44 02 Building enhanced customer experience through R&D and manufacturing We create a positive customer experience with specific moves in R&D and Manufacturing. In R&D, the emphasis is on enhancing customer-centricity, meeting customer expectations while adding value through platform technologies and going beyond. On the manufacturing front, we are implementing a bottom-up transformation initiative with the people on the shop-floor empowered and engaged in cross-functional team activity through Daily Metric Management aligned with business strategy. Integrating broader capabilities and deep expertise in Research & Development Pharmaceutical companies identify preferred partners in the CDMO space with broader, integrated capabilities like platform technologies that meet and exceed performance expectations, emphasizing highly collaborative interactions. For example, we have laboratory-scale bio-catalysis capabilities where we have demonstrated enzyme recycling in a commercial project accruing cost advantages. Likewise, we are experimenting with flow chemistry at a laboratory scale to address hazards associated with the batch processes. We are consciously implementing green chemistry practices in process development. Our sustainable choice makes us go beyond the mandate, greening the products while meeting regulatory requirements. Our teams are consistently working to eliminate use of multiple solvents and reduce isolation steps. This helps us to demonstrate a discernible improvement in the ‘Greenness Index’, developed using an internal computation model that is a composite of several attributes across atom and mass efficiency, e-factor, water conservation, waste minimization, resource conservation and greenness of solvents used, among others. Our efforts are directed towards creating technical depth by developing the skill balance of chemistry and process development and scale-up talent and a healthy ratio of Ph.D. to Masters level scientists. Likewise, for Analytical R&D, we have a group of specialists and a pool of skilled analysts, giving us advantages in the developmental value chain. The teams are customer and business-centric by tuning into OTIF requirements supported with a governance process of structured, tiered scientific reviews focused on critical developmental milestones and technical challenges. The R&D setup operates with a performance management system where monthly performance feedback is exchanged between the supervisor and the team member, resulting in seamless communication and management of expectations between the leaders and their team while also keeping a sharp performance focus. Processes designed for scalability and effective technology transfer are also imperative for successful partnerships. We have implemented DOE, with 30% of our R&D team members trained in using DOE in various products in around 12 stages, making the developed processes respond favorably during scale-up, improving technology transfer capabilities. Green chemistry advances for environmental sustainability With the green chemistry approach, we have found success in developing an alternate process for a late-stage KSM, reducing the number of solvents required for the process from 5 to 2 while also avoiding the use of Tetrahydrofuran (THF), Methylene Dichloride (MDC), Chloroform, and Acetic acid and improving the overall yield. In another process, an environmentally benign, polar diprotic solvent, Sulfolane was used in place of Pyridine. The introduction of Sulfolane reduced the number of downstream operations and significantly reduced the batch cycle time while improving the yield. In another product, we developed a telescopic process with four chemical conversions in a single solvent system, improving yield and ease in solvent recovery when operating the process at scale.
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