Advice You - Business

I just finished a conversation with a leader in a top rated US hospital about creating a Customer Service cultu

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

re. We both marveled at the comments she had received from her organization recently suggesting that customer s

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

Examples of combination products may in

rvice is so simple, why would their organization even need to teach it?!

Is customer service simple? Maybe. Is

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

it easy to achieve consistently in most organizations? Definitely not. Most of us can recall countless example

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

where we personally witnessed (or were victims of) horrendous customer service failures.

So what is the solut

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

Combination pro

ion? The problem, at least partially, may stem from our solution- orientation. We actually think we can fix this

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

and it will stay fixed. Customer service, however, is a moving target and we need to be working at it regularl

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

y. The more intentional we are about keeping service in the forefront of our organization, the greater the ch

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

nces of providing consistently excellent service.

That of course is true, if we also pay attention to what Dave

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

Erdman, President of Vital Learning Corporation, refers to as “Service Quality Context (SQC).” By SQC, Dave i

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

talking about the various functions, policies and processes that impact service. One example of what of SQC mi

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

Following aspects would a

ht refer to is hiring.

Consider your organization for just a moment. Is hiring done in a way that leaves a can

dd to the challenges in developing combination products:

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

didate who was not selected feeling positive about your organization, wanting to spread goodwill about you, eve

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

though they were not selected? Does your hiring procedure begin the acculturation process even before a candid

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

ate steps foot in your organization for the interview and continue throughout the process to enhance their c

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

mfort and integration in the first few weeks on the job?

As you can see, SQC can greatly impact customer service

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

Professional from academic institutions, pharmaceutical industries, health care indust

from dozens, perhaps hundreds of vantage points in your organization. So should we invest time, energy and

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

oney teaching customer service? Perhaps you'll need to consider the your organization's SQC health before you c

.

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

an answer that question. But, what ever the answer, providing excellent service consistently is still a worthy

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

Companies that provide selfless information through particip

oal that will differentiate you in times of increasing competition from around the block and around the globe

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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Job interview thank you letters are part of the common protocol of the interviewing process. After your interview is complete, you should make sure that your letter has been delivered within the next 24 hours. What makes a good job interview thank you letter?

Old fashion Hollywood style glamour photography is an untapped gold mine of profits just waiting for you to capitalize on. It is the simplest and easiest portrait technique to learn but is often under utilized because most photographers tend to complicate things with all their fancy equipment and lights.

We all live and work in a constellation of relationships based on service. You can see this with the customers you serve and the suppliers who serve you. But this is also true with colleagues, employees, managers, family, friends, government agencies and community members.

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Advice You - Service Quality Context: It's Everywhere!

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