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Main Subject - Complaints + Compliments = Good Communication
Some companies track a monthly ‘complaints and compliments ratio’ for each branch, store, department, country or station. This app
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
roach has a fundamental flaw. Here’s why:
A complaints and compliments ratio encourages staff to actively avoid or suppress writt
A complaints and compliments ratio encourages staff to actively avoid or suppress writt
; 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
en complaints from customers. After all, every written complaint will impact the ratio to their disadvantage.
For example, if you
For example, if you
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
r station gets 3 compliments and 0 complaints, and my station has 6 compliments and 3 complaints, whose station has a better ratio
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
? Yours has, of course.
But which station is gathering more written feedback from customers? Which station is harnessing more inp
But which station is gathering more written feedback from customers? Which station is harnessing more inp
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ut, suggestions, responses and reactions for detailed review? Mine!
I agree that staff should do whatever they can to satisfy cus
I agree that staff should do whatever they can to satisfy cus
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
tomers right away, but they should also encourage customers to write down and submit their comments quickly and easily.
This real
This real
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
-time ‘voice of the customer’ feedback should be circulated widely within the organization and carefully studied by all department
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
s. Such direct input can provide valuable insights and better understanding of current, and changing, customer expectations.
When
When
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
comments filtered through managers replace direct commentary written by customers, subtle nuances may be lost. Don’t let this hap
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
en to you.
Instead of a complaints and compliments ratio, try using a ‘comments from customers ratio’. With this approach, gather
Instead of a complaints and compliments ratio, try using a ‘comments from customers ratio’. With this approach, gather
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
ing bountiful customer input is more important – and rewarded – than suppressing customer complaints.
Key Learning Point
--
Key Learning Point
--
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
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Written feedback from customers is priceless.
Written feedback from customers is priceless.
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
It gives you unvarnished input you can study, circulate and discuss. Instead of penalizing your staff for complaints, praise them
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
for actively seeking input and ideas from the folks who know you best - your customers.
Action Steps
----------------------
Action Steps
----------------------
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
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Design a small, attractive Customer Comment Card that is simple an
Design a small, attractive Customer Comment Card that is simple an
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
d easy to use. On one side print `Thank you for letting us know' with a blank area for their comments. On the other side, provide
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
space for your customer's name and contact information (optional).
Place the cards where customers will easily find them: on coun
Place the cards where customers will easily find them: on coun
.
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
ters, in packaging, etc. Give cards to all staff members and encourage them to seek out customers' comments.
Track the volume of
Track the volume of
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
written input over time. Run a contest to increase the flow. Set a standard for the minimum number of customer comments each month
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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