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Useful Advices - A Team That Gleamed
Too many techies get a bad rap for lacking teamwork and communications skills. The stereotype is that while techies are great at what they are trained to do, they cannot parlay their knowledge onto others. Because of the stereotype that techies cannot communicate, they also can be stigmatized that they lack adequate teamwork skills. So, what are the chances of
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
two Helpdesk teams communicating with each other to successfully form one team while not compromising customer service?
Does this plan initially sound like an enormous task? Does it sound impossible? Not if you were lucky enough to have been on such a dynamite team like mine.
In 1997, I started working at the Ameritech Advertising Helpdesk, which was suppor
Does this plan initially sound like an enormous task? Does it sound impossible? Not if you were lucky enough to have been on such a dynamite team like mine.
In 1997, I started working at the Ameritech Advertising Helpdesk, which was suppor
; 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
ting Yellow Pages Salespeople, Artists and Data Entry from Michigan, Indiana, Ohio, Illinois and Wisconsin. When Southwestern Bell Corporation acquired Ameritech in 1998, procedures started to change. Ultimately, The Ameritech Advertising Helpdesk became the SBC Yellow Pages Helpdesk and we were to support clients not only in the five-state Great Lakes region,
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
but clients in other regions in which SBC resided. SBC had Yellow Pages clients in the east in Connecticut, in the middle of the country in Missouri and Kansas, in the southwest in Oklahoma and Texas and in the west in Arizona, Nevada and California.
There were two Helpdesks: the Helpdesk who supported clients in the Great Lake region and the Helpdesk that s
There were two Helpdesks: the Helpdesk who supported clients in the Great Lake region and the Helpdesk that s
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
upported clients in the eastern, middle, southwestern and western regions. The Helpdesk supported clients 24/7 during the weekdays, a part of Saturday and was on call for Sunday. The Great Lakes Helpdesk had about seven to eight dayshift personnel, two afternoon people and one mid-nighter. The eastern, middle, southwestern and western region Helpdesk had about
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
eight to ten personnel that worked different hours from 7 a.m. until 10p.m. eastern time.
The grand plan was to combine both Helpdesks and have all of the analysts versatile in all of the applications in order to support clients from all of the 13 states. For example, most of the analysts who supported clients in the Great Lakes region had never worked with V
The grand plan was to combine both Helpdesks and have all of the analysts versatile in all of the applications in order to support clients from all of the 13 states. For example, most of the analysts who supported clients in the Great Lakes region had never worked with V
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
MS systems, but were very familiar with systems like the Remedy Helpdesk software. Conversely, most of the analysts who supported clients in the eastern, middle, southwester and western U.S. had been trained on the VMS systems, but had never worked with Remedy.
Being in Information Technology, one may get used to systems and applications going wrong. It seems
Being in Information Technology, one may get used to systems and applications going wrong. It seems
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
that in too many instances, techies are troubleshooting and fixing systems.
So, how did combining operations go without sacrificing customer service?
1. It was about a six-month plan, which started around February 2002 to gradually adjust analysts from both Helpdesks. One analyst from each Helpdesk was trained for several months before supporting clients in
So, how did combining operations go without sacrificing customer service?
1. It was about a six-month plan, which started around February 2002 to gradually adjust analysts from both Helpdesks. One analyst from each Helpdesk was trained for several months before supporting clients in
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
all 13 states.
2. Both Helpdesks were in different parts of the Call Center. A couple of analysts from both Helpdesks switched desks in order to familiarize each other with systems.
3. Management was very supportive of the transition and realized that there was a learning curve during the transition.
4. There were two analysts from both Helpdesks called He
2. Both Helpdesks were in different parts of the Call Center. A couple of analysts from both Helpdesks switched desks in order to familiarize each other with systems.
3. Management was very supportive of the transition and realized that there was a learning curve during the transition.
4. There were two analysts from both Helpdesks called He
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
lpdesk Advocates, who were the liaison between the analysts and management. Both Advocates communicated the analysts’ concerns to management.
5. Clients were informed that both Helpdesks were in the process of being combined and to please be as understanding as possible during the transition.
6. Every analyst was receptive to any question from other analysts
5. Clients were informed that both Helpdesks were in the process of being combined and to please be as understanding as possible during the transition.
