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Just Other Articles - Customer Service – Serving Stinging Scorpions with a Smile
There is a story about a man who was traveling in the desert. His travels had been long and the days had been ho
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
t. He came upon a small brook trickling through a small oasis. He desperately sought a drink to refresh himself,
; 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
but noticed the largest pool (which was small by any standard) had a scorpion clinging to a small rock on the s
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
de of the brook.
It seems that the scorpion had fallen into the water and was having difficulty getting out. Wi
It seems that the scorpion had fallen into the water and was having difficulty getting out. Wi
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
th the scorpion in the water the man had no real choice but to remove it just to get a drink.
Being a kind man
Being a kind man
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
he sought to remove the scorpion from the water instead of killing the creature. Several times the scorpion stun
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
the man. Another traveler spotted the situation and asked why he would try to help a creature that was determin
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
ed to hurt him.
The man replied, “I know it is the nature of the scorpion to sting, but it is my nature to resc
The man replied, “I know it is the nature of the scorpion to sting, but it is my nature to resc
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ue and I do not wish to change my nature.”
This story is a perfect parallel to customer service. You may consid
This story is a perfect parallel to customer service. You may consid
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
r the water in our story your product. It has the ability to refresh and revive. The scorpion can be certain cus
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
tomers who may not always respond in a positive manner. As a business owner you are the man attempting to explai
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
n to others why you tolerate rude scorpions.
You’ve heard the old adage; “There are two rules in business. 1) T
You’ve heard the old adage; “There are two rules in business. 1) T
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
e customer is always right and, 2) if the customer is wrong refer to rule 1.”
Customers are increasingly placin
Customers are increasingly placin
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
g a high priority on the service they receive and they want to know you are committed to their satisfaction. Man
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
y, if not most, customers will be satisfied with general product fulfillment, but there will be some that may ne
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
er be satisfied. Work to help them find a solution and never lose your patience with the stinging sensation you
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
receive when all you are seeking to do is help.
As a business owner intent on quality customer service you can’
As a business owner intent on quality customer service you can’
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
t allow negative customers to alter your commitment to customer service. You may not understand why they insist
.
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
n ‘stinging’, but at the end of the day you are the only one whose responses you can control. If it is in your n
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
ature to provide quality customer service then you will strive to do so even in the most trying of circumstances
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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