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customer success story

Johnson & Johnson

With more than 250 operating companies in 57 countries employing 119,500 people, Johnson & Johnson isa household name and premier healthcare brand around the world. Among the Johnson & Johnson family of companies is the worlds largest and most diverse medical devices and diagnostics company. The company has 3,000

employees working from five locations in Switzerland, charged with provisioning hospitals with a broad range of orthopedic, surgical and traumatology products. To optimize its business and supply chain processes, Johnson &Johnson worked with solution partner swiss 1mobile to implement a mobile field force solution, powered by mobilesoftware from Sybase.

optimizing Business processes and increasing customer LoyaLtyJust in time delivery to minimize storage space and costs is a trend that permeates nearly every industry. The value

proposition is clear and indisputable.For Johnson & Johnsons Medical Devices and Diagnostics group in Switzerland, this is especially true. The company

employs some 3,000 employees at five locations around the country. The groups mobile sales agents are responsiblefor provisioning hospitals with orthopedic, surgical and traumatology products in the quantities the hospitals needat any given time. They provision these products, including stents, and hip and knee replacement joints, from 150

regional sites around the country.To maximize customer satisfaction and to streamline its own internal supply chain process while eliminating the

use of paper forms, Johnson & Johnson worked with solution partner swiss 1mobile to implement a mobile salesapplication powered by mobile software from Sybase.

oBjectives: Better data QuaLity and improved customer satisfactionWe decided to create this solution for three reasons, explains Michael Steiner, head of customer and sales support

at Johnson & Johnson. Quality, including data quality and delivery of orders; customer loyalty; and the ability toaccess information quickly and easily, means that when collecting an order we immediately know the delivery statusand availability of our products.

Johnson & Johnson worked with swiss 1mobile, a Sybase systems integration partner. swiss 1mobile specializes in thedevelopment of mobile workflow, mobile process and mobile workforce solutions in various industry sectors including

healthcare, food manufacturing and retailing, facilities management, security, fashion and pharmaceuticals.There were a number of criteria Johnson & Johnsons mobile solution had to meet:

It had to run on mobile industrial handheld devices that could integrate and securely synchronize via WLAN and/or WAN with backend ERP and CRM systemsThe handheld devices had to enable mobile sales agents to scan 2D product barcodesThe system had to be accurate and efficient so that product delivery could be made within a day, andThe system had to be paper-free

Industry

Healthcare

sybase technology

OneBridge

Key benefIts

Streamlines business processes

Improves data quality

and availability

Eliminates paper

Strengthens customer loyalty

b .

johnson & johnson feeLs the impLementation of this

system has generated a significant return on its

investment. as such, it is aLready considering additionaL

moBiLe projects to further increase time savings and

strengthen its customer reLationships By deLivering

additionaL customer Benefits using syBase technoLogy

and swiss1moBiLe expertise.

stefan christen, gLoBaL project manager, swiss 1moBiLe

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www.sybase.com

Sybase, Inc.Worldwide HeadquartersOne Sybase DriveDublin, CA 94568-7902U.S.A1 800 8 sybase

Copyright 2009 Sybase, Inc. All rights reserved. Unpublished rights reserved under U.S. copyright laws. Sybase, theSybase logo and OneBridge are trademarks of Sybase, Inc. or its subsidiaries. All other trademarks are the property of their respective owners. indicates registration in the United States. Specifications are subject to change without notice.11/09

syBase moBiLity software provides the heart of the systemAccording to swiss 1mobile global project manager Stefan Christen, from the start of the development project,

Sybases software was at the heart of the system. The other components of the system included:JD Edwards World ERP suiteWindows Mobile-based Symbol MC 70 and MC 3090 -S industrial handheld devicesMobile user to enterprise backend connectivity using WLAN via 802.11 b/g and WAN via GPRS or EDGE

From the beginning, says Christen, the Johnson & Johnson mobile system was designed to run on top of OneBridge. Changes in the ERP and booking systems are synchronized with the mobile database on the handheldsvia an encrypted connection at regular intervals. Data synchronization between the mobile devices and the back-enddatabase systems work the same way. The amount of data being synchronized is kept to a minimum, sending onlydata that has changed. Administration of the handhelds is also managed by OneBridge.

In this way, the information on the mobile agents handhelds and in the back-end systems is always current andin sync.

You can see the complete solution come together in our modern logistic center, says Steiner. Orders that areentered at the customer site are transmitted directly to the logistic center. The orders are then processed and productis dispatched from our warehouse the same day. The whole process is paperless.

swiss 1mobile implemented an additional interface to Johnson & Johnsons Medical Devices and Diagnostics ERPto deal with cases in which a knee or a hip joint, for example, must be exchanged. In such a case, an operation setconsisting of different models and sizes of the implant is being sent to the hospital. Sent parts are being scanned viamobile handhelds and barcodes and booked. The doctors at the hospital then remove the suitable implant and sendthe rest back to Johnson & Johnson. Back at the Johnson & Johnson depot, the unused implants are scanned againand rebooked in the ERP system. The missing implants and instruments are booked as sold automatically and chargedon the account.

processes streamLined, data accuracy improvedThe mobile solutions were perceived positively from the first day on, recalls Christen. The learning curve was very

quick, and the result is that processes are now more efficient and both Johnson & Johnsons customers and the usersof the system are very pleased. Customer relationships have been strengthened. Processes have been streamlined anddata accuracy has improved. And we have never had any noteworthy problems with the system.

Johnson & Johnson feels the implementation of this system has generated a significant return on its investment,says Christen. As such, it is already considering additional mobile projects to further increase time savings andstrengthen its customer relationships by delivering additional customer benefits using Sybase technology andswiss 1mobile expertise. swiss 1mobiles long-standing relationship with Sybase is very positive and we plan tocontinue it.

from the Beginning

the johnson & johnson

moBiLe system was

designed to run on top

of oneBridge. changes

in the erp and Booking

systems are synchronized

with the moBiLe dataBase

on the handheLds via an

encrypted connection at

reguLar intervaLs. data

synchronization Between

the moBiLe devices and the

Back-end dataBase systems

work the same way. the

amount of data Being

synchronized is kept to

a minimum, sending onLy

data that has changed.

administration of the

handheLds is aLso managed

By oneBridge.

stefan christen, gLoBaL projectmanager, swiss 1moBiLe