Main Subject - Business

Employees who deal directly with the public are valuable players in building a customer-focused organization. Their potential, however, is often overlooked.

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

Only a tiny fraction of customer complaints and suggestions ever reaches top management's attention.

To tap this motherlode of suggestions and ideas, comp

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

Examples of combination products may in

nies must set up processes to make internal communication easier - and they must invite front-line employees to pass along what they hear. That's been the

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

goal of Blue Mountain Resorts, a ski resort about two hours north of Toronto. President Gordon Canning and his vice-presidents regularly run meetings with f

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

ont-line employees to ask: "What are our customers telling you?"

The feedback is recorded and posted on bulletin boards for all to see. Issues and opportun

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

Combination pro

ties that arise from these meetings are put on management meeting agendas and relentlessly tracked until they've been acted upon or proved unworkable.

Inpu

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

t can come from many sources: from busboys noticing uneaten food (they're expected to ask the customer why); or from bar servers receiving repeated requests

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

for a particular snack that's unavailable.

These steps have improved customer satisfaction dramatically - to the extent that Mr. Canning got a standing ova

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

tion from the resort's members at the annual meeting.

Vancouver-based Finning Ltd. is another company that has taken the opportunity to involve front-line

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

eople in eliciting customer feedback. Finning, the world's largest Caterpillar dealer, has implemented a complaint management system that makes employees th

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

eyes and ears of the organization.

"We're located in a number of small communities across Western Canada," explains Ron Clark, general manager of branch o

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

Following aspects would a

perations. "Many of our customers are friends with our employees. They play ball and drink beer together.

"In the past, when customers mentioned a service

dd to the challenges in developing combination products:

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

r equipment problem, most employees couldn't do much more than show some empathy or apologize for it. Now we've given them a process to bring those problems

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

forward and have them dealt with."

Once a particular complaint is voiced, it is recorded and added to a data base that pinpoints deeper problems in proces

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

es or systems that need attention.

In any company, front-line employees are not just important sources of customer feedback - they play direct roles in rai

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 satisfaction. Research consistently shows that customer and employee satisfaction are intertwined. You seldom find happy customers being served by unhap

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

Professional from academic institutions, pharmaceutical industries, health care indust

py employees. It doesn't take an organization psychologist to figure that out.

Customer service, especially service that delights and astounds, is voluntar

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

. Employees decide whether to follow strict company policy or make a little exception for a customer's unique circumstances. They can decide whether to call

.

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

customers by name, or treat them as more files to be managed, more calls to be handled, more mouths to be fed.

Going the extra step to take care of an unu

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

Companies that provide selfless information through particip

ual request is often optional. The degree to which employees make those decisions in favour of the customer depends upon the environment they are working in

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've got a confession to make - I was scammed by a company promising me I can stay at home and type data into forms and make over two hundred dollars a day.

On every floor in a hospital, nurses are practicing in a wide variety of nursing fields, from an emergency room nurse assessing a heart attack victim, to the nurse that provides education and skill polishing to the whole nursing and medical staff. Nurses were a variety of hats, far removed from what we are all used to seeing in those old movies.

Have you been thinking about starting a Home Jewelry Business? Here is a simple an easy 10-points guideline to transform a hobby into a very profitable career. Check if you're following the author's 10 Golden Rules of Jewelry Business Starting.

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