Useful Advices - Business

All customers have certain expectations about what good service should be. It is the personal responsibility of every employee to provide exceptional custom

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

er service. Customer expectations differ from one person to another but, basically, they all expect the same things.

Customers expect:

♦ Value - Fai

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

Examples of combination products may in

r Prices
♦ Quality
♦ Variety
♦ Pleasant Atmosphere
♦ Friendly Service
♦ Interested Employees Who Care

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

♦ Attentiveness To Their Needs

There are six keys to excellent customer service.

Key 1: Competence
People who enjoy what they are doing u

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

sually do it well. Before a person can really begin to enjoy the job, he or she must be confident in his/her abilities to do every aspect of the job correct

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

Combination pro

y. The amount of time we take and the efficiency we display doing our job shows to others our level of competence.

Key 2: Knowledge
We can increase o

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

ur level of competence by learning as much as we can about our own jobs, the functions of other departments and the total organization. The elements of job

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

knowledge include areas such as product information, procedures, problem solving, and the ability to answer questions.

Key 3: Pride
The attitudes tha

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

t we show are very important to excellent service. An attitude of pride is one which gives employees the energy and the incentive to become more knowledgeab

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

le and competent. The amount of interest and commitment we bring to the job affects the quality of service that we provide to our customers.

Key 4: Appeara

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

ce
First impressions are extremely important. It tells the customer how we feel about ourselves and our job. Customers notice the care we use in our pe

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

Following aspects would a

rsonal appearance. They also notice the eagerness we show in performing our job and the approach we use when we address customers. We never get a second cha

dd to the challenges in developing combination products:

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

nce to make a first impression.

Key 5: Courtesy
Customers view courtesy as a basic part of service. Courtesy is the single most important behavior a c

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

ustomer expects from us. We demonstrate courtesy by what we say, the tone we use to say it, and the gestures we use. Through our actions and words, we show

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

customers how we feel.

Key 6: Extra-Effort
The absence of courtesy makes a lasting poor impression. On the other hand, a little bit of extra effort l

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

aves a lasting positive impression. The extra-effort we extend to customers is the part of service that keeps customers coming back. Do you always go the ex

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

Professional from academic institutions, pharmaceutical industries, health care indust

tra step for your customers?

Rate yourself and your staff in each area. What are your strengths? What areas need improvements?

What action steps will you

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

take? Rate from 1 to 10 (10 being the best)

♦ Competence
♦ Knowledge
♦ Pride
♦ Appearance
♦ Courtesy

.

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

> ♦ Extra-Effort

Excellent customer service doesn't just happen. It happens because you focus on leading by example and following the six keys to ex

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

Companies that provide selfless information through particip

cellent customer service. Article written by Norm Bobay of hireMAX (http://www.hiremax.com). For more articles like this please visit http://www.hiremax.co

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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