Managing Consumer Calls: Complaints, cGMP Compliance, Quality and Service
Managing Consumer Calls: Complaints, cGMP Compliance, Quality and Service

Customers are one of the most valuable assets of any company, even though they do not typically show up on a company ledger sheet or on a list of company assets. Customers are why we are in business and meeting their needs and providing great service is important to our businesses. Customer calls are an important touch point for every company and need to be managed to insure customer satisfaction and safety.

Manufacturers and private label marketers must be prepared with procedures to receive and manage consumer calls and complaints, investigate complaints for their root cause, and create and implement corrective actions to prevent recurrences. Companies need to have SOPs and personnel training in place, along with a process for documenting each call and investigation, findings and corrective actions.  Determining when a customer call may be more than a complaint and is a potential adverse event is essential for consumer safety and compliance.

Private label marketers must be prepared to work with their contract manufacturing partners to investigate consumer complaints and determine what corrective actions may be necessary. Contract manufacturers are responsible for performing the necessary investigation to determining the possible cause of a consumer complaint and documenting the investigation and any corrective actions and retraining necessary.

At this seminar you will learn;
  • What the cGMP requirements are for marketers and manufacturers in managing consumer complaints
  • How to conduct a thorough investigation of the complaint
  • Importance and tools for investigating consumer complaints
  • The requirement and value of performing corrective actions

AAHP Members will receive a discounted price by entering the Discount Code on Ordering Page.
Webinar Information
Date Presented:
April 26, 2012 1:00 PM Eastern
Length:
2 hours, 30 minutes
Managing Consumer Calls: Complaints, cGMP Compliance, Quality and Service
Alvin J. Lorman, Esq.  is currently the attorney for the AAHP and has been for over 25 years representing the interests of homeopathic drug manufacturers and marketers with the FDA and legislators. He also served as associate general counsel of the CHPA. Al has over 30 years of practice with large national and international law firms and practices in all areas of food and drug law, biotechnology and health law, trade association law, and advertising law. He lead the industry effort which resulted in the publication of FDA’s Compliance Policy Guide on homeopathy, a policy which has lead to a dramatic increase in the availability of homeopathic products.

Mary Beth Watkins MS BS is the Director of Quality and Compliance  for Nutraceutical Corporation Homeopathic products, with over 25 years in quality management experience in formulation, manufacturing, quality, labeling and cGMP compliance of homeopathic drugs, OTC drugs, dietary supplements and herbal products. Mary Beth has experience in working with the FDA and Federal Code of Regulations for compliance, inspections, documentation, laboratory and department management and quality testing.

Walt Murray of MasterControl is currently the Director of Quality & Compliance Consulting Services.  He is a QMS Certified Lead Auditor and has over 30 years of experience in operational responsibilities for quality in manufacturing and regulatory oversight and provides assistance to clients and life science companies in need of guidance and development.  MasterControl provides software solutions that enable regulated companies to get their products to market faster, while reducing Cost of Quality (COQ) and increasing internal efficiency. MasterControl provides secure management solutions for a company’s critical quality information throughout the entire product lifecycle. MasterControl solutions include quality event management (QEM), document management, product lifecycle management (risk management), audit management, training management, document control, bill of materials, supplier management and much more.
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