Frequently asked questions

The situation is dynamic, and circumstances differ by country. We continue to monitor the situation and use our extensive Global Sourcing Network to stay abreast of the latest news and changes regarding the virus. In addition, we use a continuous incident monitoring tool which provides us with global updates in real time.

Customers will be personally contacted if order lead times and deliveries are impacted.

We have been in contact with all our suppliers to understand any supply chain impacts. We have identified the sources likely to be of highest risk and we have conducted a survey with the most important suppliers for each of our businesses. We monitor and track incoming deliveries to ensure that we are aware in advance of any supply chain disruption. In addition, where prudent we are working with suppliers to secure an appropriate level of safety stock for key raw materials.

We use a global supply network and therefore we continue to closely monitor our supply base to identify risks including those at our sub-tier suppliers. We support our supply base where necessary to alleviate supply risks as far as possible.

Demand across all portfolios remains high with significant levels of previously un-forecasted orders received. Incoming demand is reviewed weekly, along with operational planning to flex manufacturing capability where possible to reflect the changing need. We are actively reviewing product lines for constraints and informing account managers, who will be in personal contact with affected customers.

We recognize that every project is important. Our objective is to deliver the components necessary for patient health, in a timely manner to the greatest extent possible. We have been able to maintain capacity according to expected annual levels as well as expanded capacity where possible. We are producing more now than ever. However, due to unprecedented unforecast demand, production is constrained across some items. This is NOT due to raw materials or personnel absence due to COVID-19. Account managers will be in direct contact with affected customers.

At key sites, we are adding extra shifts, hiring staff, and expanding our manufacturing to increase capacity. Recently, we announced an upgrade in our Massachusetts Fast Trak contract biomanufacturing site. Additionally, we are investing across the entire portfolio to increase capacity.

Risk of unacceptable consequences for the site/s/ and/or the customers, as per pre-defined criteria per site.

Yes. First and foremost, we take the health, safety and security of our global colleagues, customers, and supply partners very seriously. Since the news was first reported, we convened a dedicated multi-functional team to coordinate our response. This team continues to be in contact with the Centers for Disease Control and Prevention (CDC) and seeks guidance from the World Health Organization (WHO) and other global health organizations. Employee safety is part of the normal EHS framework that is also escalated in a situation like the current pandemic.

Not specifically, as all pandemics are different and require different scenario planning. The current state is that the manufacturing sites are building upon their pandemic plans to complement the Business Continuity Plans.

The scenario planning includes e.g. mapping of staff in terms of knowledge and competence as well as prioritization of products in the event that staffing levels become limited.

For the critical manufacturing personnel, exceptions via authorities/governments will be applied to continue production to the extent that is currently possible.

Several risk mitigation activities have been implemented, such as social distancing, hygiene procedures and use of PPE, cross training of personnel, working in shifts to reduce numbers of staff present at the same time, slot times in lunch restaurants, extended cleaning, isolated work areas, staff not critical for production is working from home.

Internal guidelines are in place and each site is closely monitoring guidelines from the local authorities.

Yes, there is a global plan in place divided into several phases. For each phase, sites must fulfill 20 different requirements to be able to move into the next phase. Eventually, sites will be prepared for office personnel to return to the workplace.

As on-site visits are not currently allowed, non-witnessed FAT’s as well as remote customer audits and/or remote versions of events such as Security of Supply days, can be offered when critical. Depending on government health regulations, this situation could continue through the rest of 2020. For some sites there are Rx360-reports available for purchase. If you are interested, please reach out to your sales representative for more information.

Yes, we have had a few cases. The individuals and personnel connected to those have been quarantined according to local and governmental guidelines and the areas have been sanitized prior to production recommencing.

Logistics and the movement of goods during the COVID-19 situation has been and remains dynamic, however the overall global logistics capacity has stabilized with an increase in air cargo capacity over recent weeks.

Our fulfilment and logistics teams, through close daily connection with our distribution partners, have been able to maintain the movement of goods globally. Overall, we are currently experiencing additional delays above standard transit times globally of ~3-4 days. To mitigate this, we continue to move materials between our regional distribution centers 10-14 days earlier than normal.

US to/from Europe are generally impacted by lack of passenger flights. Charter flights are in use as appropriate.

Europe to APAC/China has improved with standard transit times being achieved. India remains impacted by the country lockdown, but this has been gradually improving.

Latin America is at risk of increasing transit times.

You can continue to contact us through our OptiRun Service Center, which will remain uninterrupted. For service sales and administrative support, we are prepared for service sales and operations personnel to work remotely to continue supporting your needs through this period.

We have increased staffing in our remote service online center so we can more rapidly respond to your needs. We are providing remote technical support over the phone and utilizing remote services technologies to enable and continue our best-in-class support. This includes internet, screen sharing and augmented/virtual reality technologies so that we can help you through your service needs.

If, after all attempts with remote assistance, you still require an in-person visit from a Field Service Engineer, we will prioritize an onsite visit and discuss the best options.

We regularly monitor our global warehouse network to track our spare parts inventory. We are also in regular contact with our logistics specialists and partners to ensure that we can respond to any critical needs.