艾昆纬-2024年医疗保健行业全球人工智能监管和质量解决方案领域的客户价值领导者（英）

2024

CUSTOMER

VALUELEADER

lNTHEGLOBALAlREGULATORYAND

QUALlTYSOLUTlONS

SPACEFORHEALTHCARElNDUSTRY

喜IQVIA

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BestPracticesCriteriaforWorld-ClassPerformance

Frost&Sullivanappliesarigorousanalyticalprocesstoevaluatemultiplenomineesforeachawardcategorybeforedeterminingthefinalawardrecipient.Theprocessinvolvesadetailedevaluationofbestpracticescriteriaacrosstwodimensionsforeachnominatedcompany.IQVIAIdentifiedasexcelsinmanyofthecriteriaintheartificialintelligenceregulatoryandqualitysolutionsspace.

Price/PerformanceValue

Thebusinessenvironmentforhealthcareorganizationsismorechallengingthanever.Increasingcomplexityduetoglobalregulations,financialperformancethatrequiresoptimizedresources,andcomplexhealthcaresolutionsaredrivingthedemandforartificialintelligence(AI).Globally,theregulatoryandstandardscomplexitiescontinuetoevolve.Whilethereisacertainlevelofharmonization,countriesmaintainautonomy,leadingtochallengessuchascustominspections,country-specificqualitystandards,andconsiderationsregardingregistrationandpost-marketoperations.

Financially,organizationsmustremainprofitable,whethertheyaresmallcompaniesaimingtogeneratecashflowandbuildapipelinetobecomeacquisitiontargetsorstock-listedcompanieslookingtoenhanceshareholderperformance.Qualityassuranceandregulatoryaffairs(QARA)professionalsaretaskedwithmanagingthiscomplexenvironmentwithintheboundsoffinancialcaution.Moreover,healthcaresolutionsarebecomingincreasinglyintricate.Forexample,inthemedicaldevicesector,expertiseisrequiredbothwithincompaniesandattheregulatorylevel,leadingtomorecomplexdiscussions.AIsolutionsinhealthcaremustconsiderthishighlyregulatedindustryenvironment.

Amidthisscenario,IQVIA’scombinationofconsulting,outsourcing,andtechnologysolutionsistransforminghealthcare.Toputthingsinperspective,specificfeaturesorindustry-leadingcapabilitiesthathighlightthecompany'svaluecomparedtocompetingsolutionsincludeIQVIA’scomprehensivecloudsolutionportfolio,managementandimplementationconsulting,businessandITmanagedservices,andtech-enabledservices.IQVIA’sdifferentiatedstrategyisthecombinationofintelligence-driven

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simplification,automation,andintegrationthatleadstooperationaltransformation.Therefore,thecompany’sperformancevalueliesnotonlyinitsenterprisequalitymanagementsystem(eQMS),SmartSolve,butalsoinitsabilitytointegrateintelligencefromvarioussourcesintoregulatorysubmissions.ThecompanyusesAIembeddedinIQVIAVigilanceDetect,whichemploysAI,naturallanguageprocessing(NLP),andcustomsentimentontologiestouncoveradverseeventsandproductqualitycomplaintsacrosslargeanddiversedatasets.Additionally,AIisembeddedinIQVIAeQMSandinIQVIARIMS,afullyintegrated,cloud-based,end-to-endregulatoryinformationmanagementsystem.Together,thesesystemsandtheirembeddedAIcontributetofosteringasinglesourceoftruth.Thisapproachfacilitatestransparencyandcollaborationacrossfunctions,improvesright-first-timeoutcomes—whetherforproductregistration,auditresponses,orsafetyevents—andenhancescommercialperformance.Byincreasingtheprobabilityofright-first-timeactivityandminingprecedentinformationtosupportthatendeavor,IQVIAhelpsQARAprofessionalstoachievemorewithless,drivingefficiencyandeffectivenessincomplianceactivities,allwhileoptimizingspeedandaccuracy.OnekeyaspectofIQVIAisitscommitmenttodeployingqualitymanagementwithacommercialfocus,emphasizingbothpatientsafetyandcommercialperformance.IQVIA’sAIcandriveoptimizations,insights,andefficiencies,allowingQARAprofessionalstoimprovepatientsafetyandproductqualitywithintheboundsoffinancialprudence.Ultimately,IQVIAenablescommercialperformancethroughimprovedoperationalefficienciesandeffectiveresourceutilization.

IQVIAuseofon-demandNaturalLanguageProcessing(NLPAI)fortranslationstoadvanceenduserefficiency.

