KR20140127435A - System and method for surveying customer satisfaction for the business activities of the pharmaceutical company sales representatives - Google Patents

System and method for surveying customer satisfaction for the business activities of the pharmaceutical company sales representatives Download PDF

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KR20140127435A
KR20140127435A KR20130045514A KR20130045514A KR20140127435A KR 20140127435 A KR20140127435 A KR 20140127435A KR 20130045514 A KR20130045514 A KR 20130045514A KR 20130045514 A KR20130045514 A KR 20130045514A KR 20140127435 A KR20140127435 A KR 20140127435A
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questionnaire
pharmaceutical company
salesperson
satisfaction index
unit
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KR20130045514A
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Korean (ko)
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김득중
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주식회사 알엑스커뮤니케이션즈
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G06Q30/0203—Market surveys; Market polls
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0278—Product appraisal

Abstract

The present invention relates to an Internet-based pharmaceutical customer satisfaction survey system and method, and more particularly, to a survey of the satisfaction level of a salesperson of a plurality of pharmaceutical companies at the same time and to provide a customer satisfaction index (CSI) The present invention relates to a customer satisfaction survey system and method for a salesperson of a pharmaceutical company who can analyze and evaluate the competitiveness of a salesperson and a competitor relative to a competitor for each pharmaceutical company.

Description

TECHNICAL FIELD [0001] The present invention relates to a customer satisfaction survey system and method for sales activities of a pharmaceutical company sales person,

More particularly, the present invention relates to an Internet-based pharmaceutical customer satisfaction survey system and method, and more particularly, to a survey of the satisfaction of salespeople of a plurality of pharmaceutical companies at the same time, and a customer satisfaction index (CSI) The present invention relates to a customer satisfaction surveys system and method for a salesperson of a pharmaceutical company capable of analyzing and evaluating competitiveness relative to a competitor for sales and marketing for each pharmaceutical company.

In general, the survey company conducted an online questionnaire survey on specific marketing and sales activities conducted by a specific pharmaceutical company to its customers, including health care professionals, including doctors who prescribe and sell drugs, and pharmacists. The data is collected and provided to pharmaceutical companies by means of surveys and the like.

The pharmaceutical company analyzes the relative competitiveness of its marketing and sales competitors based on the survey data and conducts various organizational actions to improve the quality.

Although customer satisfaction surveys are used in various industrial fields by various methods, specialized and specific research methods are required to evaluate the marketing and sales activities of pharmaceutical companies to healthcare professionals in a special structured pharmaceutical industry have.

In particular, medicines are divided into OTC (ETC), which can be taken by the physician, and general medicine (OTC), which can be purchased by the general public at the pharmacy, Generic products are classified into original products that are patented and sell exclusively as one ingredient, and original products that have the patent expired as the same ingredient.

As a result, pharmaceutical companies are changing their marketing and sales methods and methods in various ways. It is recognized that pharmaceutical companies provide rebates to healthcare professionals in exchange for their prescriptions and sales as a social problem . These rebates are becoming increasingly obsolete by regulation.

Therefore, pharmaceutical companies should propose prescription and sales to healthcare professionals through proper marketing and sales rather than rebates. In order to enhance customer satisfaction, various methods such as reorganization and professional education are implemented. And marketing and sales activities of other companies are required to be compared with other manufacturers.

In addition, most of the current customer satisfaction surveys are conducted as an absolute survey of the services provided by the company to its customers, and the satisfaction index is also managed as an absolute index of its products and services. For example, many of the satisfaction surveys conducted by banks are conducted by phone or by automated response system through the call center. It is in the form of asking the degree of satisfaction about the service provided by the bank in the form of 'very satisfied', 'satisfied', 'unsatisfied', 'very dissatisfied'. In this case, since only the data on how satisfactory the customer is for the service provided by the customer can be calculated, the relative service can not be compared with other banks and the relative satisfaction can not be utilized for positioning Disadvantages arise.

