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Main Subject - Hurry Up and Wait
Recently, I walked over to my bank for what I hoped would be a quick transaction, and felt I was in luck as one of the five tellers had only one person in her line, while the others all had two or three. So I headed for that teller. Big mistake. The customer being helped obviousl
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
y had some sort of problem, and the teller moved back and forth taking care of it. And of course, I was afraid to change lines, for fear of getting in an even slower one. As I have so many times before, I wondered why this bank doesn’t have the more customer-friendly system of “n
; 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
xt available teller” queuing. This time I decided to seek out the manager.
I was not surprised to hear he was busy, and could I wait? Another waste of my time. When I did give him my suggestion, he listened, then started explaining why this system would not work in this bank. “N
I was not surprised to hear he was busy, and could I wait? Another waste of my time. When I did give him my suggestion, he listened, then started explaining why this system would not work in this bank. “N
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
t enough space.” (Ridiculous, since the weaving of horizontal queuing takes little space.) “We don’t want to be like a fast food operation.” (Why not, if “fast” is the result; isn’t “fast” good?) I decided the bank manager, like so many other managements, just doesn’t get it.
A
A
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ompany’s call processor that saves a bit on labor costs forces the customer to sit through a very tedious telephone menu, finger at the ready in hopes of maybe hearing the option that will get them to the help they need, and a real, live person to talk to. “If you are calling to
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
lace an order…if you are calling to inquire about an order…if you are calling about a problem with your bill…if you are calling to locate a store nearest you…if you are calling about store hours…if you know your party’s extension…” Enough! Can a company ever profit enough to just
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
fy wasting a customer’s time, and sending him in to fury? Don’t they get it?
That long check-in line at the airport; the wait at the baggage claim; the utility serviceman who wants a three-hour window for appointments; the sofa delivery from the furniture company; the doctor who
That long check-in line at the airport; the wait at the baggage claim; the utility serviceman who wants a three-hour window for appointments; the sofa delivery from the furniture company; the doctor who
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
has patients stacked up in rooms, undressed, while he sees others; the wait for the insurance reimbursement. What’s going on?
What is becoming obvious is that while businesses are devising all sort of ways to save company time and money, it generally is at the expense of t
What is becoming obvious is that while businesses are devising all sort of ways to save company time and money, it generally is at the expense of t
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
e customer. Amazing technology has been devised to speed things up, yet maybe that’s the very reason many businesses have gone in the opposite direction in their dealings with their customers. Probably the cost cutters can tell down to the minute, even the second, what it
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
costs the company to handle various transactions. They have multiplied the time it takes to complete a given transaction by the average pay of an employee for the corresponding time, added the number of times that transaction is performed, and come up with the cost. And if they c
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
n cut out an employee involvement in that transaction, or better yet, eliminate the transaction altogether, well, there’s the saving. But who is calculating the value of the customer’s time and involvement? How did we get to the point where the company’s time is more valuab
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
le than the customer’s?
You may feel that you never waste your customer’s time. Consider this: do you ever advertise an item, then have a customer come in to see it, only to be told it is sold out? Did you waste her time, because you elected to be conservative and place
You may feel that you never waste your customer’s time. Consider this: do you ever advertise an item, then have a customer come in to see it, only to be told it is sold out? Did you waste her time, because you elected to be conservative and place
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
too-small order, rather than risk having any merchandise left after the promotion? And consider this: you don’t like to buy a full range of sizes, so skip a few in each style. You have put this new style on display in your store, and the customer loves it. You didn’t buy her siz
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
. “But we can special order it for you.” Is that not a waste of her time?
And consider this: a customer calls your company on what turns out to be after hours. The phone rings and rings. Finally, he hangs up. Well, whatever he wanted, he will just have to call back tomorrow. Did
And consider this: a customer calls your company on what turns out to be after hours. The phone rings and rings. Finally, he hangs up. Well, whatever he wanted, he will just have to call back tomorrow. Did
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
’t you just waste his time? Should you have automatic answering after hours, directing the customer where to call or to leave a message you will pick up first thing in the morning and respond? Don’t you get it?
The following examples are two companies I know that really do value
The following examples are two companies I know that really do value
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
their customer’s time; in short, they do get it. Unfortunately, they are not in the business world, but in the medical industry, of all things.
Dr. Winters is an orthopedist. When a patient calls to speak to him, they are told (unless it is an emergency) that Dr. Winters will re
Dr. Winters is an orthopedist. When a patient calls to speak to him, they are told (unless it is an emergency) that Dr. Winters will re
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
urn all calls between 4 and 6 PM that same day. And that is precisely the time the call will be returned. The patient now knows not to sit at home all day waiting for a call. And Dr. Winters will personally speak with you; it will not be his nurse, responding that “Dr. Winters sa
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
d to tell you…” Dr. Winters doesn’t want his time wasted, and he values his patients enough not to waste their time. If you are not at home between 4 and 6 PM, he won’t try again.
Dr. Marks, a throat doctor, has an after-hours answering machine that directs the patient to leave
Dr. Marks, a throat doctor, has an after-hours answering machine that directs the patient to leave
.
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
message (unless an emergency), and if requesting an appointment, to state the preferred date and time. The patient is told the call will be returned when the staff gets in at 9 the next morning. I tested this out one night, and figured the call would not be returned, but before
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
could get to them at 9:15 the next morning, they responded to my message. Amazing.
Customers know when they are valued. And they know when you have transferred a company expense onto them. It is a message you send in a myriad of ways. What messages are your customers picking up
Customers know when they are valued. And they know when you have transferred a company expense onto them. It is a message you send in a myriad of ways. What messages are your customers picking up
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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