AS PUBLISHED IN Q3 2017 PHARMA'S ALMANAC
Providing customers with their order when they want it, at the right price and quantity, is only laying the foundation for excellent customer service. Mitigating risk through planning and rapidly responding to unexpected events are also essential. Teamwork and collaboration, both within a CDMO and with customers, combined with a lean quality management system, ensure the highest levels of customer service.
Defining a High Level of Customer Service
At the beginning of each new project, a CDMO works alongside its customer to set milestones that enable the customer to meet specific project timelines. To provide the highest level of customer service, the CDMO must be able to meet each of those milestones on time and to the expectations of the customer for quality, quantity and price. This requires the CDMO to have a thorough understanding of the project, its complexity and any inherent risks. The CDMO must also have the capability to develop a remediation plan to ideally eliminate, or otherwise reduce, those risks.