Main Subject - Business

You see and hear it everywhere it seems. We're the best because we really care about our customers and we provide great customer service. So if every business out there offers great customer service, then why does it seem that we as consumers are getting worse service all the t

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

ime? So, the question is not only what is customer service, but what is good customer service?

To help illustrate what we all go through every day, I'm going to share with you a story about a recent experience I had with a franchisee of a company we're all familiar with, McDona

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

Examples of combination products may in

ld's. On this particular evening I went to the drive-thru and ordered the following: Two double cheeseburger's with no onions. A quarter pounder with cheese, hold the slivered onions, but add the minced onions. A small order of fries. A few minutes later I was making the s

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

even minute drive back to my home. No, I did not fully check the order before driving off. I did look into the bag to make sure the count was right. When I was taking the order out of the bag, I noticed the fries cold and limp. The double cheeseburger's not only had the mince

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

d onions, but slivered onions too. And finally my quarter pounder with cheese (that by the way I was craving all day) did not have minced onions but what seemed to be twice the normal amount of slivered onions!

Now you're probably thinking a couple of things. One, you should h

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

Combination pro

ave checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And

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

you wouldn't be getting this valuable lesson on customer service and what not to do.

At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll re-make the order. About seven minutes later I'm back at McDonald's and I s

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

how the "Assistant Manager" my recept which clearly states my order. He is going to take care of re-making this himself. About five minutes later, the order is ready. It's all bagged nicely and ready to go, no, I did not open every burger to check the condiments, but I did mak

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

e the point of specifically ask the "Assistant Manager" and he assured me that everything was correct. This err in judgement may come back to haunt me.

I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I star

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

t taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!

Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing f

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

r me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."

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

Following aspects would a

Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not dri

dd to the challenges in developing combination products:

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

ving back there. "Then I can't help you..."

This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it n

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

early impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those

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

who do with our business, I believe we'd all be the better for it.

Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done different

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

ly in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offe

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

Professional from academic institutions, pharmaceutical industries, health care indust

red a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon or credit or some item of value as a gesture of th

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

eir remorse.

Remorse. Did you say remorse? Yes I did. Not in the dramatic sense when you've lost someone, but with the idea that they can empathize with what you've experienced. Now I can't fully blame the people I dealt with directly. Yes, they should take more care and pr

.

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

ide in what they're doing. However, most of the blame lies with their management. Every organization should have systems, processes and procedures for dealing with situations just like this. It would be naive to think that every business can operate flawlessly. People are fal

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

Companies that provide selfless information through particip

lible and mistakes are going to happen. How you handle those mistakes determines the quality of your customer service.

To find and reward locally owned and operated businesses throughout the US that do provide great customer service, visit our web site: www.iswami.com

Tony Ros

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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I have been telling about print media that help to mint money even through small prints like stickers and labels. Now, you will see a large crowd of people will be made to turn towards your enterprise by huge hoardings. The hoarding's size, color, model's picture, slogan and total aesthetics are important in drawing the crowd and in turn money!

Many want to be slick marketers are all to ready to tell you that the only way to advertise today is online. However this is just a flat out lie. Tradtional marketing materials can be a wonderful source of advertising. A good quality brochure can bring in tons of new customers.

There is a clear distinction between “wanting” something and “being ready” to do the work to achieve it. Unfortunately, this applies to many, if not most, new career seekers. Let this be a call to action!

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