There are many reasons to conduct customer satisfaction surveys in an absolute way. (MOT: Moment of Truth) is limited, the irrationality of research on other companies and products, the security of information about companies and products, technical limitations, investigation Cost and inconvenience.

In addition, it is impossible to calculate the satisfaction index with high reliability when the survey subject is different (sample) in the process of converting the score of the survey result into the satisfaction index and the survey method is not collective.

Registration No. 10-0408536 (November 25, 2003)

Accordingly, it is an object of the present invention to simultaneously investigate the satisfaction level of salespeople 'sales activities of a plurality of pharmaceutical companies and to provide them as the Customer Satisfaction Index (CSI), thereby determining the relative competitiveness A customer satisfaction survey system and method for sales activities of a pharmaceutical company salesperson.

According to another aspect of the present invention, there is provided a customer satisfaction survey system for sales activities of a pharmaceutical company salesperson, comprising: a member registration DB storing member registration information of healthcare professionals; A panel extracting unit for extracting a healthcare professional to a questionnaire panel from a certain number of healthcare professionals in the member registration DB; A questionnaire comprising a questionnaire consisting of evaluation element items for a salesperson and a pharmaceutical company, which is composed of at least one item, is provided to the questionnaire panel, and a questionnaire is collected to collect a questionnaire including questionnaire response information in response to the questionnaire from the panel And a collector; A questionnaire analyzing unit that receives a questionnaire including questionnaire response information, analyzes the items of the evaluation element items of the salesperson and the pharmaceutical company of the questionnaire, and provides analysis information; A customer satisfaction index calculating unit for calculating and outputting a customer satisfaction index based on analysis information provided by the questionnaire analyzing unit; A questionnaire result generating unit for generating a questionnaire analysis report by the pharmaceutical company corresponding to the customer satisfaction analysis information analyzed by the questionnaire analyzing unit based on the customer satisfaction index generated by the customer satisfaction index calculating unit; And a questionnaire analysis information providing unit for providing a questionnaire analysis report corresponding to the pharmaceutical company to the administrator terminal of the manager of the pharmaceutical company when the questionnaire result information is requested by an administrator of the pharmaceutical company.

The questionnaire includes a medication prescription tendency item including a plurality of items asking weight based on the medication prescription tendency based on the salesperson and the pharmaceutical company of the panels, and the customer satisfaction index calculator calculates the medication prescription tendency item based on the items of the medication prescription tendency item The customer satisfaction index is calculated by applying the weight obtained by the customer satisfaction index.

The questionnaire includes a pharmaceutical company status item that includes a question asking a salesperson's visit to the salesperson. The questionnaire analyzer analyzes the items of the pharmaceutical company status item and provides the number of sales employee visits per pharmaceutical company And a salesperson satisfaction index calculation unit for calculating a satisfaction index per salesperson based on the calculated customer satisfaction index and the number of salesperson visits per pharmaceutical company and providing the satisfaction index to the survey result producing unit, And generates a survey analysis report reflecting the satisfaction index per salesperson.

The questionnaire is composed of a prescription tendency item for asking the weight based on the propensity to prescribe medicines based on the salesperson and pharmaceutical company of the panel, a salesperson's sales ability per pharmaceutical company as the sales attitude and service of the salesperson, And a pharmaceutical company image evaluation item for asking an image of a pharmaceutical company, wherein the questionnaire analyzing unit includes: a questionnaire analyzing unit for analyzing the image of the pharmaceutical company, Analyzing the prescription tendency items and analyzing and outputting weights according to propensity to prescribe medicines by the salesperson and the pharmaceutical company; Analyzing the sales attitude of the salesperson and the questions about the sales operation ability that suggests the detail ability of the salesperson, the academic knowledge and the prescription of the salesperson, the number of selection of each pharmaceutical company to which the salesperson belongs A sales person sales information analysis unit for each pharmaceutical company provided by analysis; And a pharmaceutical company image information analyzing unit analyzing the pharmaceutical company image evaluation item and analyzing and providing a selected number of selected pharmaceutical companies for each item of the item, wherein the customer satisfaction index calculating unit calculates the weighted value, The customer satisfaction index is calculated by the number of times the pharmaceutical company selects each item of the employee ability evaluation item and the pharmaceutical company image evaluation item.

