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"Initially I went in with all the 'engineerish' skepticism. But it taught me how to ask the right questions to understand and solve problems."
Workshop Participant
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KT Review Pharmaceutical Edition #1:
Insisting
on Value…for the Pharmaceutical Industry |
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Insisting on Value…for the
Pharmaceutical Industry
The KT Review Pharmaceutical Edition features articles and best
practices that focus on improving business performance for pharmaceutical,
biotech, medical device, and generic manufacturing organizations. This
issue explores rational, systematic approaches to improving service and
support. |
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On the Edge and In Control
Managing the Complexity of Technical Support
by Christoph Goldenstern and Arun Shukla
Using increasingly connected yet disparate technologies, customers expect
their business to be supported homogenously, despite the complexity of
their IT infrastructure. Organizations that are oblivious to the realities
of their customers’ complex, interconnected, IT environments are
at risk—as are those that think they can outsource this complexity.
A common theme that reverberates across our client landscape is that
the technical support function lives on the edge. Can they be in control?
We believe so.
Read this article
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Tool-kit: Your Ticketing Systems Powered
by KT ResolveSM
After successful use of KT ResolveSM on the job, many service and
support clients have asked, “What if our ticketing, customer
complaint, and customer help desk systems could emulate KT Resolve?” In
fact, benefits have resulted from KT client-initiated emulation projects
and some best practices for pursuing these projects have emerged.
Read this article
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The Tie that Binds: Using Business Strategy
to Corral Your Projects
By Alan P. Brache
In most organizations, project work, including submitting NDA's,
implementing CAPA's, validating processes, proceeds in parallel with—and
takes people away from—ongoing activities. If your organization
is typical, off-line project work is growing geometrically. In this
article, the author raises and answers key questions that can guide
project success. Beyond simply finding answers to the pressing concerns
he describes the 'how' part of getting back in control.
Read this
article
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The Fallacy of People Problems
By Dr. Jamie Weiss
(Appeared in Pharmaceutical Technology)
One of the most frequently cited statistics in pharmaceutical manufacturing
is that 80% of all reportable deviations are “people problems”—deficiencies
in human performance. Clients with whom we have worked estimate that people
problems account for 60–90% of their reported deviations. But what
exactly is a “people problem”? Consider the case of the red
specks…
Read this article |
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