Key User Management for GxP Application

A leading biotech company in central Germany was implementing a global eQMS system (TrackWise) across multiple sites and countries. Although they had a nominal “Key User” Management model in place, it was not functioning effectively. User acceptance remained low, and key users worked in silos without sharing best practices or learnings. This lack of coordination led to disjointed system usage, incomplete training, and recurring compliance challenges.

Our company was contacted to develop a robust Deployment and Key User Concept. The goal was to unify diverse teams, accelerate knowledge exchange, and promote a high degree of user acceptance for TrackWise. A real community of key users was formed, supporting each other through best practice sharing sessions and regular updates on new features, change controls, and system improvements. This strengthened cross-site collaboration and significantly boosted business continuity and compliance.

Challenges Faced

Low User Acceptance: The existing Key User management structure wasn’t encouraging engagement or consistent adoption of best practices. Many participants simply ignored or overlooked the guidance provided.
Fragmented Know-How: Multiple sites and countries each had their own methods for using TrackWise, leading to inconsistencies in data handling, reporting, and system usage. Without a central forum for collaboration, duplicative efforts or conflicting processes regularly surfaced.
Regulatory Complexity: Implementing a GxP application comes with stringent regulatory requirements. Local change controls and updates often went uncoordinated, raising concerns about maintaining compliance on a global scale.
Difficulty Adapting to Changes: When new features or system updates were introduced, information was not effectively shared or acted upon. Key Users sometimes learned about updates too late, creating confusion and extra work to implement changes locally.

Zamann Pharma Support’s Approach

Key User Concept Development: A structured framework was devised to define roles, responsibilities, and expectations for Key Users. Instead of treating them as simple points of contact, we empowered them as localized “subject matter experts” who could champion the eQMS implementation.
Community Building: We organized best practice sharing sessions, ensuring that each site could learn from the successes—and mistakes—of the others. This community was encouraged to engage in self-organizing activities, offering peer support and exchanging innovative solutions to common challenges.
Regular Meetings and Information Flow: The teams participated in scheduled sessions to discuss upcoming features, global updates, and demand management processes. By keeping everyone informed, the organization minimized surprises and maintained a clear timeline for deployment and training.
Local Change Controls Coordination: We worked with both global and local teams to ensure that new features or significant system updates adhered to GxP standards. Local change controls were tracked and managed centrally so each site knew how and when to implement them.
Feedback Loop for Continuous Improvement: Key Users had a direct line of communication to the global eQMS team, enabling them to raise issues, propose enhancements, and resolve pain points collectively. This fostered a culture of shared accountability.

Results Achieved

Enhanced User Acceptance: The newly formed Key User community actively engaged in the TrackWise rollout. Instead of skepticism and fragmented usage, users embraced the opportunity to learn from peers and adopt effective processes.
Streamlined Global Collaboration: The best practice sessions and regular updates encouraged global alignment. For instance, if a site in one country resolved a technical issue or developed a process improvement, other sites could quickly replicate those solutions.
Improved Regulatory Compliance: Central oversight of change controls and system updates reduced the risk of noncompliance. Each enhancement followed a consistent process, and relevant documentation was managed in a coordinated fashion.
Faster Issue Resolution: Having an active Key User network meant that questions and concerns were addressed quickly. This prevented small issues from escalating into significant delays or system downtime.
Long-Term Sustainability: Because this community was designed to be self-organizing, the organization built an enduring support model. System improvements, training updates, and compliance checks could continue even beyond the initial project phase.

Client Testimonial

“Zamann’s revitalized Key User Management program made a tremendous impact on our global eQMS deployment. We gained a dynamic community of experts rather than just a list of contacts. Sharing solutions across countries has sped up our operations and substantially enhanced compliance. The team’s proactive involvement ensures that everyone stays informed, trained, and ready for ongoing system advancements and new sites could be integrated flawlessly.”

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