The customer satisfaction index calculating unit calculates a customer satisfaction index according to Equation (1).

[Equation 1]

Figure pat00001

Here, the total number of panels Nt is the total number of panels participating in the survey, the number of selected panels NS is the number of panels selected by the pharmaceutical companies satisfying the Q (Question), and the average weight is the weighted questions Is the average value of the weights selected by the selection panels, and the maximum weight is the maximum score of the weight score. (CSI_F) is a common factor satisfaction index of CSI_Q, and the overall satisfaction index (CSI_T) is the overall average of CSI_F.

The satisfaction index calculation unit of the salesperson is characterized by calculating a satisfaction index per salesperson by the following expression (2).

&Quot; (2) "

Figure pat00002

Here, Nt is the total number of panels, Ns is the number of selected panels, and R MR is a correction value for correcting the difference in the number of salespeople (MR) by pharmaceutical companies.

The system comprising: a questionnaire DB storing a plurality of items for each of a plurality of items for evaluation of a pharmaceutical company salesperson's business activity; And a questionnaire generating unit for generating a questionnaire including an arbitrary number of questions for each item and providing the questionnaire to the questionnaire providing and collecting unit.

The questionnaire further includes a panel information item that includes items such as sex, age, specialty courses, occupational medical institutions, and location (area) information of the medical institution, and the questionnaire analyzer analyzes the panel information items of the questionnaire And a panel information collecting unit for analyzing the gender, age, specialized subjects, medical institutions, and regions of the medical institution and providing panel information analysis information to the questionnaire result generating unit.

In order to achieve the above object, the customer satisfaction survey method for the sales activity of the pharmaceutical company salesperson according to the present invention is as follows: the panel extracting unit extracts a certain number of healthcare professionals from the member registration DB to the questionnaire panel Panel extraction process; The questionnaire providing and collecting section is provided with a questionnaire consisting of evaluation element items for a salesperson and a pharmaceutical company which are composed of at least one item and is provided to the questionnaire panel and a questionnaire including questionnaire response information A questionnaire providing and collecting process; A questionnaire analysis process in which a questionnaire analyzing unit receives a questionnaire including the questionnaire response information and analyzes the items of the evaluation element items of the salesperson and the pharmaceutical company of the questionnaire to provide analysis information; A customer satisfaction index calculating step of calculating a customer satisfaction index based on analysis information provided by the questionnaire analyzing unit and outputting the customer satisfaction index; A questionnaire result generating step of generating a questionnaire analysis report by a pharmaceutical company corresponding to the customer satisfaction analysis information analyzed by the questionnaire analyzing unit based on the customer satisfaction index generated by the customer satisfaction index calculating unit; And a questionnaire analysis information providing unit for providing a questionnaire analysis report corresponding to the pharmaceutical company when requesting survey result information by an administrator of a pharmaceutical company to an administrator terminal of the manager of the pharmaceutical company .

Wherein the questionnaire includes a medication prescription tendency item that includes a plurality of items asking weight based on a medication prescription tendency based on a salesperson and a pharmaceutical company of the panels, and the customer satisfaction index calculation unit calculates the customer satisfaction index And the customer satisfaction index is calculated by applying the weight obtained by the items of the item of the medicine prescription tendency.

The questionnaire includes a pharmaceutical company status item that includes a question asking a salesperson's visit to the salesperson. In the questionnaire analysis process, the questionnaire analyzer analyzes the items of the pharmaceutical company status item, And a satisfaction index calculation unit for the salesperson calculates a satisfaction index per salesperson based on the calculated customer satisfaction index and the number of salesperson visits by the pharmaceutical company, Wherein the survey result generation unit generates a survey analysis report reflecting the satisfaction index per salesperson in the course of generating the survey result.

