In today’s rapidly evolving pharmaceutical landscape, innovation is key, with Contract Development and Manufacturing Organizations (CDMOs) playing vital roles in the success of bringing drug therapies to market efficiently and effectively. Smaller, boutique CDMOs are now distinguishing themselves as key players, transforming the pharmaceutical development industry with their flexible and personalized approaches to client needs.
Douglas CDMO is one such organization making its mark in the industry. As a division of Douglas Pharmaceuticals and founded in 1967 in New Zealand by Sir Graeme Douglas, it remains a family-owned business with a strong client-centric approach. Michael Ishak, General Manager of Programme Delivery, describes the effect that being a privately-owned company has on business practices:
“It’s in our DNA to foster a more committed approach to our client relationships. Being a privately-owned business means we have the flexibility for quick decision-making and to adapt to changing market dynamics, with less need for lengthy escalation processes. You will often find that the bigger CDMO companies are restricted by more complex ownership structures.”
Personalized service through bespoke project management
A strong track record for success in key markets, such as the United States and Europe, lends credibility to the work Douglas CDMO is doing in the contract development and marketing space and reinforces the significance of the products that are being delivered to the market. Rather than adopting a one-size-fits-all approach that is often found in larger CDMO companies, Douglas CDMO chooses to provide a personalized, bespoke service, catering to each client’s unique needs. Communication and collaboration with each client are prioritized so that insights into the specific requirements are understood and addressed.
Led by Michael, the team of project managers at Douglas CDMO is highly regarded by the company. They act as primary points of contact for clients, maintain clear and consistent communications, manage expectations, and ensure project milestones are met.
There is a dedicated project manager assigned to each client project early in the partnership, ensuring clients receive individualized attention and support, “never getting lost in the crowd”, as Michael describes it.
With this approach, Douglas CDMO offers an exceptional level of confidentiality and discretion, safeguarding sensitive information and proprietary data shared by clients.
When discussing the importance of a personalized approach, Jeff Douglas, Managing Director, notes how the company continuously seeks opportunities to enhance its capabilities, improve processes, and explore solutions that drive value for clients. He states “we have a learning mindset, and are always willing to find ways to problem solve and innovate”. This flexibility is a key advantage for companies hesitant about the standardized processes of larger CDMOs, which may lack the adaptability needed for unique project requirements. Unlike larger counterparts, Douglas CDMO operates with agility, swiftly responding to changing needs.
Fostering long-term client relationships
Prioritization of client relationships over short-term gain is a message that resonates strongly within the company culture, and aligns closely with the company’s core values of people, purpose, and progress. At Douglas CDMO, fostering long-term partnerships built on trust, collaboration, and mutual success is ingrained in the company’s values. This client-centric approach permeates every aspect of operations, from project management to customer support, reinforcing the company’s commitment to delivering value and exceeding expectations.
Michael notes the high rate of repeat business with Douglas CDMO partners, attributing it to the dedicated allocation of resources and project management tailored to each project. Michael notes that this approach ensures clients “feel supported with their own internal advocates within the company”, fostering a win-win culture and strong customer relationships.
Nurturing collaborative innovation
At Douglas CDMO, the significance of an engaged workforce in delivering true innovation and tangible results to clients is well understood. With a leadership structure focused on consistency and reliability, the company prioritizes a positive work culture that fosters employee well-being and fuels innovation.
Jeff reiterates this by saying:
“We aim to make sure our most important asset is happy – and that is our people – by making sure we have an engaged workforce, we can best deliver excellent service to our clients”.
Clients rely on Douglas CDMO to uphold quality standards, fulfil commitments, and navigate challenges with resilience and integrity.
With its headquarters in New Zealand, Douglas CDMO offers a strategic advantage to its global clientele. Michael explains how their US clients frequently delegate tasks at the close of their workday, enabling the New Zealand team to address them during their own work hours, ensuring that US clients wake up to solutions in the morning. Operating across different time zones facilitates extended support hours, guaranteeing swift responses and enhanced accessibility for clients worldwide.
Both Jeff and Michael emphasize Douglas CDMO’s commitment to continually invest in the company’s infrastructure, to continually train staff, and acquire new technology that supports growth and value for its clients. By investing in cutting-edge technologies and nurturing a culture of continuous learning and development, Douglas CDMO challenges much larger CDMOs in its ability to deliver innovation at scale. Its team is well-resourced to provide exceptional solutions and services to clients.