A Case Study In Excellence

by

Julie Waddick & Sonya Durney

Abbott Informat ion Serv ices

What they are saying…

Extremely service orientated

Never say “I can’t!”

Staff is always available, pleasant, knowledgeable and efficient

Excellent current awareness, searchesand analysis

Abbott…as in Costel lo??

Products

DiagnosticsHIV

strep throatpregnancy testingPharmaceuticals Hospital products

SimilarEnsure

Fact PlusNorvir

PedialyteUprima

The Specs

•A Public Company

•NYSE (ABT)

•Chairman and CEO: Miles D. White

•HQ: Chicago

•Major Player in Pharmaceuticals

•Client in over 130 countries

•Over 100 facilities

(Source: Vault)

1980’s – Climbing Fortune 5001990’s – Acquisitions and R&D2005 – Crossing $billion threshold2006 – 3rd largest player in

vascular care market2007 – 68,000 employees2009 – still going strong

1888 - Abbott founded by Dr. Wallace Calvin Abbott1900 – Incorporated as Abbott Alkaloidal Company1905 - $200,000 per year1929 – Listed on Chicago Stock Exchange 1933-1945 – Abbott headed by Dewitt Clough1936 – Taking on anesthetics market

What is Good for Abbott …

is good for the Library.

The Library

1888- Abbott library established

1938- First physical library

1948- New research building

1982-Science library in research complex

1986- Business Library

1988- Satellite Science Library

Staff

Ad m i n i s t r a t i o nD e p a r t m e n t M a n a g e r

S e c re t a r y

C o r p o r a t e A rc h i v i s t

Te c h n i c a l S e r v i c e s2 P ro f e s s i o n a l L i b r a r i a n s

1 0 C l e r k s

I n f o rm a t i o n Ac c e s s8 P ro f e s s i o n a l L i b r a r i a n s

The co l lec t ion11,ooo journal titles on subscription

30,000 journals in the library

8,000 Books with science titles

2,000 Books with business titles

A healthy collection of law and tax books

All U.S. patents available

Abbott Archives

Services rendered:•Reference•Literature Searches•Competitive Intelligence•Specific monthly searches•Current awareness service•Copy Service •Interlibrary Loans•Business Information Index•Science information index•Book circulation•Journal circulation•Book purchases•Journal subscriptions•Translations•Publications of the scientific staff

1 0 0 % C o s t Re c o v e r y !

Yes, you did indeed read that correctly!

S e c re t s t o s u c c e s s

Customer Service

Knowledge Management

Fantastic Budgeting

Abbott’s overall success

Great work environment

Life is good….

What could possibly go wrong?

Keep Striving For Excellence

Do Not Become Complacent

Keep an eye on the competition…

anofi-aventis

Merck

Roche

Beware of Scandals…

Doctors without Borders French AIDS Activist Group: Act Up Paris

And other threats…

Acquisition of Advanced Medical Optics

(Source: Vault)

The End