The questionnaire is composed of a prescription tendency item for asking the weight based on the propensity to prescribe medicines based on the salesperson and pharmaceutical company of the panel, a salesperson's sales ability per pharmaceutical company as the sales attitude and service of the salesperson, And a pharmaceutical company image evaluation item for asking an image of a pharmaceutical company, and the questionnaire analysis process includes a questionnaire analysis process item Analyzing the prescription tendency items, and analyzing and outputting weights according to propensity to prescribe medicines by the salesperson and the pharmaceutical company; Analyzing the sales attitude of the salesperson and the questions about the sales operation ability that suggests the detail ability of the salesperson, the academic knowledge and the prescription of the salesperson, the number of selection of each pharmaceutical company to which the salesperson belongs Analyzing and providing sales personnel sales information analysis step for each pharmaceutical company; And analyzing the pharmaceutical company image evaluation item and analyzing and providing a selected number of selection of each pharmaceutical company for each item of the item, wherein the customer satisfaction index calculating step in the step of calculating the customer satisfaction index The customer satisfaction index is calculated by the weights, the sales employee ability evaluation item for each pharmaceutical company, and the number of selection by pharmaceutical companies for each item of the pharmaceutical company image evaluation item.

The customer satisfaction index calculating unit calculates a customer satisfaction index according to Equation (1).

[Equation 1]

Figure pat00003

Here, the total number of panels Nt is the total number of panels participating in the survey, the number of selected panels NS is the number of panels selected by the pharmaceutical companies satisfying the Q (Question), and the average weight is the weighted questions Is the average value of the weights selected by the selection panels, and the maximum weight is the maximum score of the weight score. (CSI_F) is a common factor satisfaction index of CSI_Q, and the overall satisfaction index (CSI_T) is the overall average of CSI_F.

The satisfaction index calculation unit of the salesperson is characterized by calculating a satisfaction index per salesperson by the following expression (2).

&Quot; (2) "

Figure pat00004

Here, Nt is the total number of panels, Ns is the number of selected panels, and R MR is a correction value for correcting the difference in the number of salespeople (MR) by pharmaceutical companies.

The present invention has the effect of analyzing and evaluating the relative competitiveness with other pharmaceutical companies since the satisfaction of salesperson's sales activity of a plurality of pharmaceutical companies is simultaneously examined and the satisfaction index is displayed.

Further, the present invention has the effect of calculating a satisfaction index having high reliability since it is possible to match objects to be surveyed (samples), to apply weights to the tendencies of the samples, and to group survey methods.

In addition, since the present invention can relatively compare and evaluate the customer's satisfaction with the same kind of products and services of a competitor, the present invention provides a customized service that takes into account the advantages of the company and the competitors' .

In addition, the present invention has an effect that a pharmaceutical company can evaluate the sales activity of a salesperson by individual by calculating a satisfaction index per salesperson.

1 is a diagram illustrating a configuration of a communication system to which a customer satisfaction survey system for sales activities of a pharmaceutical company salesperson according to the present invention is applied.
FIG. 2 is a diagram showing a configuration of a customer satisfaction survey system for sales activities of a pharmaceutical company salesperson according to the present invention.
FIG. 3 is a diagram illustrating a configuration of a questionnaire analysis unit of a customer satisfaction survey system according to the present invention.
FIG. 4 is a flowchart illustrating a method for investigating customer satisfaction with sales activities of a pharmaceutical company salesperson according to the present invention.
FIG. 5 is a diagram illustrating a method of analyzing questionnaires of a customer satisfaction survey method for a sales activity of a pharmaceutical company salesperson according to the present invention.
FIG. 6 is a graph illustrating a customer satisfaction level of a salesperson of a pharmaceutical company according to the present invention.
FIG. 7 is a graph showing a customer satisfaction level of a salesperson of a pharmaceutical company according to the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Reference will now be made in detail to the embodiments of the present invention, examples of which are illustrated in the accompanying drawings, wherein like reference numerals refer to the like elements throughout.

