Quality Manual, continuous improvement, and overall customer satisfaction, you need a quality management system (QMS). An effective pharmaceutical quality management system promotes a customer-focused culture, encourages employee involvement, and incorporates other QMS principles for highly regulated industries. Here are eight things you should include when building your quality management system.

Organizations succeed when they build trust and create  value for customers with every interaction. According to ISO “striving to exceed customer expectations’ ‘ should be the primary objective of the quality management system. A customer-centric culture can bring many benefits including improved brand loyalty and increased market share. Ensure that your quality management is done with the customer. 

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A genuine desire to help patients should be an integral part of a pharmaceutical QMS. An effective pharmaceutical Quality Manual should encourage pharmaceutical companies to improve product quality  and delivery speed. 

While many industry leaders understand the value of creating a customer-centric culture mimicking the efforts of customer-centric brands like Apple is difficult. than. Some of the factors behind the pharma industry’s struggle to focus on the customer are very pragmatic—it’s near impossible to pivot products or achieve true organizational agility in product development in such a highly regulated industry. 

Startups and scaleups in the pharmaceutical industry often have an advantage in establishing a customer centric culture. Many firms in the RandD phase of the product lifecycle such as EUSA Pharma were founded around a passion for helping patients and haven’t yet lost sight of the customer journey. EUSA a Used company that operates globally has a simple mission: to “change lives patient by patient.” 

 Customer loyalty 

Pharmaceutical companies are facing extraordinary pressure to adapt to changing market conditions including the shifting role of the patient in healthcare. Technologies such as medical devices and SaMD are enabling pharmaceutical customers to engage deeply with their healthcare providers personal health data and treatment plans. At the same time advances in the life sciences  have created more and more opportunities for patients to receive personalized care. 

Innovative customer-centric pharmaceutical organizations  can reap tremendous benefits from new approaches to research and development. The use of big data on patient populations may present new opportunities to increase patient engagement. A McKinsey article citing that a pharmaceutical company that launched a digital companion app for rheumatoid arthritis patients saw an 8% increase in drug sales. By focusing on your customers throughout the Quality Manual 

  and beyond you can try to keep them. 

Increased market share 

Establishing a strong focus on the customer has clear benefits for quality driven organizations in any industry especially in verticals such as pharma where customer expectations are changing rapidly. The long term sales performance of a drug is closely tied to market performance during the first six months after its release according to McKinsey research. Providing a differentiated personalized customer experience can be a determining factor in whether a newly released drug captures market share.

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