Fluent Essays

Business and Management Topic: Ajinomoto Bio Pharma Services Type of work: Essay Level: Master Number of pages: 10 pages = 250/- Grade: High Quality (Normal Charge) Formatting style: APA Language Style: English (U.S.) Sources: 5 Website Region: United States Customer Time: Please follow the attached syllabus. The instructor is very strict about following the instructions. I started working on the company of the attached PowerPoint but I am open to a different company as I have to create a powerpoint as well. -- Quality is Not an Option 8 Ajinomoto Bio-Pharma Services Student’s Name Institutional Affiliation Instructor Course Date Ajinomoto Bio-Pharma Services Introduction Ajinomoto Bio-Pharma services are one of the prominent premier-US-based providers for extensive containment ADC manufacturing. It also deals with the Finish and Fill services for both ADCs and HPAPIs. Its operational facility is situated in San Diego, a few miles from its Roselle St. campus. The facility and its service provision are established to meet its future and current demands in ADC development to ensure a reliable supply of promising therapeutics. Some of the company's capabilities revolve around analytical development, process development, clinical and commercial manufacturing, formulation, and stability testing. In essence, Ajinomoto is a complete integrated contract manufacturing and development company. The company was initially founded in 1998 at Althea. It sold and developed Plasma kits and gene quantification assays. By the end of 2009, its capabilities expanded to encompass Finish and Fill manufacturing, microbial biological manufacturing, and analytical development services. In 2013, Ajinomoto Co, Inc bought it, which primarily concentrates on Japan's food production. In 2018 however, Althea merged with OmnniChem to create a prominent company known as Ajinomoto Bio-Pharma Services. The inconsistency nature of its business nature is likely to affect its Customer satisfaction process improvement due to the breakdown in company structure caused by industry expansion. Problem Statement The primary multinational pharmaceutical firms initially called traditional Pharma organizations are now changing their presence and operations into Bio-pharma extensively. Yet, with these expansions, there are several challenges. By exploring the industry exploiters of Biopharma development and industry growth, it is no wonder transformational changes are needed to equip operations and laboratories in Biopharma exemplarily. The revolutionary phase that pharmaceutical companies are incurring from small drug production to extensive molecule biological medicines has increased tremendously. The increase in sales doubles the industry growth rate, which forces companies to leverage their customer satisfaction process improvement. The advanced small-molecule manufacturing plant doubles its manufacturing and production facility, becoming a challenge for Ajinomoto Biopharma. The company is currently failing to realize its goals and objectives since many customers lack unrecognized revenue. There is also an increasing proportion of employee turnover, becoming a major challenge for the company. There is also an extensive range of reductions for customer initiatives such as vaccines and therapeutics. The company is also operating at manufacturing capacity limits, making the increasing number of sales in the industry and competition a major challenge. As a result, the company purposes to curb the rate of variable costs, which can be offset by an improvement in customer satisfaction processes. The biggest challenge facing Ajinomoto Biopharma is the comprehension of the constantly changing and diverse customer expectations. Most companies target particular clients by race, gender generation age, among others. While such classifications may possess common fundamental needs on a certain pharmaceutical product, they may have varying desires when purchasing or choosing a company. As a result, this is one reason why customer satisfaction process improvement is instrumental in many Pharmaceutical companies. As-Is Condition -Customer Satisfaction Process Improvement Comprehending customer satisfaction process improvement is classified as a basic principle, and it is pre-established by how the tastes and preferences of customer expectations are realized. It is linked directly to the needs and demands of customers. The capacity that such demands are fulfilled is an important determinant of customer’s disappointment or conformity from discrepancy (Antony, & Gupta, 2019). Customer satisfaction in the Pharmaceutical industry is identified primarily by the Pharmaceutical firms’ service and quality of drugs. However, customer satisfaction is not classified as a specific service or product; it encompasses various elements and characteristics. Most companies in the pharmaceutical industry possess regular interactions and contact with certain clients (Antony & Gupta, 2019). As such, assessing and monitoring customer satisfaction is an important goal of any Pharmaceutical company. Customer satisfaction is also explained as a procedure that commences with creating customer expectations and culminates with the combination of realized experience. Yet, how an individual evaluates and assesses a service is a subjective issue. Both external and internal factors impact the expectations of customers in the pharmaceutical industry. The higher their preferences, the more challenging it is for a facility to satisfy their needs. For Ajinomoto Biopharma, a customer is the rule maker since their intentions and behavior are considered in every company targeting them. In other words, they ensure a high consumer loyalty level. At the pinnacle of every customer decision, there is a want or need. The enhancement of the need intensity results in the motive of an individual’s behavior, which could be comprehended as willingness, predisposition, and tendency to behave in a certain manner (Debnath, 2019). In the pharmaceutical industry, customers do not purchase a pharmaceutical product, but the solution to their illness or the motive's satisfaction is their primary problem (Antony, & Gupta, 2019). As a result, Ajinomoto Bio-Pharma should attempt to identify customer intentions' motives, explore possible changes in their motivation, and offer services by considering their values and preferences. The customer satisfaction process improvement will guarantee enormous benefits to the company. First, there is a high chance that any satisfied customer will regularly purchase a product from a certain company. It also offers a company an opportunity to save money on attracting new clients by freely sharing their impressions and emotions on a service or product with acquaintances, friends, and families. The customer satisfaction improvement process commences with the purchase objective setting. As a requirement, this objective focuses on meeting varying customer demands. After the problem appears, it is the customer's responsibility to check the drugs' information and compare it with others to choose the most appropriate one. After product selection, the customer creates their expectations and compares with others, which leads to customer perception about a particular pharmaceutical facility or product (Van Assen, 2018). The client creates and determines the integral image of a certain product or service. Hence, the final customer evaluation process could be impacted by internal and external factors. Originally, the customer compares their expectations to the consumption result. The customer will only be satisfied if their overall expectation aligns with the outcome or exceeds them (van Assen, 2018). They may be dissatisfied if there are unfulfilled expectations about the product or service. In the contemporary era, competition in the pharmaceutical industry is high, making the customer satisfaction improvement process an important element for their success. Analysis The pharmaceutical company's level of confidence could be explained by several issues, which are the foundation of the customer’s purchase completion. They revolve around previous experience, the company image, its history, adequacy, and relevancy of advertising information (van Assen, 2018). Such issues possess a different weight in the overall evaluation, so Ajinomoto Biopharma needs to concentrate on a weighted average and correlate it with what other pharmaceutical companies offer. Enhancing trust in the pharmaceutical industry requires considerable finances and care measures. As a result, one of the areas that Ajinomoto Biopharma has failed is realizing important trust measures (van Assen, 2018). The company has failed to determine the ratio or the percentage between customer expectations and the actual consumption results. Moreover, predictability is also another challenge affecting customer satisfaction improvement strategies at Ajinomoto Biopharma. The company has failed to consider issues such as customer belief about meeting their expectations. Customer satisfaction and trust could be predecessors and complements of one another but with varying probabilities. In most instances, customer satisfaction seems a basis of trust. Any customer satisfied with what the company is providing is likely to earn their trust since they are convinced with the profitable results of their products and services (van Assen, 2018). The company has done little in earning customer trust in recent years due to its focus on expansion and inconsistent business form. Focusing on customer loyalty is another area where Ajinomoto Biopharma has failed in recent years. The established consumer, due to the generalization of emotions, feelings, and thoughts concerning a product or service explains loyalty as the preference of certain services or goods (van Assen, 2018). In Pharmaceutical industry, customer loyalty is the probability or the proportion by which the consumer is willing to accept some unsatisfying conditions temporarily due to the positive attitude they have developed towards a company's product or the company itself (Al-Omari, Alomari, & Aljawarneh, 2020). Loyalty is established through interactions and cooperation for many years with the consumption of service or with the company. However, at Ajinomoto Bio-Pharma, there is no precise explanation of what customer service entails. For many years, the company has assumed it will just offer exemplary and quality service. However, it fails to define how it looks and what it entails, and importantly, what it wants its customers to experience. In essence, the customer service segment at Ajinomoto Bio-Pharma has failed in leveraging the customer satisfaction improvement process since many of its employees are in the wrong job (Debnath, 2019). .An exemplary customer service and interaction commences with the human resources at the company. Hence, based on the customer satisfaction results in recent years, there is a big assumption that some of the employees at Ajinomoto Bio-Pharma are unsuitable for this organization. The company should commence by recruiting the right talent for the right job. It should also ensure that its current workers adopt and buy into the company's customer satisfaction improvement process and willing and ready to be part of the initiative. Ajinomoto Bio-Pharma customer loyalty program is blurry. It is the primary reason most customers at the company are dissatisfied. The company loyalty program only functions on select stores in certain locations and not on e-commerce or franchisers. Many programs at Ajinomoto Bio-Pharma are unclear how customers can redeem their loyalty points, and in some instances, its redemption process is very tiresome (Al-Omari, Alomari, & Aljawarneh, 2020). The company should have created an exemplary loyalty program by setting up a precise and easy enrolment process. It should ensure that loyalty rewards are worth the customer’s registration. Due to the growing increase of competitors in the Pharmaceutical industry, Ajinomoto Bio-Pharma is highly concerned about fraud risks. Fraudsters can sometimes target customer satisfaction process improvement program. It is important to comprehend the possible breaches to such a process. The company should ensure that customer personal information is protected securely against outside and inside manipulation (Debnath, 2019). For instance, employees at Ajinomoto Bio-Pharma should be unable to make changes to customer information but only make transactions on raising or lowering the customer value in the company. The lack of an approval procedure at the company where if one customer makes changes on any information relating to customer satisfaction and loyalty, another should approve the changes is another problem facing the customer satisfaction improvement process at Ajinomoto Biopharma. It is important for technology in any pharmaceutical firm to possess capabilities that can detect fraud protection capabilities (Debnath, 2019). Curbing leaking of customer satisfaction program relies on robust customer conduct. Hence, eliminating odd conduct in an organization is crucial since a few customers use credit cards multiple times. Ajinomoto Bio-Pharma is a product of an acquisition and merger. Hence, the inconsistent business has affected the customer satisfaction process improvement adversely. Not only in organizations or business operations, but also even in an individual’s daily operations, consistency is vital (Al-Omari, Alomari, & Aljawarneh, 2020). Consistent segments or facets for a long time are reliable; hence, customers do not have to worry. Inconsistency, with its branding procedure, has resulted in adverse implications on customer satisfaction level at Ajinomoto Biopharma. There have been instances where Ajinomoto Biopharma has used its name and logo to promote different issues that have confused some of its customers (Debnath, 2019). The company is also affected by its inconsistency in product quality, driving away some of its loyal employees. Therefore, the company should have created a training program for its employees to provide relevant information about its industrial ventures, repeat sales, and customer retention and help them create a robust customer relationship. Considering the evolution and history of Ajinomoto Bio-Pharma, Inconsistency in business operations is one of the primary issues affecting its customer process improvement model. To-Be Condition - Proposed Improvement/Solution Reaching out to consumers is one way that Ajinomoto Bio Pharma can leverage its customer satisfaction process improvement. Gathering data and researching their expectations and wants can help an organization expand its customer base and improve customer loyalty. There are several ways that Ajinomoto Bio Pharma can make advertisements about their services and products and get information to their consumers (Al-Omari, Alomari, & Aljawarneh, 2020). They can use radios, televisions, print media, emails, phones, face-to-face campaigns, and social media. The major problem, though, is how they can pass their message and information across. With mobile phones and telephones, the primary hindrance is to comprehend how to listen appropriately. The challenge of choosing chats and emails is to comprehend customers' emotions and feelings. Therefore, establishing a customer feedback service backed with a systematic methodology of collecting data from consumers can help Ajinomoto Bio Pharma leverage its consumer satisfaction improvement process and focus on a better customer experience. It is also important to create simple measures to ensure that any loyalty program in the organization provides improvements. Essentially, surveys play a crucial role in research and development. It is impossible and irritating to get back to consumers for feedback frequently. Some customers are likely to get bored and feel pestered to rate their experience and satisfaction frequently (Al-Omari, Alomari, & Aljawarneh, 2020). Yet, if they feel bothered, there will be little or no enhancement in customer satisfaction process improvement. It can take time for a company to make changes to its customer loyalty and satisfaction program. It will be crucial for Ajinomoto Biopharma to start engaging in customer satisfaction improvement models quickly to ensure that consumer sees that there is a progressive step. Ajinomoto Bio-Pharma can adopt several measures as a proxy for consumer satisfaction (Debnath, 2019). For instance, if the customer’s satisfaction level is based on quick delivery, Ajinomoto Bio-Pharma should create techniques that track the dispatched speed. Besides such obvious measures, Ajinomoto Bio-Pharma can introduce a self-policing measurement. Just as many pharmaceutical companies tend to under-invest in empowering and retaining customers, they also assume or underestimate word-of-mouth promotion on the company's reputation. Ajinomoto Bio-Pharma should focus on establishing an attentive methodology of leveraging customer satisfaction processes improvement based on rigorous metrics and consistent efforts (Debnath, 2019). Doing so will enable the company to take the required corrective measures for sustainability, eliminating dissatisfaction, and fostering improved word of mouth promotion. Ajinomoto Bio-Pharma should continue reinforcing the appropriateness of its loyalty program methodology to continuous improvement. The healthy growth and expansion of Ajinomoto Biopharma and the augmentation of its revenue rely greatly on its capacity to leverage its goods, services, and customer satisfaction greatly (Al-Omari, Alomari, & Aljawarneh, 2020). Hence, Ajinomoto Bio-Pharma must select appropriate improvements to match the customer's wishes, hopes, preferences, and likes. Listening to customer demands and feedback will help the pharmaceutical company to identify means and highest-priority enhancements in the best possible manner (Cobelli, & Chiarini, 2020). The best news is that any minor changes, however small, especially those that are rapid, organizational, and inexpensive to implement, can possess spectacular impacts on the customer satisfaction improvement process. Conclusion The major multinational pharmaceutical companies around the globe are now switching their focus to Biopharma companies. They are frequently changing their operations and presence, yet they are various challenges associated with these frequent changes. Inconsistent in business operations is one of the major contributors to customer dissatisfaction. It has a negative implication on customer loyalty. As a result, transformational changes are required to revolutionize the consistency levels of operations in Biopharma. Although this change has resulted in increased net revenues and has doubled the industry's growth rate, consumer dissatisfaction is threatening to curb this growth. A constant improvement in customer satisfaction should be at the forefront of every Company’s mission. Customer satisfaction improvement offers many benefits to the company. It can lead to a decreased rate of consumer churn and increased loyalty. In the end, the company can realize an increased level of profitability in the market. Determining the customer satisfaction improvement process is the starting point for many pharmaceutical companies to improve. The long-term success and profitability are rooted in the company’s ability to pulse on the consumer wants and needs constantly. It is also embedded in understanding what pleases customers and the dissatisfaction levels to take the necessary action in leveraging their experience. Summary Ajinomoto Bio-Pharma Services is one of the leading providers of manufacturing services and contract development in the biopharmaceutical industry. The company was a product of the acquisition of the Omni Channel in 2018. The pharmaceutical industry has seen the emergence of many pharmaceutical companies in recent years. With the advent in growth, Ajinomoto is no exception. The company has concentrated on conducting its purchasing operations in compliance with regulation and laws. It fulfils its agreements based on the consumer wants and needs. Although the company is doing exemplarily in its business operations, the most prominent challenge Ajinomoto Biopharma is incurring is how to understand and assess the constantly changing and diverse consumer segment expectations. Although classifying consumers by race, gender, and other facets may have shared fundamental demands, different consumers may have varying desires ion purchasing a product or on a particular company. As a result, this is evident that the customer satisfaction process model at Ajinomoto Biopharma is threatening the performance and success of the company shortly. The lack of trained personal and inconsistency in business model is the reason customer satisfaction process improvement has failed to function at Ajinomoto. Furthermore, there is no clear structure to the approval process in customer satisfaction. Several primary elements determine the customer satisfaction process improvement model. They include the customer experience, the company image, its history, adequacy, and relevancy of advertising information. For this reason, Ajinomoto must research customer expectations and demands to help leverage its customer satisfaction process improvement model. An exemplary customer satisfaction process improvement will ensure that Ajinomoto Biopharma reduces its costs, increase revenue, productivity and its overall profitability. References Al-Omari, Z., Alomari, K., & Aljawarneh, N. (2020). The role of empowerment in improving internal process, customer satisfaction, learning and growth. Management Science Letters, 10(4), 841-848. Antony, J., & Gupta, S. (2019). Top ten reasons for process improvement project failures. International Journal of Lean Six Sigma. Cobelli, N., & Chiarini, A. (2020). Improving customer satisfaction and loyalty through mHealth service digitalization. The TQM Journal. Debnath, R. M. (2019). Enhancing customer satisfaction using Kaizen: a case study of Imperial Tobacco Company (ITC). Journal of Advances in Management Research. Van Assen, M. F. (2018). Lean, process improvement and customer-focused performance. The moderating effect of perceived organizational context. Total Quality Management & Business Excellence, 1-19.