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Main Subject - 15 Principles for Complete Customer Service
I’m simply going to list these fifteen principles for complete customer service and let you draw your own conclusions regarding the following questions (these need to be answered in sequ
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
ence):
• Is this principle really important for my organization?
• If it is important, are we actually implementing this principle consistently and thoroughly throughout the organizati
• Is this principle really important for my organization?
• If it is important, are we actually implementing this principle consistently and thoroughly throughout the organizati
; 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
n?
• If we are implementing it, is it proving to be effective? In other words, is this principle actually working to consistently deliver complete customer service to every customer ev
• If we are implementing it, is it proving to be effective? In other words, is this principle actually working to consistently deliver complete customer service to every customer ev
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ery time?
• If it is not effective, what is the first thing that needs to be done to improve its effectiveness? What resources do we need to get this done? Who needs to be involved in
• If it is not effective, what is the first thing that needs to be done to improve its effectiveness? What resources do we need to get this done? Who needs to be involved in
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
developing and implementing this first step?
When you answer these questions in the order listed, you’ll quickly discover where the weak points are in your internal process chain of cus
When you answer these questions in the order listed, you’ll quickly discover where the weak points are in your internal process chain of cus
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
omer service AND what you can do quickly to strengthen or change them for immediate improvement.
Here are the 15 principles for complete customer service:
1. The primary cause of succe
Here are the 15 principles for complete customer service:
1. The primary cause of succe
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
ss for any organization is service to its customers.
2. Everyone in the organization provides service for its customers, even if they never see those customers or know their names.
3.
2. Everyone in the organization provides service for its customers, even if they never see those customers or know their names.
3.
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
erception is reality in the minds of every customer when it comes to experiencing service satisfaction.
4. Every customer is different in some way from every other customer; discovering
4. Every customer is different in some way from every other customer; discovering
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
and understanding these differences results in a high probability of delivering service in a manner that is perceived to be satisfying to each customer; service to each customer that is
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
tailored to individual needs is the primary objective of any successful organization.
5. Serve every customer as you would serve the person you most love.
6. Every successful organizat
5. Serve every customer as you would serve the person you most love.
6. Every successful organizat
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
on strives to ensure that its internal systems are designed and implemented to deliver flawless and seamless service to every customer under all conceivable conditions and circumstances.
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
7. Service to customers is based not just on systems, processes and procedures but also on personal effort and creativity of those who serve. Encourage, support and reward personal in
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
tiative in exhibiting creative ways to serve others both inside and outside the organization.
8. Successful organizations serve well those who serve customers – internal customers (empl
8. Successful organizations serve well those who serve customers – internal customers (empl
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
oyees) are served as well as external (paying) customers; creatively taking care of those who take care of customers is a priority.
9. Solicit feedback from customers at all times and t
9. Solicit feedback from customers at all times and t
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
en listen, especially when it hurts.
10. Seek always to do it right the first time; if this is not done, then do it very right the second time. Service recovery after initial service f
10. Seek always to do it right the first time; if this is not done, then do it very right the second time. Service recovery after initial service f
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
ilure is paramount to grasping victory from the jaws of defeat.
11. Continuously measure how well customer service is translating into customer satisfaction. Statistics tell stories –
11. Continuously measure how well customer service is translating into customer satisfaction. Statistics tell stories –
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
are these stories what you want told to your customers?
12. Policies trump processes and procedures. All processes and procedures should be designed and implemented in the service of t
12. Policies trump processes and procedures. All processes and procedures should be designed and implemented in the service of t
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
e organization’s stated reason for existence – its mission to serve its customers.
13. Use the Kaizen philosophy: set goals to improve everyday in every way.
14. Employ Lagniappe: de
13. Use the Kaizen philosophy: set goals to improve everyday in every way.
14. Employ Lagniappe: 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
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
light customers by providing more than they expect.
15. Always be willing to start from scratch in thinking about how to better serve customers. Effective customer service policies, pr
15. Always be willing to start from scratch in thinking about how to better serve customers. Effective customer service policies, pr
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
cesses and systems can be viewed as wealth-producing assets. Not every asset, however, can be efficiently used to turn a profit. Using the right assets in the right way produces wealth
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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