We hear much about the importance of listening to customers and meeting their needs. Lean Six Sigma devotees say that metrics from the customer’s vantage point are at the center of their philosophy.

Many pharmaceutical companies embed their high view of the professional community and patients into company credos or mission statements. I’ve also heard of some companies that appoint team members whose sole role is to bring the “voice of the customer” into key discussions.

In the pharma industry we have built-in scientific processes that formally connect us with the patients and medical community we serve. For example, clinical research studies the patient outcome when deciding the strength, formulation, dosage form, and frequency of administration, etc.

Other technical processes such as process development, technology transfer, and validation also support the patient with well-developed and consistent processes that ensure continuous supply of quality product.

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