1 is a diagram illustrating a configuration of a communication system to which a customer satisfaction survey system for sales activities of a pharmaceutical company salesperson according to the present invention is applied.

1, the customer satisfaction survey system 100 of the present invention includes a computer terminal 11 and a mobile communication terminal 12 of a plurality of panel terminal units 10 extracted through a wire / wireless data communication network 30, And is wirelessly connected to the pharmaceutical company manager terminal unit 20 by wire or wireless.

The wired / wireless data communication network 30 may be a wired / wireless Internet network, a 3G network, and an LTE network.

The computer terminal 11 and the mobile communication terminal 12 of the panel terminal unit 10 may be terminals capable of accessing the wire / wireless data communication network 30. The computer terminal 11 may be a personal computer (PC) , A notebook computer, a tablet PC, and the like, and the mobile communication terminal 12 may be a smart phone, a smart pad, or the like.

The panel terminal unit 10 receives a questionnaire from the customer satisfaction survey system 100, and when the panel forms the questionnaire, the panel terminal unit 10 provides the questionnaire including the prepared questionnaire response information to the customer satisfaction survey system. The questionnaire may be provided in the form of a web page and a mobile page or may be provided in the form of a dedicated pharmaceutical company salesperson sales activity customer satisfaction survey application program (also referred to as an "application" or "application"), And may be provided in the form of an e-mail.

The pharmaceutical company manager terminal unit 20 may also be a computer terminal 21 and a mobile communication terminal 22. [

The pharmaceutical company manager terminal unit 20 requests the investigation of the customer's warmth for the sales activity of the salesperson and receives and displays the questionnaire analysis report including the comparison / analysis result according to the pharmaceutical company satisfaction index according to the request .

The customer satisfaction survey system (100) of the present invention is a system for surveying the satisfaction level of the salespeople of the pharmaceutical companies who requested the customer satisfaction survey for the sales activities of the salesperson, To the panel terminal unit 10 to generate a questionnaire analysis report analyzing and evaluating competitiveness relative to a competitor for sales and marketing for each pharmaceutical company, and transmits the questionnaire analysis report to the pharmaceutical company manager terminal unit 20 to provide.

FIG. 2 is a diagram showing a configuration of a customer satisfaction survey system for sales activities of a pharmaceutical company salesperson according to the present invention.

2, a customer satisfaction survey system 100 according to the present invention includes a member registration unit 110, a database 120, a panel extracting unit 130, a questionnaire generating unit 140, a questionnaire providing and collecting unit 150 A customer satisfaction index calculating unit 170, a salespeople satisfaction index calculating unit 180, a survey result generating unit 190, and a survey analysis information providing unit 200. [

The member registering unit 110 receives registration information for a pharmaceutical company and a healthcare professional, stores the registration information in the member information DB 121, and registers the member information. The member registration unit 110 includes a pharmaceutical company member registration unit 111 for registering registration information for a pharmaceutical company and registering as a member, and a healthcare professional member registration unit 112 for registering registration information for healthcare professionals, . The member information may include login information such as an ID and a password of a pharmaceutical company and a healthcare professional, pharmaceutical company information, or details of a healthcare professional (internal medicine, surgery, family medicine, pharmacist, etc.).

The database 120 includes a member information DB 121 for storing the member information, a questionnaire DB 122 storing questions or items for items to be included in the questionnaire, and a questionnaire analysis report analyzing the questionnaire response information in response to the questionnaire And a questionnaire analysis information DB 123 for storing the questionnaire analysis information.

The questionnaire stored in the questionnaire DB 122 includes a panel basic information item, an evaluation item of prescription drug propensity (weight), an evaluation item of a pharmaceutical company, a salesperson's ability evaluation item, a pharmaceutical company image evaluation item, and a satisfaction item.

