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VOC in Pharmaceutical

Six Sigma – iSixSigma Forums Old Forums Healthcare VOC in Pharmaceutical

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  • #25418

    NATZIC
    Participant

    I work for a Pharmaceutical manufacturer where we are looking to start with a VOC.  Our initial focus will be on two types of customers: wholesalers (e.g. McKesson, Cardinal) as well as managed care (e.g. Well point, Cigna).
    I am not interested in re-creating the wheel.  If there is anyone in Pharmaceutical manufacturing, wholesale or managed care who has gone through this exercise and can share what has worked and what has not worked, I would appreciate it
     
    Thanks
     
     

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    #61272

    JWDT
    Participant

    I work for a PBM.  Here is what I have seen work, irregardless of the industry.
    VOC across all of your customers (a sample of largest down to smallest).  Talk to three basic levels when you pulse them (if you can), the C-level, the Mid-level & if possible the front line that actually uses your product/services.  The C & Mid levels should give you more strategic/market share type feedback, where the front line will tell you how useable/portable, etc your packaging or product really is.  It has been my experience most C & Mid levels are clueless as to how the operations run because all they see are the $$’s, the lower levels will let you know if your product is value enhancing or not.  BTW put on your body armor you may not like some of the comments you receive, whatever you do, DO NOT become defensive and try to defend your product you are trying to find out how to make it better.
    One peculiar thing I have noticed about healthcare in general…what you hear and are told is only part of the VOC, do an anonymous survey for the customers who lack the necessary skills in dealing with perceived conflicts.  Most healthcare people I have dealt with have issues expressing themselves because they have taken everything to a personal level, so in a lot of ways when you ask them about what the customer/patient wants they imagine themselves in that position, instead of relaying what the patient/customer actually tells them.
    Good luck.
     

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    #61273

    NATZIC
    Participant

    Thanks, I appreciate the feedback!

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Viewing 3 posts - 1 through 3 (of 3 total)

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