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Browsing by Subject "customer"

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  • Salonen, Iiro (2010)
    It was given a task to the Finnish Medicines Agency (Fimea) to prepare a national Medicines Information Strategy. The strategy process can be divided into four stages: 1) the collection and analysis of the information, 2) the determination of the strategy and the vision, 3) the realization and 4) the follow-up stage of the strategy. In the European Union (EU) the High Level Pharmaceutical Forum has drawn up the criteria for the high quality medicines information (MI) and the recommendations to improve the quality and availability of the MI directed to the consumers. The most significant medicines related political actions in Finland in the 21st century are the Medicine policy 2010 -document, the strategies of the National Agency for Medicines and the TIPPA-project. The objective of the Master's thesis was to produce the information to Fimea's MI work. The electric questionnaire was drawn up in the Ministry of Social Affairs and Health. After a pilot test, the questionnaire was sent by email to all national Medicines Authorities in EU (n=27) in November 2009. The purpose of the questionnaire was to find out 1) the significance of the medicine information in the national legislation, 2) the possible MI strategies and 3) the control mechanisms of the medicine information directed to the consumers. The medicines information strategies were found in the United Kingdom (UK), Italy and Germany. Furthermore, the strategy process was unfinished in four countries. In the strategy of the UK 25 concrete actions were presented during a three-year strategy period to improve the quality and availability of the MI and to improve the cooperation between public and private actors. The information and communication technology (ICT) was in the centre of the medicines information offered to the consumers. ICT was utilised by publishing Patient Information Leaflets in Internet and by developing medicines information web pages, digitally patient counseling services and quality certificates. The results of the survey can be utilised as a part of the Fimea's Medicines Information Strategy process. Further studies, for example an analysis of the interest groups, are needed before the preparation of the national strategy. Furthermore, experiences of the implementation of the strategy and the results reached in the UK should be clarified.
  • Pietarila, Päivikki (2004)
    The aim of the study was to find out what kind of view on product quality dressmaker and customer have, how the views differ from each other and how the difference affects dressmaker's work as an entrepreneur. The research data consists of eight thematic interviews: four dressmakers and four customers were interviewed for the study. In the core of customised dressmaking is a relationship between a maker and a client. The product of a dressmaker, a unique dress, is created in an immediate interaction between a dressmaker and a client. Also the quality of a unique dress derives from this interaction. In the results of this study, the views on quality are linked with six themes: dress, process, dressmaker, customer, interaction and enterprise. The dressmakers and the customers agree that the quality of a custom-made dress is based on unique fit. Describing the process the dressmakers insist on the quality of manufacturing. The clients' view on process insists on those phases where they themselves take part: designing and fitting. The personality of the dressmaker is part of quality in both the dressmakers' and the customers' points of view. The dressmakers and the customers are also aware of the customers impact on fulfilling the expectations. The immediate interaction between dressmaker and customer is a key to the unique dressmaking. At its best the interaction is followed by a trusting relationship. Entrustment derives also from a good reputation, which is essential in dressmaker-entrepreneurs marketing strategy. The dressmakers' views on quality are product- and manufacturing-based. According to the results of the study there can be seen different types of dressmakers, that emphasise different aspects of quality. At the other end is a manufacturing-based, even transcendent view on quality, which rests on the values of the dressmaker. At the other end lies a customer- and value-based approach, which is founded on fulfilling the expectations and needs of the customer. In their views on quality the customers emphasise the immediate interaction between dressmaker and client.