Specifically, the panel basic information item includes items such as sex, age range, working medical institution, medical institution location, average patient number, and the like of the panel.

The prescription bias item of the prescription drug prescription includes sub items that ask the weight of the four customer satisfaction factors (CSF) that influenced the doctor's prescription. For example, the items of the prescription tendency evaluation items of the above-mentioned prescription drugs are shown in Table 1 in the form of the attitude and service of the salesperson (Table 1), the product detail ability and the academic knowledge of the salesperson, And the overall image of pharmaceutical companies (organizational management, product quality, R & D, etc.).

weight One 1.5 2 2.5 3 3.5 4 4.5 5 Has a little impact Impact Moderate Yes Has a lot of influence

The reason why the weight is applied is that the sample (panel) is not fixed, and since the sample (panel) can be changed at each survey, it affects the survey result according to the tendency of the panel, so the tendency of the panel is reflected as the weight This is because even if the sample (panel) is changed, comparison can be made relatively.

The evaluation items of the pharmaceutical companies are used to calculate the satisfaction index per salesperson, including questions about pharmaceutical companies used by healthcare professionals.

The salesperson performance evaluation item again includes the salesperson's attitude and service item, the detail capability of the salesperson, the academic knowledge item, and the salesperson ability to propose the prescription of the salesperson. Each item consists of 5 items .

The image evaluation items of pharmaceutical companies consist of questions about the size and stability of pharmaceutical companies, and the research and development image of pharmaceutical field.

If the number of panels (total number of panels) is input by the questionnaire manager, the panel extracting unit 130 extracts the number of the healthcare professionals corresponding to the number of the input healthcare professionals among the healthcare professionals registered in the member information DB 121, Extracts panels to be surveyed, and provides the extracted panel information to the questionnaire providing and collecting unit 150. At this time, the panel extracting unit 130 may randomly extract the panel, or may be configured to extract only the panel satisfying the conditions set by the questionnaire manager (e.g., male, 30, doctor, internal medicine, etc.) will be. The panel information, that is, the healthcare professional information, should include at least one of e-mail, the telephone number of the mobile communication terminal 12, an IP address, and a MAC address to provide a questionnaire.

The questionnaire generation unit 140 loads the questionnaire stored in the questionnaire DB 122 or provides a plurality of questions of the items to the questionnaire manager and generates a questionnaire including questions selected by the questionnaire manager, And the collecting unit 150. [

The questionnaire providing and collecting unit 150 receives the panel information from the panel extracting unit 130 and receives the questionnaire from the questionnaire generating unit 130 and sends the questionnaire to the panels of the panel information inputted from the panel extracting unit 130. [ Lt; / RTI > The questionnaire may be provided in the form of a web page and a mobile page, may be provided in an e-mail form, or may be provided by a dedicated app.

The questionnaire providing and collecting unit 150 collects questionnaires including questionnaire response information for each panel when the panel responds to the questionnaires, and provides the collected questionnaires to the questionnaire analyzer 160.

The questionnaire analyzing unit 160 analyzes the questionnaire including the questionnaire response information, obtains the weight based on the prescription tendency of the panel and the healthcare professional, and obtains the panel information, the panel prescription tendency, the sales information of the salesperson by the pharmaceutical company, And provides the survey result to the survey result generating unit 190. The obtained weight, the total number of panels, the four CSF items (sales employee attitude and service evaluation items, The number of selected panels for each pharmaceutical company for each of the items of the product detail capability, the academic knowledge evaluation item, the sales ability evaluation item suggesting the salesperson's prescription, and the pharmaceutical company image evaluation item) to the customer satisfaction index calculator 170 and the sales To the per-employee satisfaction index calculating section 180.

