14 / 182
CUSTOMERS &
CONSUMERS
“The needs of our customers
are the key focus for every
business function and for
every employee”
HOW DO WE CREATE VALUE
FOR OUR CUSTOMERS
HOW DO OUR OPERATIONS
AFFECT OUR CUSTOMERS
HOW DO WE ENGAGE WITH
OUR CUSTOMERS
Promotion of products
educate healthcare professionals on their use of our
products; solicit feedback on our products and service
as well as the consumer’s experiences and needs for the
development of innovative product offerings; ensure
effective product stewardship; and gain credibility and
support for Adcock Ingram’s brands.
Service delivery and
resolution of issues
experienced by customers and consumers; product
quality, safety and effectiveness; security of supply.
Daily interaction with
customers
through personal visits by sales personnel, managers
and executives.
Other interactions include continuing professional
education; customer surveys; a customer call centre;
advertising; the corporate website; consumer focus
groups and education campaigns.
WHAT ARE THE ASSOCIATED RISKS
AND OPPORTUNITIES FOR US AND
OUR CUSTOMERS
Service delivery levels
on effervescents and consistency of supply of
ophthalmic products. The procurement process
for new machinery in the effervescent facility in
Clayville has commenced to improve the supply
of effervescents. The Group will also embark on
the construction of an ophthalmic plant at the
Clayville facility with the first phase expected to
take 20 months to full implementation.
WHAT ARE ASSOCIATED STRATEGIC
OBJECTIVES FOR ENSURING THAT
OUR CUSTOMERS’ NEEDS ARE MET
A relentless focus
on customer service.
CREATING VALUE FOR OUR STAKEHOLDERS
(continued)
10 |
Integrated Report 2016