Useful Advices - Business

In a fast paced, dynamic environment like a customer facing group, there is potential for great wins and some losses as far as attracting, gaining and reta

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

ining customers go.

So who is responsible for customer service? Anyone who touches the customer, either directly or indirectly is providing a level of ser

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

ice. This includes the people in such varied roles as: product planners, IT staff, shippers, billing clerks, human resources and service team members. Bott

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

m line: service is everybody's responsibility. The service chain includes all people and functions that link up to final delivery to the customer. To find

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

ut who is in this chain begin at the end: who delivers the product to the customer? Then ask who provides a product or service to that person? Continue tra

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

cing it back to the originator. You now have your service chain.

It is critical that everyone in the service chain know the impact of their actions. Each

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

erson in the chain should focus on creating excellence in the following areas:

1. Create customer focused processes, not company focused processes. If wha

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

you are doing is done to make the internal processes work better and not better for the customer, how long will they be with you? Your customer wants to k

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

ow that you put them above the inner workings of the company. Focus your efforts on your customers; then let the internal processes follow.

2. Respond to

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

your customers inquiries quickly. Statistically the longer it takes to respond, the less likely your customer is to deal with you in the future. And rememb

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

r, for every 1 customer that tells you they are dissatisfied there are 24 more out there that will never tell you something is wrong. But they will tell th

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

ir colleagues and friends. And that hurts business, one way or the other.

3. Keep a positive service delivery attitude. It's a moment by moment attitude c

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

oice: you can present yourself positively, or allow yourself to get caught in the stress of the day. Don't be fooled: your customers hear what kind of day

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

you are having.

4. Ask your customer how you are doing and Listen to the response. It's important to stop and check in with your customer. Ask how you can

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

serve them better or better meet their needs. And then Listen to what they tell you. Respond to what they say. (Did you notice the capital L in the word Li

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

ten? That word is so very important, as is the action that goes with it that we decided it deserved a capital.)

5. Treat your customers with respect and i

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

tegrity. This goes for customers both within your organization and outside it. Imagine what it would be like if all the interactions you ever had were bas

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ed on mutual respect and integrity...

So you get the point: focus your efforts on your .

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

id=0&cat_id=3">customer; make them feel special by listening to them and solving their problems. Be their champion and treat them well. Customers see i

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

, feel it, know it and want to share it. So go ahead, make their day. Show them how you feel about them. It will make both your day and theirs a better one

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.usefuladvices.org.ua/article/14368/usefuladvices-Creating-Customer-Service-Excellence.html">Creating Customer Service Excellence</a>

BB link (for phorums):
[url=http://www.usefuladvices.org.ua/article/14368/usefuladvices-Creating-Customer-Service-Excellence.html]Creating Customer Service Excellence[/url]

When you're looking to get hired or get promoted, your attitude is your most important asset. It's more important than your experience, knowledge, skills or talent. Here's why...

Most of us did it in 2004 and before.... as far back as we can remember. Maybe this is the year you refused to do it ever again. Challenge is…... you should do it even if you fail somewhere along the way.

Many people's idea of networking relates to the 'size of their Christmas Card List, rather than the quality of their relationship with each person on that list. Similarly those people network, but few reap the rewards of zeroing in on their potential. Dream Architect - Margaret Stead gives you some ideas to help fill the gap between where you are now and where you can be.

Tags

Links

Useful Advices - Creating Customer Service Excellence

Related Articles: