Useful Advices - Business

Customer care has become one of the most important issues facing businesses in every market. Customer care programmes come under a number of titles - customer services, customer satisfaction, customer

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

focus, customer orientated etc.

Their common theme is meeting the customer’s requirements and ensuring that all aspects of the business contribute to customer satisfaction. The intention is to build r

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

Examples of combination products may in

peat business if customers are satisfied with the product and the standards of service they receive, they will return again and again.

Inconsistent Customer Care

Inconsistent customer care per

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

ormance can have a negative effect on customer perceptions. Petrol companies for example, know that every time a customer walks into one of their outlets, wherever they are in the country, they should

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

xpect to receive the same standards of service. Nation-wide consistency is essential when customers are likely to visit multiple outlets – one poor performance can threaten the customer’s perception of

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

Combination pro

the entire operation.

What Is Customer Care?

Customer care is about addressing three sets of requirements:

• Customer

• Staff

• Organisation

These requirements are interrelated, i.e. it i

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

more difficult to deliver consistently high standards in customer care if the needs of both the organisation and the staff are not taken into account

Customer Requirements

• Excellent persona

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

service - feels valued, listened to, treated as an individual

• Products that meet expectations

• Encouragement to express views and give feedback

• Effective relationship with the organisation

•

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

roblems and complaints are handled effectively

Staff Requirements

• Effective management style

• Suitable working environment - pay and conditions / tools for the job

• Relevant training 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

evelop skills

• Career potential

• Clarity of role / job description

• Performance standards and appraisal systems

• Sense of involvement / value

• Open communication

• Teamwork

• Rewards / Reco

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

nition

Organisational Requirements

• Mission statement

• Corporate structure

• Feedback and communication systems

• Profit

• Human and technical resources

• Demonstrated commitment

Wh

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

Following aspects would a

Are Your Customers?

If you are not serving the customer, you should be serving someone who is. Harmonious relationships with customers and colleagues are essential to service success, because pr

dd to the challenges in developing combination products:

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

viding outstanding customer service is primarily a team effort. For excellent customer service to exist it has to be practised on an internal basis

The What And The How

The “What” is the mater

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

al and the “How” is the personal element. To be outstanding, organisations must deliver excellence in both material and personal service. Customer service is no longer just a question of interpersonal

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

kills

The difference between you and your competitors is achieved when expectations are exceeded. Doing the unexpected, going the extra mile, moves us from meeting expectations to exceeding expectatio

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

s

How To Delight Customers:

• Be enthusiastic enthusiasm is the driving force of quality service.Customers do not just want products they want products plus enthusiasm

• Be professional the w

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

Professional from academic institutions, pharmaceutical industries, health care indust

rd professional does not go with the job it goes with the person

Be The Best

• Someone, somewhere has to be the best at this job - why not me?

• Decide to be outstanding

How To Be The Bes

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

• Use positive self talk - e.g. tell yourself ‘Everyday in every way, i get better and better’

• Don't be ordinary

• Develop a ‘How can I do it better?’ mind set

Today Everyone Sells

I

.

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

a successful company the number of sales people equals the number of employees

• Everyone sells something - either products, services or the image of the company

And Finally: How To Help Yoursel

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

Companies that provide selfless information through particip

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/14717/usefuladvices-Making-The-Most-Of-Customer-Service.html">Making The Most Of Customer Service</a>

BB link (for phorums):
[url=http://www.usefuladvices.org.ua/article/14717/usefuladvices-Making-The-Most-Of-Customer-Service.html]Making The Most Of Customer Service[/url]

Don't let the competition beat you to the punch. Make yourself the obvious choice.

Evaluating your candidate is part of the investigative process in job hiring. The increased competition for jobs in today’s markets has resulted in constant pressure upon jobseekers – and as a result least 30% of them fabricate their resumes at any given time. As an employer...

If you are looking for a career and you like to tinker with things, well then look no further because there is a completely severe shortage of auto-mechanics in the United States and it is getting really serious. By the end of 2007 they are projecting some 200,000 mechanics short of what we need.

Tags

Links

Useful Advices - Making The Most Of Customer Service

Related Articles: