile organizational structure yielded profound benefits for the organization. It not only increased the efficiency and output of the R&D department but also improved employee engagement and satisfaction levels. The more responsive and flexible organizational setup allowed the company to more quickly adjust its strategic focus in response to emerging opportunities and challenges in the oncology sector. Within a year of implementing Agile, the organization reported a 30% increase in the speed of its innovation cycles and a 40% improvement in employee engagement scores, marking a significant step forward in its strategic transformation journey.

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Market share in the oncology sector increased by 25% within two years, following the implementation of customer-centric innovations.
  • Introduced three new cancer treatments highly aligned with patient and provider needs, leveraging the Value Proposition Canvas.
  • Formed two high-impact partnerships with tech companies, leading to the development and market introduction of two innovative cancer treatments 18 months ahead of schedule.
  • Increased the speed of innovation cycles by 30% and improved employee engagement scores by 40% after adopting an Agile organizational structure.

The strategic initiatives undertaken by the organization have yielded substantial positive outcomes, notably in market share growth and the accelerated introduction of innovative cancer treatments. The use of the Value Proposition Canvas and the Diffusion of Innovations Theory effectively realigned the company's R&D efforts towards more customer-centric innovations, directly contributing to the significant increase in market share. Strategic partnerships with tech companies have not only enhanced the organization's capabilities in personalized medicine but have also expedited the development process, allowing for quicker market entry. The adoption of an Agile organizational structure has markedly improved operational efficiency and employee engagement, which are critical factors for sustaining innovation and competitive advantage.

However, the report does not fully address the long-term sustainability of these results, especially in an industry characterized by rapid technological advancements and shifting regulatory landscapes. While the strategic partnerships and Agile transformation have provided immediate benefits, there's a risk of dependency on external entities and methodologies that may not be as effective in different market conditions or against evolving competitive strategies. Additionally, the focus on customer-centric innovation, while successful, requires continuous investment in market research and patient engagement to maintain its effectiveness.

For the next steps, it is recommended that the organization further invests in building internal capabilities for continuous innovation, such as establishing a dedicated digital health research unit to stay ahead of technological trends. Additionally, developing a more robust framework for stakeholder engagement, particularly with regulatory bodies, could help navigate the complex regulatory environment more effectively. Lastly, considering the rapid pace of change in the oncology sector, the organization should explore diversifying its strategic partnerships to include academic institutions and non-profit organizations, which could provide access to novel research and funding opportunities for exploratory projects.

Source: Strategic Growth Plan for Biotech Firm in Oncology Sector, Flevy Management Insights, 2024

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