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1、Reduce Product Complication through Product Training for physicians to Improve Customer Service论文摘要Elite honor有限公司是一个先进的高科技医疗产品公司，现有所有的产品都针对处理心脏科的疾病。该公司自成立以来，凭借其良好的声誉，优质独特的产品和专业的技术推广，赢得了广大医师和患者的认可。随着新一代的产品血管闭合器的推广及使用，因公司缺乏对医生提供一系列的产品培训，使某些医生对新型产品的使用方法错误理解及对新产品的使用特点没有很好的掌握，医生在使用时，出现了很多问题，多可见于血管并发症包括大
2、面积出血,及假性动脉瘤的形成等,术后医生会再次针对出血口进行徒手压迫来止血或借助于外科辅助手术对出血口的缝合。 这些问题的出现给医生带来了多方面的顾虑, 以及对公司的发展和声誉产生负面的影响，同时也会使得一些潜在的客户流失。 作为全国销售经理的我, 感到问题的严重性及紧迫感.从对医生的培训和客户服务的关系来看，掌握专业医疗技术和对新产品的理解可以帮助医生向客户体提供更为优质的服务，从而提升客户满意度，建立长久稳定的业务关系。本论文通过前期取得客户的反馈意见并进行比对、分析和存档，明晰客户的真正需求. 通过对主要采取项目进度一览表、项目负责人报告、项目成员的一周反馈意见等检查与评估形式来确保我们
3、及时知晓客户的真正需求。中期设计出一个理论跟实践相结合的培训方法,通过公司提供一天的基本产品知识及产品原理的强化讲座及二天手术室技术操作培训来完成医生对产品的认识及使用技巧的掌握.并依此设计一个对主要的相关医生20 位客户来自于各个城市各大医院的主任，进行为期三天的培训计划，力图在短期内帮助医生对产品的认识和使用技巧的掌握和提高客户的满意度和增加对产品的使用和忠诚度。后期再针对受培训医生的回访,确定相关医生对培训内容的理解及掌握。是医生对产品及公司有有很大的信心,以后在业务上有很广的合作。 经过前期周密的调查分析及切实可行的培训计划，及中后期的严格执行与分析评估，此次培训顺利完成并取得了预期效
4、果。经过再次的问卷调查及临床评估反应,主要医生不仅在专业医疗技术上得到了提高，并通过具体实践加强了他们处理实际问题的能力与技巧，在一定程度上提升了客户的满意度，医生对此产品的日使用率提高了50%,只要经济条件许可的病人,都使用了该产品。产品的大量使用，同时也提高了医生对产品的熟练程度, 经过医生病人的宣传，同时也增加了潜在一些客户。该计划的设计、实施和评估过程中，我意识到给医生提供相关产品基本原理强化培训及临床专业技术紧密结合的培训不但能有效提高他们的专业素质，而且能激发他们处理突发情况的能力，但这些都是要建立在明晰客户真正需求的基础之上的。AbstractElite honor Co.Ltd
5、. is a advanced high-technological medical company. All product of this company focus on dealing with the cardiovascular therapy. As far as now our company has gained a good reputation by the excellent product and the professional medical technique. Because of lacking of a series of product training
6、, some of the doctors misunderstand how effectively the new product works and out of master the characteristics of the new product when the product of new generation of the vascular closure devices are widely being used and popularized. Therefore more and more complications occurred. Vascular compli
7、cations included bleeding, defined as external blood loss requiring manual compression. Major complications included bedding with need for transfusion or vascular surgery. So all these problems damages the image of the company and some of the potential customers will be lost. So as the domestic sale
8、s manager, namely me, I fully understand the gravity of such situation. From aspect of the relationship between the customer service and the doctors training, the professional medical technique can facilitate the doctor to provide the better service with the customer so as to promote the customer sa
9、tisfaction and to establish the longstanding business relation. This dissertation here clarifies the customer needs through comparing and analyzing and filing the customers feedback at the prior period. Then we can check and ensure the customer needs mainly under the tables of the Project Progressiv
10、e checklist and Project Managers Report and Project Members Weekly Feedback Form. And at the medium period a training method will be designed through combining theory with practice, and then the company will arrange one day lecture for the basic product knowledge and principle plus two days clinical
11、 operation, so this totally three days training which for purpose of helping the physicians to better understand and master the use technology of the product, meanwhile will improve the degree of satisfaction and the faith of the customer, this training would focus on the key physicians and twenty c
12、ustomers and the directors come from the hospitals throughout the country. At the terminal stage we will pay a return visit to the physicians who attended the training to ensure these physicians totally understand and master this training so that physicians can have a lot of faith in the new product
13、 and the company.With much careful analysis and investigation and the plan of the practical training at the prior stage, as well as the carry out the training strictly and the evaluation at the medium and the terminal stage so that this training was successfully completed with expected achievements.
14、 So through another questionnaire and the reflection of the clinical evaluation the key physicians not only improve their professional medical technique but also the ability of dealing with the practical issues be strengthened, and of course the daily usage rate of new generation product is increase
15、d fifty percent after the training. And if economic conditions allow, almost whole patients use this new product so as the physicians are more and more familiar with the product. Under the propaganda of the physicians and the patients some potential customers will be interested in our new product.In the process of designing and execution and achievement of this program, I realized all these achievements concerned above are based on the clarification of the customer real needs. Table of Contents 1.Introduction.1 1.1 Current situation.2 1.2 Problem Analysis.22.