6. Every analyst was receptive to any question from other analysts
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
Every analyst was in the same boat – so to speak. Every analyst knew that he or she would have questions about systems in which he or she was not as familiar. How every analyst handled any question from a coworker would reflect the way in which he or she would be treated when he or she had a question. It was the human nature aspect.
7. Every analyst had a de
7. Every analyst had a de
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
sire to learn.
8. Every analyst had a willingness to train
9. If an analyst could learn one system, he or she could learn other systems.
10. Every analyst was a team player. Although there were folks who had years and even decades of experience on some systems, no one was too good to help out any analyst who had never worked with a particular system. The fa
8. Every analyst had a willingness to train
9. If an analyst could learn one system, he or she could learn other systems.
10. Every analyst was a team player. Although there were folks who had years and even decades of experience on some systems, no one was too good to help out any analyst who had never worked with a particular system. The fa
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
ct that every analyst was cooperative during the transition made it an enormous success.
This is what I personally learned from the experience:
1. Teamwork is not about individuals. When a client’s problem was solved, it was the whole Helpdesk that triumphed.
2. When superstars play as a team, the team will ultimately win. Every member of the team was a sup
This is what I personally learned from the experience:
1. Teamwork is not about individuals. When a client’s problem was solved, it was the whole Helpdesk that triumphed.
2. When superstars play as a team, the team will ultimately win. Every member of the team was a sup
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
erstar who played as a team and we ultimately won in transitioning both Helpdesks.
3. Every analyst proved that they could parlay their knowledge and translate that language to other analysts and clients.
4. Perception and reality may be two completely different things. I knew very little about the folks at the other Helpdesk. When I got to know them, they w
3. Every analyst proved that they could parlay their knowledge and translate that language to other analysts and clients.
4. Perception and reality may be two completely different things. I knew very little about the folks at the other Helpdesk. When I got to know them, they w
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
ere as wonderful as the folks whom I already knew at my own Helpdesk.
5. Teamwork is all about dealing with people. What you make of your relationships is up to you.
6. It is amazing what a team can do when it is up to the challenge. My team only had a certain amount of time to transition its operations and we did it!
7. Sometimes just a desire to learn can
5. Teamwork is all about dealing with people. What you make of your relationships is up to you.
6. It is amazing what a team can do when it is up to the challenge. My team only had a certain amount of time to transition its operations and we did it!
7. Sometimes just a desire to learn can
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
make the difference between success and failure.
8. Investment in relationships with people is invaluable with a rewarding rate of return.
9. Random acts of kindness
10. You can actually appeal to people’s better nature and not just their self-interest.
Everyone involved displayed so much cooperation and willingness to train no matter how many times they w
8. Investment in relationships with people is invaluable with a rewarding rate of return.
9. Random acts of kindness
10. You can actually appeal to people’s better nature and not just their self-interest.
Everyone involved displayed so much cooperation and willingness to train no matter how many times they w
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
ere asked a question. Everyone involved during the transition should be very proud that they were part of that awesome period and it is something that they can take with them anywhere else they go. All of us were a part of a group that needed to implement the greatest effort of teamwork or we were not going to make the transition.
Considering that three shift
Considering that three shift
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
s were involved makes the event even more a source of pride for all of those who were involved. Any person on the team could be approached and they were more than willing to help with any question. We were an example to follow and we certainly set a great standard for teamwork!!
Teamwork is all about people. Those in technical professions are people too. No m
Teamwork is all about people. Those in technical professions are people too. No m
.
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
atter what your profession, people in technology have great skills like everyone else. My team broke the stereotype that techies cannot communicate well and are not team players. It’s not your profession that determines what makes you a great team player, it’s who you are. It’s not how much people skills that you possess, it’s what you do with those people ski
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
lls that matter.
This article is dedicated to the one of those great team members, Monica Mitchell, who died of pulmonary embolism on Wednesday, November 5th, 2003. May God’s grace be with you always, Monica. For those of us who had the pleasure to have worked with her, we will greatly miss you.
Published November 2003 : zdnet.com.com/2100-1107_2-5107498.htm
This article is dedicated to the one of those great team members, Monica Mitchell, who died of pulmonary embolism on Wednesday, November 5th, 2003. May God’s grace be with you always, Monica. For those of us who had the pleasure to have worked with her, we will greatly miss you.
Published November 2003 : zdnet.com.com/2100-1107_2-5107498.htm
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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