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With all the headlines about corruption in business and government, many believe that honesty is allusive. However, honesty c

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

an improve your customer service. This past week I realized the power of honesty specific to customer service. Let me share t

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

Examples of combination products may in

wo real examples to illustrate this point.

During a return from a meeting with a client, I stopped in a national restaurant c

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

hain where I have consistently experienced good food and fast service no matter how busy the restaurant was. After placing the

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

order, I watched others being seated and then noticed that they were receiving their food orders while I was still awaiting.

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

Combination pro

Finally, I asked for my waitress and then the manager suddenly appeared with my order. He asked if everything was OK and I too

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

k him at his word and responded "No." Then, I shared with him that I had been waiting over 20 minutes and watching others who

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

were seated after me enjoy their meals. The manager quickly apologized, said that they had more than enough staff to cover th

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

e dinner crowd and picked up the bill. Shortly thereafter my waitress came by and attempted to put the blame for the poor ser

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

vice on the kitchen help while keeping herself blameless. She asked me to come back and I said that I would continue to frequ

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

ent this particular chain, but not at this location. Her service received less than a 10% tip and with my realization that sh

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

Following aspects would a

e probably doesn't even know why.

Later during that week, I visited another national chain after the lunch hour rush. The ser

dd to the challenges in developing combination products:

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

vice was good until I asked for the bill. After waiting 10 minutes and having another wait staff person locate my server, she

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

appeared with the check and apologized for the wait. Then she said, "I was reading an Avon catalog and lost track of time."

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

A 20% plus tip rewarded her honesty.

How many times is honesty supplemented with a convenient, less than forthright response

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

? The fear of being wrong or being viewed as incompetent takes precedence over the simple truth. Putting the responsibility a

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

Professional from academic institutions, pharmaceutical industries, health care indust

nd personal accountability on someone else's shoulder has become sadly a way of life.

If you truly wish to improve customer s

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

ervice, go beyond the traditional customer service training and encourage your employees to be honest with their clients and a

.

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

ccept responsibility for their actions. Of course, this also means that your employees need to know the core values within y

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

Companies that provide selfless information through particip

our organization's strategic plan and that everyone from the top down must consistently live those values, day in and day out.

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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