With annual sales of over $4 billion, Genzyme is leading the biopharmaceutical and health care products industry with operations in over 40 countries and patients everywhere. The company performs leading edge R & D in traditional and bio-based therapeutic manufacturing, bio-surgery products, autologous cell services, genetic testing and diagnostics products.
Securitas USA is their strategic partner for security, ranging from running a sophisticated global security service center from the Cambridge, Massachusetts headquarters, to playing a vital role in protecting employees and partners, branded products, information, facilities, and safe delivery of medical solutions for those in need.
Focus Weaving Security around the Lives of Patients
What is the best way to design comprehensive security capability around a business to enhance the quality of life, or save lives? According to Dave Kent, chief security officer at Genzyme, “The best security starts with a vision for protection of your most valuable assets, those that allow Genzyme to serve patients. For us, everything revolves around delivering solutions to patients who face rare disorders and life-threatening or previously untreatable conditions. ”
Because this is a new industry, Kent points out that the biopharmaceutical business had no traditional security model established. Explains Kent, “We did not want to replicate a siloed approach found in many other industries. We formed a strategy around Genzyme and its business processes through to the patient as a single global virtual campus. Security is fully converged, combining physical security, information, (including IT) and product security with business continuity/crisis planning. Our programs, services and systems are built to continuously parallel the evolving business, making adjustments and refinements in tangent with our partner Securitas USA.”
The Face of Genzyme Security
Everyone in security at Genzyme has something in common. Ranging from the individual who welcomes visitors at headquarters to the new recruit to the chief security officer, everyone has a voice in setting the departments’ direction. All may find themselves interacting with senior management, in R&D meetings and laboratories, at sales conferences, in the security service center, or even supporting patients. Comments Kent, “Confidence in our security team comes with a clear concept of vision and intensive and ongoing training. Being valued as individuals is vital to Genzyme’s success. This kind of self-confidence produces exceptional “on the spot” results, not otherwise possible.”
Genzyme’s state-of-the-art global security service center is staffed 24/7 by three Securitas USA analysts per shift. They service over 100 locations globally using the access control and CCTV systems, help manage an employee emergency hotline, as well as field calls from customers and patients. Additionally, the staff has the capability of tracking employee travel in the event of high-risk global crises and of notifying the security staff of breaking news events. Notes Patel, “They are at the heart of the security team, which has grown to 128 from only two security officers back in 1992.”
The service center also helps to handle product concerns, acting as an emergency help line and facilitator for customers and medical practitioners who need a timely response. We are trained to answer many questions ourselves, look up needed information, or put the caller in contact with an expert on the subject,” says Greg Stanley.
“Biotech companies invest about $1 billion from initial development through FDA approval of any given bio-drug,” says Bill Seward, who manages the Genzyme relationship for Securitas USA. “Our performance depends on understanding the entire business. Genzyme’s senior management is open to the concepts of the security program. This creates a level of security otherwise impossible.”
Bhavesh Patel, Sr. director, Security Services for Genzyme, adds “Securitas USA is not just an extension of our team. They are a structural and fully integrated partner. Trust is the common denominator, where everyone has the know-how and tools to act responsibly and efficiently. When you realize that our global security service center is managed and staffed by Securitas USA employees that converse with top executives, you quickly understand that they are not just a vendor, but integral to our success and high performance.”