LEAN Funnel
Hand Carry

Tisseel CAPA Process

Customer Service Skills
PMOs
100
Prioritization of potential projects can be seen where?
What is the Lean Project Log
100
orthobiologics@baxter.com or 887-285-3173
What is the correct manner in which to forward bill only po's to the Inventory Specialist for product movement from OSS/TBM inventory to customer?
100
The FDA has implemented various requirements in regards to Tisseel Product complaints.
What is Sales reps are required to follow-up and perform in-services with certain issues if customer requests. And Customer Service must document in BIO360 to ensure Sales Rep receives the request
100
Pricing and Contracts, Legal, Center for Service, A/R, Finance
What is examples of internal customers
100
PMOs are typically set yearly and stand for
What is Performance Management Objective
200
Any member of BioScience Customer Operations can enter a suggestion in this location.
What is SharePoint>Customer Operations>Lean Funnel>Green Check Mark
200
PAR 16
What is maximum quantity of product sent to a rep and maintained in their inventory.
200
A specific list of questions for the Tisseel CAPA
What is questions 19 through 29 on the RGA Checklist that includes the Tisseel CAPA questions.
200
Doctors, Nurses, Pharmacists, Patients, Hospitals, Buyers and Receivers
What is an external customer
200
Employee & Manager discuss, define and document performance goals for the year.
What is Goal Setting?
300
Improvement activities that identify and eliminate waste in our processes
What is a Lean Project
300
Return goods authorization will be followed for damaged, picking error or temperature issues with hand carry product. The RGA is not processed by the Inventory Specialist or the Supply Chain Analyst.
What is Customer Service Specialist Procedure?
300
Notify Sales rep. check box, Sales Rep Email Address and Product field.
What is required fields to populate for a Tisseel CAPA Product Complaint Process completion.
300
Educate the customer and anticipate additional needs especially when there are holidays or allocations
What is going the extra mile to delight the customer?
300
Employee and Manager coordinate objectives to ensure there integration horizontally & vertically within the organization.
What is Goal Alignment
400
Initiatives that require resources outside of Baxter (3rd party contracting) to complete
What is not a Lean Project
400
Document issued by Customer authorizing Baxter to bill the Customer for used Sterile Product or to acknowledge receipt.
What is Product Delivery/Charge Sheet?
400
BioSurgery reps must do an in-service if the customer requests on a Tisseel issue.
What is email notification from CSR to sales rep per CAPA requirements because BioSurgery rep doesn't have access to BIO360
400
Use the customer's name at conclusion of call or during confirmation of order details.
What is making the call more personal?
400
Specific, Measurable, Attainable, Relevant, Time-bound
What is a smart PMO?
500
Monthly review, prioritization and recommendation to the Extended Leadership Team
What is the Governance Team?
500
Temporary consignment arrangement agreed upon by Baxter and Customer to allow for Sterile Product to be placed at a Customer’s location and replenished through the OSSs Sterile Product inventory
What is Interim Consignment
500
Gary, Will and Ed
What is the primary key contact group in Customer Service for the Tisseel process and orders?
500
All staff says "Thank you for calling Baxter BioScience, how may I help you?"
What is a positive, consistent greeting?
500
Priority targets focused on individual contributions that stretch and motivate.
What is an example of a SMART PMO parameter.
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