Useful Advices - Business

One of the lessons that are learned from the leaders in customer service is that employees who are empowered to make decisions on behalf of their customers provide the best service. This

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

is reflected repeatedly by the companies with reputations for the best in service, but still practiced by too few.

The companies that have a “mystique” around their customer service rep

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

Examples of combination products may in

utations have empowered their employees to think “outside the box” when it comes to taking care of their customers. They combine a belief with their commitment to customer service with t

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

ust in the employees’ judgment and the results are quicker customer resolutions to problems. There are numerous reasons that empowered employees lead to better customer service. Here ar

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

e a few.

1) Problems are solved quicker. Take an example of a non-empowered employee handling a customer complaint in person. If the customer asks for something which is non-standard,

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

Combination pro

omething as basic as a refund without a receipt, the employee typically gets a supervisor. The problem is usually explained again by the customer resulting in a possible request to a man

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

ager to get the issue resolved. Time is wasted that could be spent on other customers. Take the same instance with an employee empowered to make a decision. The customer is handled qui

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

ckly, the manager never needs to be involved, and the customer is happy. Additionally, the happy customer probably tells a few people about the service, which is the best advertising a c

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

mpany can have.

2) Customers are happier. This should really be the number one reason to empower employees to make decisions. When your customers know that their issues are going to be

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

dealt with quickly, they are going to be happier and more loyal.

3) It saves your company money. Most companies miss this by worrying that their employees will “give away the store”.

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

mployees who use their best judgment tend to make reasonable decisions to deal with customer issues. Compassionate coaching will help with the instances where another decision should hav

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

Following aspects would a

e been made, but in the long run, studies support that fact that it usually costs five to ten times the cost to acquire a new customer than to save an existing one!

4) Your employees are

dd to the challenges in developing combination products:

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

happier. Empowered employees feel trusted. Who wouldn’t prefer to work for a company that puts trust in their employees?

Perhaps the best example of empowered employees is the retail

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

hain Nordstrom. Nordstrom has an employee handbook that is given to each new employee upon their first day with the company. It is 75 WORDS long. The gist of the instructions is “use y

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

our best judgment in all situations. There are no more rules”. In other words, Nordstrom states that employees have been selected based in large part on their demonstrated ability to ma

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

e good decisions to keep customers happy.

The result is a “mystique” of service unmatched in their industry, resulting in legendary (but true) stories such as the one of an elderly man w

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

Professional from academic institutions, pharmaceutical industries, health care indust

ho requested a refund for his tires, invoking the Nordstrom lifetime guarantee. The obviously confused man was refunded his money in spite of the fact that Nordstrom doesn’t sell tires!

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

Obviously, successfully empowering employees requires having the RIGHT employees…ones with values and attitudes that can be trusted. This can only come as a result of careful screening

.

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

f attitudes over skills in the hiring process…Nordstrom refers to this as ”hiring the smile and teaching the skill”. They fell they can teach retail, not attitudes.

Try showing trust

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

Companies that provide selfless information through particip

for your employees and giving them some leeway to make decisions to help your customer and your company. You’ll find that your employees will feel validated and you’ll own your customers

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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