Thelifesciencesindustryfacesnumerouscomplexitiesacrosssafety,regulatory,andqualityfunctions.Forinstance,thescopeofaqualitycertificateencompassesquality,regulatory,andsafetyaspects.Therefore,anorganizationcannotobtaincertification,suchasISO13485,unlessitsqualitysystemincorporatessafetyprocessesandregulatoryproceduresfordocumentation,adverseeventreporting,recalls,andmore.Operationalexecutionrequiresthatall3areasfallwithinthescopeofaqualitycertificateforanorganizationtoenterthesector.Toaddressthesechallenges,IQVIAofferscomprehensiveandintegratedquality,regulatoryandsafetysolutionsandservices.Itisthefirstcompanytoofferintelligentlyconnectedintegrationforallquality,regulatoryandsafetyprocessesacrosshealthcare,acceleratingdigitaltransformationthroughSoftware-as-a-Service(SaaS)andintelligence-drivensimplification,automation,andintegrationoffunctions,processes,andsystems,asopposedtoothersolutionsthatlacksuchwide-rangingfunctionality.Forinstance,SmartSolveconnectswiththe

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“OnekeyaspectofIQVIAisits

commitmenttodeployingquality

managementwithacommercialfocus,emphasizingbothpatientsafetyand

commercialperformance.IQVIA’sAIcandriveoptimizations,insights,and

efficiencies,allowingQARAprofessionals

toimprovepatientsafetyandproductqualitywithintheboundsoffinancialprudence.Ultimately,IQVIAenables

commercialperformancethrough

improvedoperationalefficienciesandeffectiveresourceutilization.”

-SankaraNarayanan,IndustryDirector

safetyandsurveillanceenvironment,aswellas

regulatoryframeworks,drivingsafety,regulatory,andqualityworkflowsandautomation.

IQVIAregulatoryandqualitysolutionsdigitalizeregulatoryandqualityprocesses.Bystreamliningtheend-to-endactivitiesofQARAacrossorganizations,businessescanbringproductstomarketandmaintaintheirpresence.However,QAandRAoftenoperateasseparatedisciplines,leadingtosignificantduplicationofwork.IQVIAaddressesthisissuebyprovidinganend-to-endsolution,deliveringvalueacrosstheentireorganizationratherthanfocusingsolelyonindividualpillars.

Withintheregulatoryandqualitysphere,IQVIAprovidesanecosystemcomprisingapproximately18

modules,includingdesigncontrol,changemanagement,documentmanagement,complaintmanagement,andsuppliermanagement.Additionally,thecompanyprovidesdataminingcapabilitieswithtoolslikeVigilanceDetect,whichemploysAIandNLPforliteratureandsocialmediamonitoring.IQVIAintegratesthesesolutionstoenablehealthcareorganizationstoadoptamodularandscalableapproachtoend-to-endsolutions.

Differentorganizationshavedifferentrequirementsdependingonproducttype,routetomarket,andorganizationalmaturity.IQVIA’secosystemofsolutionsandmodulesallowsthecompanytolistentothecustomer’sproblemstatement,understandtheworkflowsthatneedimprovement,andidentifydataanddecisionpointsthatrequireattentionandtheirfrequencyofaddress.Then,IQVIAprovidestailoredsolutionswiththecustomeratthecenteroftheprocess.AIallowsIQVIAtostreamlineworkflows,driveautomationtoconnectprocessimprovements,andprovideinsightsintoindividualactivities.Operationalimprovementsfocusonpatientsafetyandenhancecommercialperformance.

IQVIA’sAIstrategycentersonacceleratinguseractivitiesandsimplifyingprocesses.However,QARAprofessionalstendtobeconservativeandarenotyetfullyreadyfortotalhands-offAIsolutions.Toaddressthisissue,IQVIAprovidesnumerousrecommendationengines,whichareverywellacceptedwithintheframeworkofIQVIA’send-to-endstrategyacrossitssolutions.

