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Useful Advices - Stop Hiding Behind Company Policy
Does your company have ‘company policy’? You know, the policy that lets you say, “I’m sorry ma’am, we don’t offer refunds, exchanges only”? Or the policy that lets you say, “Here at ABC Bank, we only have teller services until 3:00 pm da
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
ily”? Or the policy that says “Check-out time is 1:00 pm – later check-out will be charged accordingly”?
When your company was new, someone (maybe even you) said, “We need some guidelines about what we will and will not do for our custo
When your company was new, someone (maybe even you) said, “We need some guidelines about what we will and will not do for our custo
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
ers. Let’s make those guidelines so that our customers don’t take advantage of us. And let’s call those guidelines Company Policy – that way, there’ll be no mistake about how serious we are about maintaining our integrity!”
Well, I have
Well, I have
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
a really good suggestion for you. Take your company manual, find the pages that cover ‘company policy’, rip them out of your manual and throw them away. Then you’ll be able to start looking after your customers with common sense and doin
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
what’s best for them, rather than doing what’s most convenient for you and showing common distrust (both of your own staff and of your customers).
The company where I previously worked, like all airlines, had company policy. One part o
The company where I previously worked, like all airlines, had company policy. One part o
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
that policy was based on a hugely important safety factor. With any airline, you can only carry on as much baggage as can be safely stowed away, so if there’s turbulence (or worse), the carry-on baggage won’t harm you or other passenger
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
, or block your way out of the aircraft if you have to evacuate. This policy is not for the convenience of the airline, but for the safety of their passengers. And so, you would think that this policy would be pretty rigid, right? Well,
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
listen to my story and see how I bent ‘company policy’ to accommodate a customer.
I was at New York JFK airport waiting to board the passengers on our flight back to Toronto, when one of our check-in agents came on board in a real tizzy
I was at New York JFK airport waiting to board the passengers on our flight back to Toronto, when one of our check-in agents came on board in a real tizzy
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
She said, “We have a celebrity, rock star Sheryl Crow, checking in with 6, count’em 6, pieces of carry-on baggage and she just insists she has to bring all this on board, even though we’ve been telling her and telling her that company p
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
licy only allows 2 pieces or whatever will fit under her seat. What am I to do?”
I told the agent to relax and let Ms. Crow come on board with all her carry-on baggage and I’d deal with her. The agent, relieved to have her problem solve
I told the agent to relax and let Ms. Crow come on board with all her carry-on baggage and I’d deal with her. The agent, relieved to have her problem solve
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
, ran back to get rid of Ms. Crow.
However, by the time Sheryl Crow came storming on board, she too was in quite a snit – with good reason, however; don’t forget she’d just been through a real confrontation with the check-in agent! I le
However, by the time Sheryl Crow came storming on board, she too was in quite a snit – with good reason, however; don’t forget she’d just been through a real confrontation with the check-in agent! I le
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
her bluster for a few minutes, “I’m never going to fly with this airline again, ya-da, ya-da, ya-da”, and then I sat in the seat beside her and explained why that the company policy was for safety reasons, and not just to make her pay f
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
r extra checked baggage.
She was beginning to calm down. I forged ahead, “Mostly, Ms. Crow, I need you to understand that we’re willing to do everything we can to help you and today, because we have so many empty seats, we’re able to ac
She was beginning to calm down. I forged ahead, “Mostly, Ms. Crow, I need you to understand that we’re willing to do everything we can to help you and today, because we have so many empty seats, we’re able to ac
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
ommodate your extra carry-on by putting them under the seats which would be used by other passengers, if they were here. But if the flight were full, then no airline would allow any bags on board which could not be safely stowed. I know
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
you wouldn’t want to cause harm to yourself or anyone else, right?”
By this time, Sheryl Crow was almost contrite; I had saved my company’s reputation in her eyes by using ‘company policy’ to educate my customer. Now that she understood
By this time, Sheryl Crow was almost contrite; I had saved my company’s reputation in her eyes by using ‘company policy’ to educate my customer. Now that she understood
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
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
the reason for the rule, she no longer had an attitude about that rule or anything else to do with our airline. And she was gratified that I’d taken the time to explain a rule, which she’d always considered an obstacle. By educating her
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
bout the reasons for that rule, I was able to help her avoid such a situation from now on – no matter which airline she used! Our flight back to Toronto proceeded smoothly and Sheryl Crow turned out to be an interesting, delightful celeb
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ity – without an ounce of attitude left.
The best part is that I’m certain she told colleagues and friends about her new knowledge and understanding of airline ‘company policy’. And when she told them, I bet she talked about my company
The best part is that I’m certain she told colleagues and friends about her new knowledge and understanding of airline ‘company policy’. And when she told them, I bet she talked about my company
.
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
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
nd said “You know, someone finally took the time to explain the reason why to me, so now I’m better equipped to overcome the problem when I fly again”.
The moral of the story of course is that we must never never never hide behind ‘comp
The moral of the story of course is that we must never never never hide behind ‘comp
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
ny policy’; the only time we want to use ‘company policy’ is when we can use it to educate and help our customer – to her advantage. Like all great customer service, it’s that simple.
© Willowtree Customer Service 2007 www.willowtree.c
© Willowtree Customer Service 2007 www.willowtree.c
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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