Quality Management Services

We assist life sciences and healthcare professionals with a vast service offering that will support them in improving the quality of their services.


Quality is an increasing concern for the LSHC sector. Life Sciences companies and research institutes are facing stricter European and global regulations which limit the advances of R&D whilst increasing costs. The new Directive 2011/24/EU on the application of patients’ rights in cross-border healthcare and its transposition into national law aims to preserve and promote the quality of healthcare. Healthcare providers are requested to optimise services and adjust to cost constraints while maximising quality.

These changes create an increasingly competitive environment that requires Luxembourg’s life sciences industry to have a well-defined two- to three-year strategic plan and underlying roadmap in order to be able to adapt to the changes enforced by the regulators.

Quality is becoming a key differentiator and full compliance with the ISO 9000 and EFQM standards is increasingly important, as is the need for a well-considered and comprehensive performance management and monitoring strategy, and the need for integrating qualitative and quantitative indicators. 

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How Deloitte can help

Our service offering spans from (cross-border) benchmarking, functional and operational processes and procedures optimisation, governance, automation, performance management and dashboard definition to employee and customer surveys, ISO and EFQM audits, and EFQM certifications:

  • Benchmarking analysis on different aspects (including client and personnel satisfaction, process efficiency and effectiveness)
  • Development of strategies, implementation of roadmaps and assistance in implementation
  • Design of employee and patient surveys, results analysis, and development of recommendations/action plans
  • Optimisation of resources, processes and costs, including analytical accounting, shared service centres, selective outsourcing, dashboards/business intelligence, activity-based costing
  • Design and implementation of quality programmes covering the different dimensions of quality: effectiveness, efficiency, technical competence appropriateness, acceptability, patient/care and safety
  • Support assessing the organisation’s fit to the new legislative requirements (e.g. cost analysis) on elements such as IT systems, governance, and skillsets.
German version


Luc Brucher

Luc Brucher

Partner | Healthcare & Public Sector Leader

Luc has over 16 years of experience in audit and advisory services mainly in the Life Sciences & Healthcare industry and the commercial, industrial and public sector. He is a member of the Innovation ... More

Karine Pontet

Karine Pontet

Director | Operations & Human Capital

Karine is a Directeur with more than 11 years of experience within the Human Capital advisory and consulting department of Deloitte Luxembourg. Furthermore, she is actively involved in the Luxembourg ... More