Useful Advices - Business

A true story: In the course of sending out a mailing to prospective clients, I found it necessary to verify some addresses. I called the main telep

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

hone number for one of those prospective clients. The receptionist answered the call, and a conversation ensued...

Receptionist: ABC Company.

Wen

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

Examples of combination products may in

dy: I have some correspondence that I’m addressing, and I need to verify some information. Your mailing address is 123 Main Street?

Receptionist:

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

ounds right.

Sounds right? (Question: How did she get to work that morning?) Sounds right? Does this sound right to you?

The person answering the

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

telephone at your company is your representative to the world. This is the person who makes the first impression for your company, and the world s

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

Combination pro

es this representative as YOU. In the abovethis conversation, the receptionist seemed unconcerned, careless and not too bright. A caller could easi

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

ly assume that this is the way the entire company functions, that that it’s the way YOU function.

Think about the impression you wish to make. Do

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 want to be seen as clueless (I don’t know my own address) or as intelligent, businesslike and professional?

Here are some tips to help make a

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

intelligent, businesslike and professional impression on the telephone:

1. Hire someone whose speech is clear, articulate and pleasing. (Tip: Hav

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

e your job candidates leave a voice mail for you. If you do not understand what they are saying, or you do not care for their tone or speech qualit

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

—no one else will either.)

2. Make sure that your telephone representatives know all key company information. (yYour company name, address, etc.).

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

Following aspects would a

Have that information posted prominently for easy reference.

3. Develop a plan to route and handle all calls. Have the plan in place Develop this

dd to the challenges in developing combination products:

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

plan before problems occur. so that it is in place if problems occur.

4. Make sure that anyone answering your company telephone knows the respon

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

ibilities of various individuals at the company. Again, have that information posted prominently for easy reference.

5. There was is an old a sayi

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

ng, “The customer is always right.” Bring that saying back. Treat all callers, even ones that call to complain, with respect and concern.

6. Try n

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

t to put callers on hold. (Do you like being put on hold?) If you must put a caller on hold, explain that you are doing so and that you will be bac

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

Professional from academic institutions, pharmaceutical industries, health care indust

k in just a moment. If that moment is longer than anticipated, go back to the caller and tell them it is taking longer than you anticipated. Offer

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

them the option of calling back, going to voice mail or continuing to hold.

7. Do not chew gum, eat, drink or have conversations with other people

.

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

in the room when you are answering telephone calls. Keep background noise to a minimum — no loud conversations or music.

8. Treat your callers the

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

Companies that provide selfless information through particip

way you would want to be treated. If you’re not sure, ask yourself, “How would I feel or react if someone said or did this to me?” Act accordingly

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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The term Business Process Management (or BPM) refers to activities performed by businesses to optimize and adapt their processes.

In order to have a successful corporate event, you must plan carefully and hire an experienced and professional corproate event manager to ensure ultimate success.

While shopping with my wife one day, we came across a boutique shop that attracted A LOT more customers than the other two shops next to it. Want to know their secret? 2 words: customer service.

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