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Just Other Articles - How the P.R.I.D.E. Team Changed my Call Center
Several years ago I took an assignment as a Manager in an outsourcing Call Center. Shortly after I started it became clear that several areas within the department needed improvement; absenteeism was high (19%), call takers lacke
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
d the enthusiasm about the programs to deliver quality customer service and seemed unconnected to the goals and metrics.
With the overall morale of the center in a less than pleasant state the management team weighed our options
With the overall morale of the center in a less than pleasant state the management team weighed our options
; 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
We determined that any new rules rolled out by management may be perceived as “us vs. them” by the call taking teams. Rather than try to manage down with force we decided to get the people who were doing the work involved in the improv
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ements.
It was clear, in order to make positive changes the call takers had to embrace the existing goals and embrace any changes we tried to make. What better way to do that then to include them in the process of making
It was clear, in order to make positive changes the call takers had to embrace the existing goals and embrace any changes we tried to make. What better way to do that then to include them in the process of making
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
he changes. From this idea the P.R.I.D.E. team was formed.
People Really Involved in Developing Excellence
The first step was to roll out the concept of the P.R.I.D.E. team
People Really Involved in Developing Excellence
The first step was to roll out the concept of the P.R.I.D.E. team
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
to the supervisors. I explained how the team would work and what we hoped to accomplish with it. The supervisors then rolled out the concept in their team meetings.
Basic Roll out:
Each team on the floor votes f
Basic Roll out:
Each team on the floor votes f
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
r a representative from their team to attend the P.R.I.D.E. meetings.
P.R.I.D.E representatives gather issues, concerns and ideas from their teams and present them at the P.R.I.D.E meetings.
The P.R.ID.E. Team will take action for improv
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
ement based on the ideas and discussions from each meeting.
Meeting minutes will be distributed to the floor.
Once the roll out was complete and the teams elected representatives, the first meeting was called to order. We con
Once the roll out was complete and the teams elected representatives, the first meeting was called to order. We con
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ratulated the new P.R.I.D.E. team representatives for being voted in by their teams and broke the ice by getting to know each other.
The group agreed on some ground rules and established time limits for discussion. I reiterat
The group agreed on some ground rules and established time limits for discussion. I reiterat
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
ed that the meetings will not be a gripe session; we will focus on improvement. We began discussing the issues challenging the center.
The high rate of Absenteeism (19%) was the issue we chose to bring to the table first. We a
The high rate of Absenteeism (19%) was the issue we chose to bring to the table first. We a
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ked the group why absenteeism was so high and asked what we as the management team could do to help. The representative’s answers provided insight and ideas to improve attendance. Suggestions ranged from things as simple as being welcomed
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
to work in the morning, to more challenging tasks such as supervisors building better relationships with their team members.
The ideas and thoughts we tapped into gave us direction to improve this metric. Instead of pushing an
The ideas and thoughts we tapped into gave us direction to improve this metric. Instead of pushing an
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
elephant up the stairs, we were following the lead to reach our destination.
After listening to and acting on the P.R.I.D.E. Team’s suggestions we started to see some very impressive changes. Over a three month period
After listening to and acting on the P.R.I.D.E. Team’s suggestions we started to see some very impressive changes. Over a three month period
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
Absenteeism dropped to 3%! People were more excited about doing their jobs and finding ways to improve. There was a general buzz around the center.
Communication was one of the keys to our success. In addition to the P
Communication was one of the keys to our success. In addition to the P
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
R.I.D.E. Team members discussing the meetings with their team members and other co-workers, we documented the conversations from the meeting then distributed them to the floor to ensure no “behind closed door” perceptions. If time allowed s
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
upervisors would bring the P.R.I.D.E meeting notes to team meetings for discussions as well.
The meetings evolved. The more meetings we ran the more root causes we discovered. We listened to every issue big and small. We crea
The meetings evolved. The more meetings we ran the more root causes we discovered. We listened to every issue big and small. We crea
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
ed subgroups to focus on large issues. Sometimes there were issues we could not do anything about, but we always provided an explanation on why action could not be taken. Listening to the representatives’ ideas and making changes based on
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
them created buy in for change. The call takers were more apt to make the ideas work because they came from them.
After the P.R.I.D.E. program was well in place, I turned it over to the senior supervisors to run. It was a gr
After the P.R.I.D.E. program was well in place, I turned it over to the senior supervisors to run. It was a gr
.
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
at development opportunity and helped build relationships throughout the group.
Overall the P.R.I.D.E Team created a paradigm shift in the center. The existence and actions of the team sent a message that everyone in the
Overall the P.R.I.D.E Team created a paradigm shift in the center. The existence and actions of the team sent a message that everyone in the
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
center was part of the same team. The representatives realized their importance. There was only “us” instead of “us and them”. The program created involvement, strengthened commitment to the company and opened communication gateways.
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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