WEBVTT 00:00:03.136 --> 00:00:04.704 Hi, I'm Richard Baderman. 00:00:04.838 --> 00:00:06.473 I'm a Partner in Deloitte UK's 00:00:06.840 --> 00:00:08.808 Life Sciences Technology Strategy 00:00:08.908 --> 00:00:10.343 and Transformation Practice. 00:00:10.744 --> 00:00:12.846 And I'm here today with my client, 00:00:13.113 --> 00:00:15.048 Dinesh Krishnan, who is the Global 00:00:15.048 --> 00:00:16.516 Head of Enterprise Platforms. 00:00:16.916 --> 00:00:18.184 Welcome to Deloitte's From 00:00:18.218 --> 00:00:19.452 Insights to Impact video series. 00:00:20.453 --> 00:00:21.955 So Dinesh, thank you for your time. 00:00:22.188 --> 00:00:23.456 Thanks Richard for having me here. 00:00:23.590 --> 00:00:23.990 Pleasure. 00:00:24.124 --> 00:00:25.992 Why don't we start and talk a 00:00:25.992 --> 00:00:27.694 little bit about your role and 00:00:27.694 --> 00:00:29.162 maybe the situation you inherited. 00:00:29.396 --> 00:00:31.464 So I started in AstraZeneca in August, 00:00:31.464 --> 00:00:33.633 2022, as you know Richard, and my role 00:00:33.666 --> 00:00:35.769 was to reset up the whole enterprise 00:00:35.769 --> 00:00:37.570 platforms capabilities and ServiceNow 00:00:37.570 --> 00:00:39.472 was the first platform that I inherited. 00:00:39.839 --> 00:00:42.442 I inherited a legacy platform, a platform 00:00:42.442 --> 00:00:44.544 that was not driving the business 00:00:44.544 --> 00:00:46.446 value change that we wanted to enable. 00:00:46.446 --> 00:00:47.614 We had a big ambition. 00:00:47.781 --> 00:00:50.216 Ambition 2030 to get 20 00:00:50.216 --> 00:00:51.785 new medicines out there. 00:00:52.052 --> 00:00:53.720 We wanted to grow the company from a 00:00:53.720 --> 00:00:56.089 35 billion to 80 billion organization. 00:00:56.122 --> 00:00:57.524 We want to be at carbon zero. 00:00:57.957 --> 00:00:59.559 And we always knew that 00:00:59.592 --> 00:01:01.461 ServiceNow could be the platform 00:01:01.461 --> 00:01:02.796 that will power the agenda. 00:01:02.996 --> 00:01:05.031 So clearly you had to make a change, 00:01:05.031 --> 00:01:06.399 and it's very interesting of course, 00:01:06.399 --> 00:01:07.667 because you talked about the fact 00:01:07.667 --> 00:01:10.070 that the platform was constraining the 00:01:10.070 --> 00:01:11.971 ability to change and to transform. 00:01:12.172 --> 00:01:13.773 But equally, AstraZeneca's been going 00:01:13.773 --> 00:01:15.608 through huge growth, and they've got 00:01:15.608 --> 00:01:17.577 an absolutely fantastic ambition to 00:01:17.577 --> 00:01:19.379 double again over the next five years. 00:01:19.379 --> 00:01:20.647 Launch 20 medicines. 00:01:20.647 --> 00:01:23.183 Increase operating margins. 00:01:23.483 --> 00:01:25.118 Maybe just touch a little bit on the value 00:01:25.118 --> 00:01:28.822 case and how by replatforming ServiceNow 00:01:28.822 --> 00:01:30.190 would actually unlock some of that value. 00:01:30.490 --> 00:01:32.892 So we had a lot of transformation 00:01:32.892 --> 00:01:35.428 programs that kicked off even way before 00:01:35.428 --> 00:01:36.930 we got into replatforming program. 00:01:36.930 --> 00:01:38.631 We had future of work in terms of 00:01:38.631 --> 00:01:41.134 reimagining how our workforce will 00:01:41.134 --> 00:01:43.336 operate going forward, especially with 00:01:43.503 --> 00:01:45.939 getting, the offshore capabilities up 00:01:45.939 --> 00:01:48.908 across Mississauga, Lisbon, Warsaw, 00:01:48.942 --> 00:01:50.777 Chennai, Guadalajara, everywhere. 00:01:51.144 --> 00:01:52.545 Then we had this whole thing in 00:01:52.545 --> 00:01:54.080 terms of vendor demand management, 00:01:54.080 --> 00:01:55.949 how do we simplify in terms of 00:01:56.349 --> 00:01:58.551 buying and procuring items, right? 00:01:58.551 --> 00:02:00.220 To kind of simplify the whole journey. 00:02:00.220 --> 00:02:02.122 Then creating complex procurement 00:02:02.122 --> 00:02:03.590 of sourcing strategy around that. 00:02:03.756 --> 00:02:04.724 Everything had to be 00:02:04.724 --> 00:02:06.059 enabled by a platform. 00:02:06.326 --> 00:02:08.528 We took chances and we went through with 00:02:08.728 --> 00:02:11.297 what we had on the legacy platform, but we 00:02:11.297 --> 00:02:13.633 knew the more we tried to get things done 00:02:13.733 --> 00:02:16.002 it became harder and harder and harder. 