CustomerOwnership,Purchase,andServiceExperience

EQMSvendorshaveembarkedonsignificantAIdevelopmenteffortsincomplaintsmanagementandadverseeventreporting,leveragingtheabundanceofdataavailablefrompublicdomains.Thisfocusisdrivenbyhighdemandfromcustomers,particularlyinareaslikecomplaintsmanagementandadverseeventreporting,whereorganizationsseekAIassistancetoenhanceaccuracyandconsistency.AnotablefeatureofIQVIA’seQMSsolutionisitsabilitytointegratewithotherpartsoftheecosystem.AnimportantinitiativeundertakenbyIQVIA’SeQMSproductteamisleveragingIQVIAVigilanceDetect,adataminingtoolcapableofextractinginsightsfrombothstructuredandunstructuredcontent.Byscanningsocial

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mediaplatforms,monitoringcustomerserviceinboxes,andlisteningtocallcenteraudiofiles,thistechnologyidentifieslanguagepatternsacrossnumerouslanguages,flaggingproductqualityissuesoradverseeventsforhumanreview.VigilanceDetectmitigatestheriskofhumanfatigueasitsalgorithmsexecuteonaregularbasis,whilehumansstillretaincontroltoagreeordisagreewithflaggeditemsandprovidefeedbacktotheAIengine,improvingitsperformanceovertime.Itisagreatsolutionforadverseeventreporting,helpingorganizationswithremediationactivities,particularlyincasesofhigh-volumeadverseeventsrequiringquickcapture.OrganizationscanusethisAItooltoachievesubstantialadvancementsinglobalqualitycompliance.Therefore,thepowerofAIservesasbotharemediationtoolandasacomponentthatembedsinstrongerprocesses,suchasadverseeventreporting.

SupportingindustryprofessionalsinenhancingpatientoutcomesisthetoppriorityofthisAIvendor.IQVIAconsidersthatacommercialfocusonqualitymanagementsystemsmustalignwithdeliveringbetterandsaferpatientcare.ToillustratethebenefitsofitsAItoseniormanagement,IQVIAemphasizes4keyaspects:top-linegrowth,operationaleffectiveness,operationalefficiency,andcompliance.IQVIA’scommitmenttoasinglesourceoftruthguaranteestransparency,ensuringthattherightproductoftherightqualityreachestherightsectororcustomerattherighttime.Thisfacilitatespredictabletop-linegrowthandminimizesstockoutsduetorecallsandproductqualityconcerns,allowingorganizationstomaintaintheirindustrypresence.Operationally,theIQVIAecosystemstandardizesandharmonizesprocesses,improvesright-first-timeactivities,andoptimizesresourceutilizationbyremovingmanualintegrationsacrossdifferentsolutionsfromdifferentproviders.Thisenhancesbothoperationaleffectivenessandefficiency,withAIplayingacrucialroleinworkflowoptimization.Moreover,asorganizationsstrivetobringproductstomarketandoptimizeconnectivity,efficiency,andAI,compliancebecomesafocalpoint.Frost&SullivanrecognizesthevaluepropositionofIQVIA’sregulatoryandqualitysolutions,highlightingtheirsignificantbenefitsinenhancinganorganization’scommercialperformanceandprofessionalactivities.

IQVIAuseofMachineLearningandNLPonadverseeventstorecommendappropriateproblemcodes.

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“Supportingindustryprofessionalsin

enhancingpatientoutcomesisthetop

priorityofthisAIvendor.IQVIAconsidersthatacommercialfocusonquality

managementsystemsmustalignwith

deliveringbetterandsaferpatientcare.ToillustratethebenefitsofitsAItosenior

management,IQVIAemphasizes4key

aspects:top-linegrowth,operational

effectiveness,operationalefficiency,andcompliance.”

-SankaraNarayanan,IndustryDirector

IQVIAdoesnotmerelyofferanAIsolutiontoits

customers—itunderstandsthatthekeyisnotimplementinggenerativeAIeverywherebutofferingtherightAIsolutiondesignedtounderstandworkflow,data,privacy,availability,andtheneedtocodifycertaininformationcorrectlyforeffectiveAIoperation.Withitssolutionsbeingdeployedatmultiplesitesaroundtheworld,IQVIAworkscloselywithcustomerstoensureanoptimalserviceexperience.Itregularlycontactscustomerstoremainabreastoftheirneedsandensuresthattheyhavethelatestversionsofitssolutions.

