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Kim in Colorado posed this question: ‘How do you find time to work on customer service when each day is already filled with seemingly impossible to

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

complete tasks?’

The answer lies in the difference between working in customer service and working on customer service.

Working in customer servic

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

Examples of combination products may in

means taking care of your customers – always a good idea. Customers appreciate the attention and you feel good providing quality service. Being in

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

ervice takes a specific amount of your time to benefit a specific customer in a specific way.

Working on your customer service is totally different

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

It means creating, changing, improving or fine-tuning the tools, systems and procedures you use when you are working in service for others.

Here’s

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

Combination pro

a personal example:

Several years ago a magazine editor in Europe interviewed me by telephone for an article on ‘Building an Uplifting Service Cul

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

ure’. He asked me to send him a high-quality color photograph to run with the article. I went right to work in service. I chose an existing photogra

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

h from my files, had a high-quality color copy made overnight, contacted a courier company and had the photograph on his desk two days later. The wh

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

le process took a few hours of my time and made the editor very happy.

The following week I went to work on my customer service. I chose 22 photogr

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

aphs, had them all scanned as high-resolution images and posted them on my website so that anyone, anywhere, anytime can choose the photo they want,

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

in high or low resolution, and have it downloaded directly to their computer or sent instantly to their e-mail address as an attachment.

The whole

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

Following aspects would a

rocess took a few hours of my time and has since made many editors and meeting planners very happy.

It’s easy to get very busy in customer service.

dd to the challenges in developing combination products:

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

Without even trying, your day is filled with seemingly impossible-to-complete tasks. Working on your customer service is different. It also takes yo

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

ur time, but it continues to serve after you have moved on to something or someone else.

Key Learning Point
---------------------------

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

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Everyone who works in service for others should also work on their customer service.

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

If you improve your service system just a little each week, those small improvements can make a big difference over time. And if you work on your se

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

Professional from academic institutions, pharmaceutical industries, health care indust

vice in a cross-functional team or over a weekend retreat, imagine how much everyone (customers and service providers) will gain.

Action Step

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

s
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Step back from working in service and go to work

.

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

on your service. Make a checklist, design a form, create a template. Reduce four steps to three, or even one. Invest some time each week working on

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

Companies that provide selfless information through particip

our service, then go back to work in service. You may still be very busy – but everything will be running a bit smoother, a bit easier, a bit better

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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Do you own a business in Canada? Do you need business financing? Read this article to learn about factoring and purchase order financing.

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Each time we throw a scoundrel out of public office we see the problems of disruption in organizational capital and in business we too see this all the time with management turnover, mergers or simply normal attrition. In the Public Sector it can be far worse as one team or staff is not re-elected by their constituents and a team is voted into office

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