Main Subject - Business

Many businesses are looking at this year as the year when they finally ramp up their service delivery. They have realized that service is the great differentiator in business. They understand that the products or services they offer are available from a variety of other sources. They know that if they want customers to return, and to bring their friends, family, a

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

nd colleagues with them, that they have to create a special customer experience that shines in comparison to the competition.

The question is: where do businesses start when trying to build world-class service? As with any sort of new initiative, the best place to start is with a full assessment of where your business currently stands. You must have a baseline wi

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

Examples of combination products may in

th which to compare any improvements you make.

An assessment of customer service must be viewed from at least three separate angles: The Customer, The Business, and the Service Delivery Team. That is, you must view your service through the eyes of those who receive the service, those who pay for the service, and those who render the service. To focus on one of th

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

ese groups without the other two is akin to rowing a boat with just one oar; you will find yourself going nowhere but around in circles.

Assessing Customer Service through the Eyes of the Customer

Contrary to popular belief, all customers are not looking to strike a huge payday through some loophole in your service policy. In fact, very few of them

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

are. Most customers simply want the product or service they seek, delivered to them at a fair price, served to them with some courtesy, and maybe a smile. They are spending their money, or their company’s money, and they just want to feel good about doing it. They want to be assured that they are making the right choice, not just regarding the product or service,

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

Combination pro

but in the vendor, as well.

Is your service meeting or exceeding your customers’ needs? Ask them! Not with a generic “How are We Doing?” survey, where the customer gets to check off little boxes next to categories that the business decides should be important, and where one lucky respondent will win an MP3 player or PDA. Instead, truly ask your customers, human

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

being to human being, when they call in, or email, or visit you. Or, if you have not heard from them in a while, take the initiative to call them, and ask questions like:

“How well have we been handling your orders?” “What things we can do better?” “What things are we not doing that you wish we would?” “What things are we doing that you wish we wouldn’t?”

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

>

Invest the time to engage your customers in dialogue on these matters. It’s worth it.

At the same time, put yourself in your customer’s shoes. We all have experience as customers; we all know what good service looks like from the customer’s viewpoint. Look at your business as a customer: would the service you provide satisfy you? Be brutally honest – answer

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

with your customer hat on, not as the service provider. You might be surprised at what you discover.

Assessing Customer Service through the Eyes of the Business

If providing world-class service was easy and inexpensive, all businesses would deliver it all of the time. But it goes much deeper than just remembering to smile when speaking with a custo

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

mer. You must ask yourself tough questions, like can you afford to provide the level of service you want to? What level of service can you afford to provide, and is that enough to distinguish your business? Are there cost-effective things that your organization can do to enhance your service offerings? Hey, it doesn’t cost anything to smile at the customer, and

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

make eye contact or call them by name.

Strategically speaking, you must decide how far you are willing to go to resolve a customer complaint, before the problem occurs. Then, you must decide how much leverage you will give your front-line reps to resolve those issues on their own. If a rep is empowered to resolve an issue on the spot, whether it is offering a dis

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

Following aspects would a

count or replacing a defective product, or exchanging the wrong product for the right one, or simply apologizing for late delivery by giving something extra to the customer as a gesture of goodwill, it speaks volumes for your business and how much you care about your customers. On the other hand, if reps have to find a manager to approve everything they do, it scre

dd to the challenges in developing combination products:

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

ams of mistrust – of both the customer and the employee.

Do you have a clear understanding of how much you will do to please a customer? It is imperative that you do, because all the front-line service training in the world will not help if your business is not committed to the swift and thorough resolution of customer complaints. Don’t wait for problems to arise

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

to figure out what you will do to remedy a customer crisis. Give your reps the opportunity to be problem-solvers by giving them clear guidelines on what they can do to satisfy customer issues without bringing in a senior staff member to make decisions.

Assessing Customer Service through the Eyes of the Service Delivery Team

Providing memorable cust

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

omer service is not an instinctive task; a strategy must be designed and planned, and service providers must be trained on its execution. The best service strategies in the world will not make for happy customers unless those strategies are put into practice by the service team.

Service reps must be trained thoroughly and consistently. They must be taught everyth

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

ing from proper courtesy and protocol to products and pricing to problem-solving and trouble-shooting. They must be empowered to resolve issues, and therefore must understand how far the company is willing to go to satisfy its customers.

In-depth product training is imperative, and not training from the developer’s view or the marketer’s view, but from the custome

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

Professional from academic institutions, pharmaceutical industries, health care indust

r’s view. The service team needs to understand what the customer does with the company’s product or service, how they use it, how it serves their needs, and the role it plays in their lives. Only then can they be sure to provide the level of customer service appropriate for the matter at hand.

It is also necessary to evaluate the tools your service team has to wo

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

rk with. How many different systems are needed to fully address customer needs, orders, history, preferences, and pricing? The ease with which your service reps can put their hands on pertinent customer data plays a huge role in the level of service they deliver. Do your systems talk to each other? Do they convey and share customer data and information with mark

.

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

eting and sales, as well as customer service? Are all customer-focused departments getting the same information? Even the smallest gap in customer knowledge can show your company in a negative light. Give your people the right tools for the job.

Fine-tuning your company’s service delivery is a worthwhile but complex task. In order to fully appreciate where you w

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

Companies that provide selfless information through particip

ant to take your service going forward, you need to have a good understanding of where it stands currently. Take the time to honestly assess your service delivery, from top to bottom, before reorganizing, or making tweaks to a part of your service team. You will make better decisions, and you will have valuable benchmarks against which to measure your improvements

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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Over the years, I've discovered that there are some tricks of the trade that you can use to your advantage when you select a printer to do your full color printing.

Business is really easy. If you are not good at it is you can always cheat. If you are worthless human and lack any brains or skill then you can cheat and lie your way to the top. The easiest way to be unethical is to enlist the United States Government to help you. For instance you can use any agency or branch government.

After procuring and training employees, maintaining and utilizing them effectively in the organization is the concern of management and personnel administration. In doing this, both the employee and management should be satisfied. The management cannot satisfy and utilize the skill of an employee effectively by keeping him in the same job that he was originally hired for. The employee has an urge to improve and move up in the organization. The services and loyalty of an employee are to be rewarded reasonably. The higher positions in the organization have to be filled from within by moving employees from one job to another. Promotions and transfers meet this.

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Main Subject - Judgment Day: Assessing Your Service

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