Advice You - Business

One would think with all the resources provided by technology that customer service would not be an issue in today's business world. At any given moment, there is survey after survey showing what customers want and the impact when customers don't re

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

ceive what they want. With outsourcing being rampant, having an organizational culture where excellence is a habit seems to be a no brainer.

Common sense suggests that if I want to keep my job that is based upon a continual stream of c

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

Examples of combination products may in

stomers then it would be extremely beneficial to deliver professional customer service. Unfortunately, customer service still appears to be a significant issue and millions, if not billions, of dollars are being lost on a daily basis because organiz

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

ations and employees still don't get it. These 7 tips may help you to stem the tide and create a customer service culture where the goal of professionalism and excellence is achieved each and every business day.

Define Your Core Values
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
The Ritz Carlton had a simple core values statement that was shared by everyone: Ladies and gentlemen serving ladies and gentlemen. Whatever your core values are, they must begin at the top and cascade down throughout the enti
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro
e organization.
Review and Reassess Internal Policies and Procedures

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

anager of a national chain who left me his extension. I listened to the automated message and waited to hear the usual statement: If you know your party's 3 or 4 digit extension, please dial that at any time followed by the # sign. When the m

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

ssage wasn't heard, I hit the zero key and was told that it was not an appropriate key. I hung up and re-dialed. Then when prompted for "General Services," I hit the appropriate key and learned I was speaking to someone on the front desk. This auto

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

ated procedure was not creating a customer service culture of professionalism.

Talk to Your External Customers

Many companies have now developed the habit of surveying customers using the Internet. Yet, communicating through technology d

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

oesn't allow for the organization to truly hear what is not being said. Remember what is seen is always heard before what is said. Take the time to conduct face to face interviews or at least telephone interviews. A good communicator can sen

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

e the tone and the nuances within the speech patterns of the person being interviewed.

Develop your Employees

Training is essential to performing any job. Yet, most people know how to answer the phone, but answering the phone consistentl

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

Following aspects would a

is really about development. When I called this hotel manager, 3 different individuals all of whom provided me with a different script greeted me. Knowing that consistency was a significant part of this hotel's training, I knew that only one of th

dd to the challenges in developing combination products:

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

em had delivered the "trained" response. In speaking with the manager, he confirmed that all 3 were long time employees and should have spoken the same message. So the issue is not training or learning (the acquisition of knowledge), because the empl

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

yees know what they need to say, but rather development or performance (the application of knowledge).

Align performance to quality criteria such as Baldrige

Just as the favorite cake from Aunt Emma or that delectable soup from your favori

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

e restaurant, you know that every time you take a bite, you will receive exactly the same sense of utter enjoyment. Why? Because Aunt Emma or Chef Tony used the same proportions of quality food each and every time. To deviate from that recipe would

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

spell disaster and create enormous disappointment for their favorite people.

The Baldrige criteria are one of the best predictors of organizational success. Employing such a c

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

Professional from academic institutions, pharmaceutical industries, health care indust

iteria will help to create a customer service culture of professionalism.

Use Internal Customers Feedback

Checking with employees while they are employed and when they leave is a simple way to gauge what is happening within the company. <

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

>Loyal internal customers or employees are what drive loyal external customers. Performance appraisals and exit interviews can be tremendous tools to elevate customer service.

Ask yourself "Would I Buy from My Company or Me?"

.

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

inally, ask yourself this simple question: "Would I Buy from My Company or Me?" Do you find yourself going to other places to shop or eat? Why are you taking such action? Is it because of company policy, prices are too high, lines are too long? If y

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

Companies that provide selfless information through particip

u wouldn't buy from your company, then why should anyone else? If you use these 7 basic tips, your company can create a customer service culture where professionalism is consistently high and loyal customers are the norm and not the exception

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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An examination of the skills needed to make a successful career in Selling and a number of tips on how to succeed.

A lot of times when people do reference checks on candidates, they fail to adapt the reference checking process to the type of position that they’re looking to fill and therefore ask very generic questions. This fails to uncover the kind of information that you really need to have in order to understand whether or not a specific candidate is a good match with the specific job you're trying to fill.

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