ConcerningAIsolutions,IQVIAaddressesseveralkey

questions.Thefirstquestionisrelevance:IsthetechnologyrelevanttoQARAprofessionalsandalignedwithgloballymandatedprocesses,procedures,documents,anddatarequiredbyregulationsandstandards,ratherthanmerelybeingtechnology-driven?Inresponse,IQVIA’ssolutionssupportallactivitiesofQARAprofessionals,aligningdata,documents,workflow,analytics,andreportingwiththeregulatoryandstandardrequirementsthatdrivetheglobalsolutionsforQARAprofessionals’end-to-endqualitymanagement.Thesecondquestionrevolvesaroundcompliance:Isthesolutioncontrolled?Dependingonthetypeofsolution,IQVIAensuresvaryinglevelsofvalidationandcompliancewithotherAIregulations,suchastheEuropeanAIAct(EUAIA),whichisrecentlycomingintoforce.Thethirdquestioniscost-effectiveness:Isthesolutioneconomicallyviableandaffordable?QARAprofessionalsmustbeempoweredtonavigateacomplexenvironmentforcomplexproductsinacost-effectiveway.IQVIAcloselyalignswithitscustomers’needs.Whilethecompany’ssolutionsaddincrediblevalue,IQVIAiscarefultoensuretheydonotbecomecostprohibitive.Asahealthcarecompany,IQVIAprioritizesprovidingsafe,effective,andfinanciallysavvyhealthcaresolutionsratherthansimplychasingtechnologicaladvancements.IQVIAexploresAIsolutions,integratingthemintoworkflowswhileassessingthevolumeofdataneededforeffectiveness.Thecompanydevelopssolutionsthatarecost-effectiveandenableorganizationstooptimizetheirresources,allowingthemtofocusmoreonpatientsafetyandcommercialgrowthactivities.

Overall,IQVIAadoptsacustomer-centricapproach,consideringthelevelofAIadoptionacustomerispreparedforandtailoringsolutionstothespecificusecase.IQVIAbeginsbyunderstandingthecustomer’sbusinesscontext,products,routetomarket,maturitylevel,significantworkflows,andareasofriskoropportunity.Then,thecompanyanalyzesthedataandproceedswithsolutioning,offeringmodularandscalablealternativesthatprovideflexibilityforthecustomer.

HumanCapitalandBrandEquity

AnadvantageofIQVIAisitsemployees,whohaveextensiveexperienceinthelifesciencesindustrythroughouttheircareers.TheyunderstandtheircustomerbaseandmeticulouslyadviseonAIapplicationstoensurethatIQVIAsafeguardstheirdecisions,compliance,anddata.

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Customerschooseavendornotonlyforthebestqualitymanagementsystem,butalsoforthevendor’scapacitytoenhancecommercialperformancebyreducingsafetyevents,ensuringtimelyadverseeventreports,prioritizingpatientsafety,fosteringcommercialgrowth,andmanagingregulatorrelationships.IQVIAexcelsinmeetingthesecustomerexpectations.

Conclusion

HealthcareorganizationsneedAIsolutionstailoredtotheirhighlyregulatedindustryenvironment.IQVIAsuccessfullymeetsthisdemand.Thecompany’scombinationofconsulting,outsourcing,andtechnologysolutionstransformshealthcareandsupportindustryprofessionalsinimprovingpatientoutcomes.IQVIA’sAIsolutionsdigitalizeregulatoryandqualityprocesses.Thecompany’svaluepropositionenablestop-linegrowth,operationaleffectiveness,efficiency,andcompliance,allofwhichsignificantlyboostcompanies’commercialperformanceandprofessionalactivities.IQVIA’srelevant,controlled,andcost-effectiveAIsolutionsfurtherenhanceitscustomervalueproposition.Thecompanyhasproventhatacomprehensivefocusonpatientsafety,patientcare,andcommercialperformanceispossible.Throughright-first-timeactivitiesandasinglesourceoftruth,IQVIAtacklestheincreasingcomplexitiesofglobalregulations,optimizesresourceallocationtoachievethesetfinancialperformance,andprovidesstrategiesforcomplexhealthcarechallenges.Frost&SullivanapplaudsIQVIA’scustomer-centricapproach.

Withitsstrongoverallperformance,IQVIAearnsFrost&Sullivan’s2024GlobalCustomerValueLeadershipAwardintheAIregulatoryandqualitysolutionsspaceforthehealthcareindustry.

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WhatYouNeedtoKnowabouttheCustomerValueLeadershipRecognition

Frost&Sullivan'sCustomerValueLeadershipAwardrecognizesthecompanythatoffersproductsorservicescustomersfindsuperiorfortheoverallprice,performance,andquality.

BestPracticesAwardAnalysis

FortheCustomerValueLeadershipAward,Frost&Sullivananalystsindependentlyevaluatedthecriterialistedbelow.

BusinessImpact

FinancialPerformance:Strongoverallfinancialperformanceisachievedintermsofrevenues,revenuegrowth,operatingmargin,andotherkeyfinancialmetrics

CustomerAcquisition:Customer-facing

processessupportefficientandconsistentnewcustomeracquisitionwhileenhancingcustomerretention

OperationalEfficiency:Companystaffperformsassignedtasksproductively,