Learn how North Highland partnered with a global Life Sciences company to build governance and adoption for a 40k-user AI procurement organization.
The Challenge
Our client, a major pharmaceutical organization, faced a transformation imperative: shifting procurement from a compliance checkpoint to a strategic business partner. In partnership with technology vendor ORO, they were implementing an AI-driven procurement platform designed to modernize operations, consolidate vendor relationships, and unlock competitive differentiation.
The technology was powerful, but technology alone doesn't transform organizations. Without the right governance, adoption framework, and change management discipline, even the most sophisticated platform would fail to deliver value. The program had been operating in silos with limited structure. Teams across regions and functions weren't aligned on how to use the system, what outcomes to expect, or who owned what. Risk management was reactive. Since the organization lacked disciplined operational processes, it could not reach the adoption rates needed to justify its investment, nor could it scale the program without encountering significant challenges.
The stakes were high: a failed rollout could result in wasted resources, diminished confidence in procurement modernization, and reinforce the perception that the organization was slow to adopt innovation.
The Solution
North Highland partnered with the client to build the governance and operational framework necessary for successful enterprise adoption, the critical foundation that technology alone cannot provide.
Many implementation programs falter. Not for lack of vision, but because accountability is unclear, and interdependencies become tangled. We addressed these challenges directly by designing a milestone-driven program structure. Every task was sequenced with precision, governance was transparent, and roles were clearly defined, so everyone knew exactly what they owned.
To bring this structure to life, we established disciplined routines that kept our distributed teams connected and focused. Weekly check-ins were purposeful and efficient; reporting was streamlined to highlight what mattered most, and collaboration tools, like RAID logs and status updates, were used consistently. Our meeting protocols ensured every conversation drove progress. These routines were the glue that kept the program on track and prevented small issues from escalating.
At the heart of our approach was an integrated RAID framework, covering both technical and business readiness. By viewing Risks, Assumptions, Issues, and Dependencies through a single lens, we gave leaders the clarity they needed to make confident decisions. This meant we could address challenges proactively, rather than reactively.
We centralized all program activity so teams could easily access plans, documentation, RAID logs, and collaboration artifacts, while leadership benefited from real-time visibility into status and risks. Information stayed organized and accessible, so nothing slipped through the cracks
Measurement was built in from day one. Detailed scorecards turned progress into clear metrics, and structured handoff protocols ensured smooth transitions between phases. This gave our client tangible evidence of momentum and empowered leadership with the insights needed to champion the program’s success.
The Impact
This approach resulted in a transformation of the client's ability to execute complex, cross-functional initiatives, impacting this program and future initiatives alike.
- Greater Efficiency and Alignment: The milestone-based plans, clear governance, and defined RACI roles eliminated the chaos of competing priorities and unclear ownership. Coordination improved dramatically, and transparency meant fewer surprises.
- Quick Issue Resolution: Because of the disciplined cadences and early-warning risk management routines, the team identified problems fast and solved them faster. The structured approach to governance and risk meant issues didn't balloon into program destroyers.
- Clear KPIs and Visibility: Leadership had concrete metrics and scorecards that showed exactly where adoption stood, where friction existed, and what actions were needed. Data-driven sponsorship replaced guesswork.
- Scalable Delivery Model: The integrated program plan, unified RAID log, and centralized SharePoint hub created a replicable operating model. This wasn't a one-time fix; it was a framework the organization could deploy across future initiatives, whether technology implementations or operational transformations.
- Sustained Program Discipline: The structured handoff, coaching, and feedback loops equipped the client's team to maintain and evolve the governance independently.
The result was a successful enterprise-wide rollout to key users, with adoption rates exceeding initial expectations. More importantly, the client gained a scalable blueprint for innovation based on systematic discipline.
The Impact
This program highlights a key insight: most transformation failures stem not from technology or strategy, but from a lack of execution discipline and effective change management. Our client recognized this and has already begun applying these lessons to other initiatives, showing how the operational rigor and governance framework we built together can be a platform for continuous transformation across the business. What started as a procurement tool implementation has become a capability that will compound across the organization.
The Partnership Advantage: Across the life sciences industry, North Highland partners with organizations that understand transformation demands effective execution, sustained governance, and the capability to manage change across complex organizations. This is where real value is created for you and your business.
If you’re ready to drive lasting impact and turn your transformation vision into repeatable success, let’s start the conversation. Connect with us to learn how we can help your business lead with confidence and deliver results that matter.