00:02:16.569 --> 00:02:18.304 And then on top of that, we knew 00:02:18.304 --> 00:02:19.839 the organization is going to change. 00:02:19.873 --> 00:02:21.307 There is a lot of other programs 00:02:21.307 --> 00:02:21.941 that were coming through. 00:02:21.975 --> 00:02:23.543 GBS acceleration is 00:02:23.543 --> 00:02:24.477 going to be kicking off. 00:02:24.711 --> 00:02:26.412 We have IT optimization 00:02:26.412 --> 00:02:27.313 that was coming through. 00:02:27.313 --> 00:02:29.215 Then we have the whole R&D space 00:02:29.215 --> 00:02:30.450 that needs to be capitalized. 00:02:30.984 --> 00:02:32.752 We knew ServiceNow had the 00:02:32.752 --> 00:02:34.687 power to deliver that, but not 00:02:34.687 --> 00:02:36.089 in the conditions that we had. 00:02:36.189 --> 00:02:38.491 So we had to make a change and we 00:02:38.491 --> 00:02:40.226 wanted to come together in partnership 00:02:40.226 --> 00:02:41.828 with Deloitte and ServiceNow to make 00:02:41.828 --> 00:02:44.664 that happen because, we had to deliver 00:02:44.697 --> 00:02:46.900 lifesaving medicines to our patients. 00:02:47.000 --> 00:02:49.636 So clearly a significant business 00:02:49.636 --> 00:02:51.771 case, a hugely justified business 00:02:51.771 --> 00:02:53.640 case in the context of AstraZeneca's 00:02:53.840 --> 00:02:55.808 strategic ambition, but also one 00:02:55.808 --> 00:02:57.844 that I'm very aware of, had quite a 00:02:57.844 --> 00:02:59.779 strict timeframe associated with it. 00:02:59.913 --> 00:03:01.347 A program of that magnitude, at 00:03:01.347 --> 00:03:03.116 the time, many people were talking 00:03:03.116 --> 00:03:05.018 about all that could be 18 months. 00:03:05.418 --> 00:03:06.119 You had nine. 00:03:06.186 --> 00:03:07.053 Tell me a little bit about 00:03:07.053 --> 00:03:07.854 how you coped with that. 00:03:07.921 --> 00:03:09.322 We went through the industry. 00:03:09.355 --> 00:03:11.124 We talked to our partners 00:03:11.124 --> 00:03:13.793 across every sector. 00:03:14.260 --> 00:03:15.728 We even talked with ServiceNow. 00:03:16.329 --> 00:03:17.997 Everyone who has done that, 00:03:17.997 --> 00:03:20.366 took us about 18 to 24 months. 00:03:20.567 --> 00:03:22.368 The company that came really, really close 00:03:22.368 --> 00:03:24.804 to us at that point of time was banking. 00:03:24.837 --> 00:03:26.206 The complexity they had 00:03:26.206 --> 00:03:27.807 mirrored what AstraZeneca had. 00:03:28.274 --> 00:03:30.877 But it was something that, we were pre-warned 00:03:30.877 --> 00:03:33.012 to say it's not gonna be an easy journey. 00:03:33.413 --> 00:03:34.814 It's gonna be a journey that, 00:03:34.814 --> 00:03:37.183 you gotta make some complex 00:03:37.183 --> 00:03:38.651 decision and you gotta be really 00:03:38.651 --> 00:03:40.320 brutal in terms of the execution. 00:03:40.787 --> 00:03:43.756 I always believed that if I had the right 00:03:43.756 --> 00:03:46.826 platform, if I had the right partner, 00:03:47.227 --> 00:03:49.162 and if I had the right enterprise 00:03:49.162 --> 00:03:51.731 spirit across the organization, plus 00:03:51.731 --> 00:03:53.433 the right sponsorship from the top. 00:03:53.766 --> 00:03:55.602 We can accelerate this journey. 00:03:56.002 --> 00:03:57.737 Because we are in the business of 00:03:57.737 --> 00:03:59.439 delivering life-saving medicines. 00:03:59.706 --> 00:04:01.374 People are waiting for medicines to 00:04:01.507 --> 00:04:03.476 get out there and we don't have time. 00:04:03.843 --> 00:04:05.645 If I put myself in that situation, 00:04:05.678 --> 00:04:07.013 I want to get something for my 00:04:07.013 --> 00:04:08.448 family really, really quick. 00:04:08.748 --> 00:04:10.717 So we had to deliver the whole 00:04:10.717 --> 00:04:12.852 transformation in a record time. 00:04:12.986 --> 00:04:14.254 And when we came up with a plan 00:04:14.254 --> 00:04:15.989 with Deloitte to say, we are able 00:04:15.989 --> 00:04:17.490 to achieve that within nine months. 