The customer satisfaction index calculation unit 170 receives from the questionnaire analysis unit 160 the number of appellation panels, the weights, and the number of selected pharmaceutical companies for each of the four items of customer satisfaction factors (CSF) The satisfaction index (CSI_Q), the satisfaction index (CSI_F), and the total satisfaction index (CSI_T) are calculated and outputted according to Equation (1).

Figure pat00005

Here, the total number of panels Nt is the total number of panels participating in the survey, the number of selected panels NS is the number of panels selected by the pharmaceutical companies satisfying the Q (Question), and the average weight is the weighted questions Is the average value of the weights selected by the selection panels, and the maximum weight is the maximum score of the weight score. (CSI_F) is a common factor satisfaction index of CSI_Q, and the overall satisfaction index (CSI_T) is the overall average of CSI_F.

The satisfaction index calculating unit 180 receives the total number of panels Nt analyzed by the questionnaire analyzing unit 160 for the pharmaceutical company status item and the number of sales visits by the pharmaceutical company, And calculates a satisfaction rate per salesperson by the following equation (2). By calculating the satisfaction index per salesperson, it is possible to perform more objective evaluation by applying a correction value according to the size of a large pharmaceutical company having many salespeople and a small pharmaceutical company having few salespeople.

Figure pat00006

Here, Nt is the total number of panels, Ns is the number of selected panels, and R MR is a correction value for correcting the difference in the number of salespeople (MR) by pharmaceutical companies.

For example, if the number of appetizer panels (Nt) is 300, there are 270 sales persons (90%) among 300 people who have experience in trading with more salespeople and more hospitals. (50%) in terms of the number of salespeople and the number of hospitals in transit, the company's satisfaction index will surely be high. However, the Satisfaction Index per salesperson can be changed by calculating the Satisfaction Index based on salespeople.

In other words, when YUI satisfaction index is 70 and YUJIN satisfaction index is 40, YUI satisfaction score is 77.8 and YUJIN drug is 80. In other words, the satisfaction index per salesperson calculates the satisfaction index based on the salesperson, so it can perform objective evaluation under the same conditions.

The survey result generating unit 190 inputs the satisfaction index for each item, the satisfaction index for each factor, the total satisfaction index, and the satisfaction index per salesperson from the customer satisfaction index calculating unit 170 and the salesperson satisfaction index calculating unit 180 Receives the questionnaire analysis information from the questionnaire analyzer 160, generates a questionnaire analysis report, and stores the questionnaire analysis report in the questionnaire analysis information DB 123. The questionnaire analysis report should preferably be generated for each pharmaceutical company.

The questionnaire analysis information providing unit 200 provides a questionnaire analysis report corresponding to the pharmaceutical company to the administrator terminal unit 20 when the pharmaceutical company manager makes a request through the pharmaceutical company manager terminal unit 20.

FIG. 3 is a diagram illustrating a configuration of a questionnaire analysis unit of a customer satisfaction survey system according to the present invention.

3, the questionnaire analyzing unit 160 includes a panel information analyzing unit 161, a prescription propensity analyzing unit 162, a pharmaceutical company trend analyzing unit 163, a salesperson sales information analyzing unit 164 for each pharmaceutical company, A pharmaceutical company image information analyzing unit 165, and a satisfaction analyzing unit 166.

The panel information analyzing unit 161 analyzes the panel basic information items of the questionnaire and generates statistical information on the sex, age, specialized subjects and medical institutions of the healthcare professionals selected by the panel, and provides the generated statistical information to the questionnaire result generating unit 190 .

The prescription propensity analyzer 162 measures four customer satisfaction factors (CSF), namely, the attitude and service of the salesperson, the product detail ability and the academic knowledge of the salesperson, the sales operation ability suggesting the prescription of the salesperson, (Weight) of the overall image such as quality, management, product quality, research and development, etc., and analyzes the average weight, total average weight, and maximum and minimum weight information for each element, To the per-employee satisfaction index calculating section 180. The analyzed information will be provided to the survey result generating unit 190.

