Bribery and corruption are catastrophic acts that influence the quality of service in diverse kinds of business industries, including the healthcare and pharmaceutical industries. PT Kimia Farma Trading & Distribution (KFTD) realizes that those hidden crimes limp all business processes, from manufacture to procurement.
This could lead to lower customer satisfaction that highly impacts the business sustainability. Since KFTD’s mission is to provide quality service and products for consumers, they implement a set of quality policies that adhere to both business demand and the organization’s visions.
Implementing Tactics to Enhance Customer Satisfaction and Experience
The following are three main tactics that are suggested by the Powered Business page to help pharmaceutical companies, like KFTD, roll out their products and services in order to give a seamless experience for consumers while mitigating crime risks.
1. Harness the Digital Technology and Tools
Beyond a more efficient way of communicating, digital technology and tools allow us to expand customer reach. Kimia Farma already has 48 branches serving customers across Indonesia.
Still, the company came up with a digital solution by presenting MedBiz, which simplifies the buying process for health products.
Customers can find the needed products without queuing or going from one store to another. Besides, this technology cuts the multilayer touchpoints that may open the door to bribery happening through the conventional buying journey.
2. Proffer a Solution with a Personal Touch
KFTD is also concerned about managing and preventing any KFTD complaints from happening. Thus, in providing various medical products to diverse partners, including hospitals and public health offices, KFTD approaches their needs through an e-catalog purchase system.
This system allows the company to effectively distribute the products according to the purchasing through an innovative and automated monitoring solution in a timely manner. Besides, the integrated management system facilitates the team to monitor the whole process so that any pitfall that leads to corruption in time or product stock and sale won’t occur.
3. Rivet the QC Process
Quality control has a critical role in ensuring customer satisfaction and experience. In order to excel in this tactic, KFTD applied a solid Quality Policy, encompassing the embodiment of GCG. The quality policy stresses supportive human resources utilizing excellent informatics systems, and abiding by the valid law and legal regulations.
Broadly speaking, KFTD’s Quality Policy highlights the importance of performing the ISO 9001:2015 holistically. Meaning, that they must adhere to transparency across all of the process, from manufacturing to procurement and service.
Through transparency in their quality policy, they can identify possible bribery and corruption acts and prevent any further negative damage through the business process.