A Case Story

Enhancing Compliance and Performance in a Contract Manufacturing Organization

This case story revolves around a contract manufacturing organization that specializes in producing pharmaceuticals for patients with various dermal diseases. The project aimed to provide interim support as the line manager for the Quality Assurance (QA) Department. The assignment focused on ensuring consistent performance, achieving compliance, and delivering adequate services to internal and external stakeholders.

The purpose of the project was to maintain and improve the performance of the QA Department within the contract manufacturing organization. This involved overseeing the Quality Management System, driving audits and inspections, leading the department team, and ensuring compliance with regulatory requirements. The project aimed to establish a culture of quality and foster excellence in pharmaceutical production.

The goal was to ensure continued consistent performance of the QA Department and provide excellent services to stakeholders. Compliance with regulatory standards and achieving quality objectives throughout all organizational activities were the desired outcomes. The project aimed to create a robust Quality Management System that supported the production of high-quality pharmaceuticals.

Role and Responsibilities:

As the interim Head of QA, the responsibilities included overall management of the Quality Management System, acting as an audit lead during external audits and inspections, driving the management review process, and leading a team of 10-12 employees. Other tasks involved budgeting, iterative improvement of the system, and ensuring adequate production of pharmaceuticals. The expertise and value brought to the team included extensive knowledge of quality assurance, regulatory compliance, and team leadership.

Effective communication and relationship-building were essential in connecting and engaging with individuals involved in the project. Building trust with the site head, external stakeholders such as customers and corporate heads, and cross-functional managers created a collaborative atmosphere. Open and honest dialogue with the team members within the department fostered trust, confidence, and increased personnel satisfaction. Collaborative efforts and teamwork contributed to a positive working dynamic.

Experience as a Consultant: Jonas Waltersson

Joining as a consultant initially posed challenges in establishing trust. However, by adopting a calm and assertive approach, maintaining a positive attitude, and gradually building relationships, opportunities to provide input, gain mandate, and set directions emerged over time. The consultant’s unique perspective and expertise in quality assurance contributed to the success of the assignment by driving improvements and instilling a culture of quality within the organization.

Throughout the project, several valuable lessons and insights were gained. The experience enhanced skills in understanding and managing non-academic personnel, enforcing clear task follow-up for low performers, and navigating complex stakeholder relationships. The project expanded knowledge in regulatory compliance and pharmaceutical production. Personal and professional growth resulted from the assignment, influencing the consultant’s perspective on effective management and leadership in quality assurance.

Advice for Similar Projects:

Based on the experience gained, practical advice for future projects includes the importance of building trust with stakeholders, both internal and external. Clear communication, collaboration, adaptability, and continuous learning are vital. Leveraging strengths, seeking support when needed, and maintaining a positive mindset throughout the project are key to success. Building a culture of quality and fostering excellence in all aspects of organizational activities should be a primary focus.


By providing interim support and driving improvements in the QA Department, the project successfully enhanced compliance and performance within the contract manufacturing organization. This case story highlights the significance of clear communication, collaboration, and trust-building in achieving quality objectives. The consultant’s expertise and unique perspective played a pivotal role in establishing a culture of quality and driving excellence in pharmaceutical production. The lessons learned and advice provided can guide future endeavors, ensuring the success of similar projects in the pharmaceutical industry.

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