00:04:17.790 --> 00:04:19.759 We say, we gotta put brutal focus on 00:04:19.759 --> 00:04:21.728 that and deliver according to the plan. 00:04:22.028 --> 00:04:23.763 It is something that we had to do. 00:04:23.763 --> 00:04:25.098 It's not something that we wanted 00:04:25.098 --> 00:04:26.733 to do, but we had to do it. 00:04:26.833 --> 00:04:28.201 We really, really appreciate your 00:04:28.201 --> 00:04:29.769 partnership and the way that you 00:04:29.769 --> 00:04:31.537 are able to clear paths for us, 00:04:31.638 --> 00:04:32.839 and it's very, very interesting. 00:04:32.839 --> 00:04:34.774 You talk about just how important 00:04:34.774 --> 00:04:36.542 it is to make sure that we 00:04:36.542 --> 00:04:38.511 made that timeframe stick. 00:04:38.711 --> 00:04:40.246 Because as we know, every 00:04:40.246 --> 00:04:41.481 minute matters when it comes to 00:04:41.514 --> 00:04:43.082 delivering patients to medicines. 00:04:43.483 --> 00:04:45.818 Maybe with that theme in mind, maybe we 00:04:45.818 --> 00:04:47.220 just shift gears a little bit and talk 00:04:47.220 --> 00:04:48.821 about the innovation that's unlocked. 00:04:49.055 --> 00:04:49.922 Have you got maybe a couple of 00:04:49.922 --> 00:04:51.224 examples of the things that you 00:04:51.224 --> 00:04:53.259 are now doing as a consequence of 00:04:53.259 --> 00:04:54.827 a successful replatforming to make 00:04:54.827 --> 00:04:56.329 sure that every minute does matter. 00:04:56.562 --> 00:04:58.998 Now with having a brand new platform, 00:04:59.098 --> 00:05:00.800 that is operating across different 00:05:00.800 --> 00:05:02.935 functional areas across the enterprise. 00:05:03.136 --> 00:05:04.604 We can do a lot more. 00:05:05.104 --> 00:05:07.073 We have Agentic AI that's now 00:05:07.073 --> 00:05:08.808 in place to drive productivity 00:05:08.808 --> 00:05:10.243 and cost savings around that. 00:05:10.510 --> 00:05:12.045 It's not only in IT, we are looking 00:05:12.045 --> 00:05:13.680 in HR, we are looking in finance. 00:05:14.013 --> 00:05:15.381 We are looking at even capitalizing 00:05:15.381 --> 00:05:17.317 on R&D as well going forward. 00:05:17.684 --> 00:05:19.652 We are looking then in terms of move 00:05:19.652 --> 00:05:21.287 works, that's being introduced now into 00:05:21.287 --> 00:05:23.656 the ecosystem to drive productivity 00:05:23.656 --> 00:05:25.558 savings, where we give back time 00:05:25.558 --> 00:05:27.160 to the employees to do what really 00:05:27.160 --> 00:05:29.162 matters in terms of driving the 00:05:29.162 --> 00:05:31.397 whole molecule to patient processes. 00:05:31.864 --> 00:05:33.032 The next thing we are doing in this 00:05:33.032 --> 00:05:34.400 arena, is how do we revolutionize the 00:05:34.400 --> 00:05:37.236 back office in terms of GBS, bringing all 00:05:37.236 --> 00:05:39.372 these service lines through ServiceNow and 00:05:39.372 --> 00:05:41.240 fulfill that service through one single 00:05:41.240 --> 00:05:43.843 platform to the employee's community. 00:05:44.143 --> 00:05:45.712 And then there's a lot more that's 00:05:45.712 --> 00:05:47.180 coming through in the pipeline and 00:05:47.180 --> 00:05:49.215 I'm excited in terms of the roadmap, 00:05:49.549 --> 00:05:51.517 being in Knowledge 2025 and seeing 00:05:51.517 --> 00:05:53.720 the conversation that my IT leadership 00:05:53.720 --> 00:05:56.089 team, the Deloitte partnership, plus the 00:05:56.089 --> 00:05:58.091 ServiceNow leadership team coming together 00:05:58.091 --> 00:06:00.460 to talk about, what's next for AstraZeneca 00:06:00.693 --> 00:06:02.295 and all the capabilities for it. 00:06:02.562 --> 00:06:03.463 It excites me. 00:06:03.796 --> 00:06:05.998 There is going to be significant changes 00:06:05.998 --> 00:06:07.767 coming through the next one or two 00:06:07.767 --> 00:06:11.437 years to use the tech to deliver greater 00:06:11.437 --> 00:06:13.473 business outcome, especially to patients. 00:06:13.506 --> 00:06:13.740 Brilliant. 00:06:13.806 --> 00:06:15.541 Well, I absolutely share your 00:06:15.541 --> 00:06:16.876 excitement and your passion. 00:06:17.176 --> 00:06:18.878 Congratulations to you and your team on 00:06:18.878 --> 00:06:20.713 a very, very successful replatforming. 00:06:20.947 --> 00:06:21.948 It's been an absolutely pleasure. 00:06:22.181 --> 00:06:22.849 Thank you, Richard. 00:06:22.849 --> 00:06:23.116 Thank you.