Resumo

MONTES DE OCA MARTINEZ, Nivian; MARTIN, Ana Ibis  e  ROQUE PINERO, Esnayra. Improvement of the aftermarket service process. Rev Cubana Farm [online]. 2014, vol.48, n.2, pp. 273-284. ISSN 0034-7515.

Introduction : drug manufacture requires strict quality policies that are aimed at safeguarding the interests of the patient, the society and the state. One of the most variable processes in a product's lifecycle, with very specific requirements in the case of drugs, is the aftermarket service. Objective : to upgrade the aftermarket service process for the human use products that the National Center of Agricultural Health markets. Methods: the study was based on the use of quality tools such as cause-effect diagram, brainstorm, checking list, depiction of detected problems and application of the methodology called planning-doing-checking-acting. Results : it was possible to identify the subprocesses of attention to the client, competition, distribution, warranty, training for use, complaints and claims, product withdrawal and pharmacovigilance are the main factors characterizing the process. Requisites of each of them were defined and evaluated, but just 54.5 % were fulfilled. The design and implementation of an upgrading program allowed improving the process and fulfilling all the planned requisites. There should be mentioned the re-design of functions, responsibilities, interrelations, inputs, outputs, resources, system of procedures and registrations, with emphasis on complex specific subprocesses like distribution, product withdrawal and pharmacovigilance. Conclusions : some indicators are provided to evaluate the performance and to facilitate decision-making and more efficient management of the process in order to raise the level of satisfaction of the client. These results contribute to improve the aftermarket service of products and the compliance with the good practice requirements in the drug manufacture.

Palavras-chave : quality system; management; processes; aftermarket service; drugs.

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