Main Subject - Business

I entered the brightly lit room. It was stylishly appointed with contemporary paintings on the wall. The long conference table gleamed with fresh polish and there was a sm

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

ell in the air that reminded me of coffee and bagels with cream cheese. At one end of the table sat two Customers.

I looked at their friendly smiling expressions and won

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

Examples of combination products may in

ered how I found myself in this situation. Alone, with two Customers who were ready to talk. I was thinking how lucky I am to have this type of one on one interaction with

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

real live Customers! Soon, all the secrets of the Customer Service Universe will be mine!

WAIT JUST ONE MINUTE THERE BUB!

I think you have gone off the deep end with th

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

s one.

I stood by when you wrote about asbestos suits, and breakfast conversations and the difference between value and worth, but I think you’ve gone a little too far. T

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

Combination pro

is scene sounds like something out of a movie.

You know what, Customer Service Professional, you’re right. Sometimes I think we feel that Customer Service is like that.

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

It’s almost like a movie scene. It’s disassociated from us. It doesn’t seem real. It’s “over there” service. “They have much better service over there.” It's not us on 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

e phone or standing at the counter. It's like we are watching a movie and everyone has a part and after awhile, we just sit down, grab the popcorn and watch. Forgetting th

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 have a starring role!

Sound familiar?

Customer Service is at best a moving target. Society's ever changing norms, connectivity and things happening so fast, it see

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

ms impossible to keep up with every single request or trend in any industry, let alone providing Customer Service. It's people on cell phones and PDA's right in front of y

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

u while they are being serviced, conducting two conversations at once and expecting you to know the difference.

That’s why it is so important to have the Basics down pat.

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

Following aspects would a

Being able to listen effectively, to discern from emotion and fact, to find the "nugget" of information, that is the real skill in Customer Service. And do it while main

dd to the challenges in developing combination products:

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

taining a GREAT ATTITUDE! If everything ran perfectly we would not have a job. People could just order it over the internet, it would arrive, and work perfectly and there

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

ould be no questions. No need for professional listeners or professional diplomats or professional problem solvers of any sort.

But the world does not run that way. Thin

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

s don’t always go right and are not delivered on time. A Product cannot sell itself and can’t repair itself. It’s not a scene from "Terminator", where machines and things

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

have taken over the earth.

People require Service. We need the “human touch” to make the world go ‘round. We like to have things explained to us in terms we can understan

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

Professional from academic institutions, pharmaceutical industries, health care indust

. We like people who are friendly, especially if we have just handed over our trust and our money to them. If we are doing business with someone, we like to be appreciated

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

for that business. Many times a warm "Thank You" and invitation to come back is all we need.

And when we receive the extra little bit, the difference between good service

.

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

and a GREAT Service, well you can take that to the bank. We will return again and again to do business.

It’s no mystery. There isn't makeup or costumes. No one is going

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

Companies that provide selfless information through particip

o yell "CUT" when you've finished the call. It's you! and your skills.

The real need is for trained, caring Customer Service Professionals. Leave the drama to the movies

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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Every organization needs to have a standard and easy-to-use employee expense report form available to the employees for the sake of reimbursement of expenses during their official or pleasure visits. The employee expense report should include the details about the amount spent, date, purpose and place of expenditure. It should be accompanied by vouchers and bills of the expenditures.

Can trash companies become even more efficient in the future to save costs and increase profits? It might be difficult as they are already robotic, have GPS systems and routing software. Yes it is true many new innovations such as the Pacific Norwest Laboratories and the DOE have discovered ways to increase productivity and traffic flow

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