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Case Study 4

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Lonza: End‑to‑End Service Planning at Global Scale

Lonza, a global CDMO, handles thousands of specialized customer projects every year — from clinical trials to stability studies and commercial production. These projects vary widely in scope and complexity. They come with long lead times, strict regulatory rules, and frequent changes. Our goal at mSE was to move away from disconnected service, capacity, and planning activities and replace them with a real end‑to‑end model that speeds up responses.

As part of the work, we mapped the full process landscape and built a practical operating model that makes service planning easier and more consistent. We also created a standardized and scalable setup for resource and portfolio management that can grow with Lonza’s needs. 

To make this happen, we brought together teams from IT, operations, and external partners and aligned them around one shared view of global service planning. The result is a setup that is transparent, scalable, and ready for automation and AI‑supported decisions. Alongside the technical design, we also took the lead on testing, rollout, and change‑management activities.

By standardizing processes, roles, and data structures, a formerly manual and site‑by‑site approach has now become an agile and manageable end‑to‑end system. Lonza gains clearer, data‑based insights into its service portfolio — all supported by a planning platform that grows with the business.

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