.............................................................................................................................. 67 12. Appendix ................................................................................................................................... 77 12.1 Survey................................................................................................................................ 77 12.2 Consolidated Report from survey and interviews ............................................................ 88 2. Acknowledgements I would like to thank my wife Michelle for her support, guidance and inspiration while writing this thesis. My parents in law, Anne and Christy have been a constant support helping with the work that I did not get to do, while studying.

Alan Lynch, my supervisor deserves great credit for remaining calm as deadlines loomed.

Finbarr Sheehy and all the staff in Innopharma Labs and Griffith College must be thanked for creating a great learning experience. Without wishing to overstep the mark I would like to thank the creators of Springboard courses who have provided educational opportunities for many.

Frank Madden and all the team in Crest Solutions Ltd, who provided me with the opportunity to work in the pharmaceutical services industry and gave me the basis for this thesis and a network of companies that I could approach to discuss the topic.

I would like to thank Padraig Henry and Neal Johnson from my former employer, Exertis Supply Chain Solutions, who supported me as I started out in the industry.

I would like to thank all those companies that gave up their valuable time to participate in the interview and survey. 3. List of Figures and Tables

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12.1 Survey 78 80 82 84 86 12.2 Consolidated Report from survey and interviews 89 91 93 95 97 99 101 103 105 107 109 111