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Purch-lympics Entry #5 - Round #5
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Anthony Napoli
Chapter President, South Carolina, USA |
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"Several years back there was a several month period where I was contacted by various Operating Room supervisors about instances in their interaction with supplier representatives. These ranged from minor incidences to major confrontations. These confrontations often involved more than one staff member and the supervisor or the supervisor witnessed the event and came to try and resolve the issue. One thing that I knew from the start was that all of these occurrences were first time events for each of the sales representatives identified in the complaints. As part of my research into these occurrences, I was searching for the root cause since the supervisors were from different specialties (i.e. ortho, cardio, etc.). I interviewed every staff member and the supervisor involved, as well as each sales representative to get a complete timeline of events leading up to the occurrence and their individual perspectives. What I found out was that each sales representative's company had either expanded their area of responsibility, transferred them to another specialty, or a merger occurred and they pick-up additional products. The result of these changes was they were now dealing with either a new supervisor or an additional supervisor. What I found was that the procedures and expectations of each supervisor differed due to length of employment, previous experience, etc. As a result, I brought all of the Operating Room management together and formed a process improvement team. After several meetings the result led us to standardized and document procedures between the various specialties, standardize expectations for the sales representatives to follow, we created a handbook, members of the team were selected and a live training session was held for the current sales representatives, and the live session was video taped and future sales representatives were required to view the tape and pass an exam prior to being authorized entry to the operating room area. What was accomplished was standardization in the procedures and expectation with all Operating Room management and the sales representatives were now fully aware of the procedures and expectation prior to entering the operating room area."
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