The pharmaceutical company trend analyzing unit 163 analyzes the status of the pharmaceutical companies to which the salesperson visiting the panel belongs and provides the analyzed results to the questionnaire result generating unit 190. The analysis result of the number of sales employee visits per pharmaceutical company is analyzed, And provides it to the calculation unit 180.

The salesperson sales information analysis unit 164 for each pharmaceutical company compares the sales attitude and service of the salesperson among the four customer satisfaction factors, the product detail capability of the salesperson, the academic knowledge, Analyzes the items of the questionnaire and provides them to the questionnaire result generating unit 190 and provides the number of selected panels and the average weight for each item of each item to the customer satisfaction index calculating unit 170. [

The pharmaceutical company image information analyzing unit 165 analyzes the items of the pharmaceutical company image element among the four customer satisfaction factors and provides the analysis result to the questionnaire result generating unit 190, And an average weight are provided to the customer satisfaction index calculation unit 10. [

The satisfaction analyzing unit 166 analyzes the items of the satisfaction evaluation item of the questionnaire and provides the analysis information to the questionnaire progression generating unit 190. In this case, the satisfaction analyzing unit 166 may be configured to analyze the customer satisfaction by recognizing a key word or a sentence with a character recognition function.

FIG. 4 is a flowchart showing a customer satisfaction survey method for a salesperson of a pharmaceutical company according to the present invention, and FIGS. 6 and 7 are graphs showing customer satisfaction for a salesperson's salesperson according to the present invention FIG. This will be described below with reference to Fig. 2 and Figs. 6 to 7. Fig.

When the number of panels to be surveyed (hereinafter, referred to as "total number of panels") is input from the questionnaire manager, the panel extracting unit 130 randomly selects the panels corresponding to the number of input healthcare professionals Extracts the extracted panel information according to the selection condition set by the administrator, and provides the extracted panel information to the questionnaire providing and collecting unit 150 (S411).

When the panel extraction is completed, the questionnaire generating unit 140 loads one questionnaire from at least one questionnaire registered in the questionnaire DB 122 or a questionnaire from a plurality of items registered for each item in the questionnaire DB 122 And generates questionnaires and provides them to the questionnaire providing and collecting unit 150 (S413).

When the panel is extracted and the questionnaire is loaded, the questionnaire providing and collecting unit 150 provides a questionnaire to the panel based on the panel information input from the panel extracting unit 130, and includes questionnaire response information about the provided questionnaire The questionnaire is collected (S415). The provision and collection of the questionnaire may be in the form of a web page and a mobile page as described above, may be performed by a dedicated application, may be performed by e-mail, or may be performed by e-mail and short message service (SMS) Page and mobile page, and web page and mobile page form.

When the questionnaire is completed, the questionnaire analyzing unit 160 analyzes each item of the questionnaire and provides the analysis information to the questionnaire result generating unit 190. The weight information and the weight information of the four items of the customer satisfaction factor (CSF) To the customer satisfaction index calculation unit 170, analyzes the number of sales employee visits per pharmaceutical company by analyzing the pharmaceutical company status item, and provides the analyzed results to the satisfaction rate calculation unit 180 (S417).

When the questionnaire analysis is completed, the satisfaction calculator 170 calculates the satisfaction index (CSI_Q), the satisfaction index (CSI_F), and the total satisfaction index (CSI_T) for each item based on the information input from the questionnaire analyzer 160 And provides it to the survey result generating unit 190 (S419).

When the customer satisfaction index is calculated, the satisfaction index calculating unit 180 receives the item satisfaction index (CSI_Q) from the customer satisfaction index calculating unit 170 and obtains the total panel number input from the questionnaire analyzing unit 160 (MR) visits to each pharmaceutical company, calculates the satisfaction index per salesperson, and provides the calculated satisfaction index to the survey result generator 190 (S421).

When the questionnaire analysis is completed and the customer satisfaction index and the satisfaction score per salesperson are calculated, the questionnaire result generating unit 190 generates a questionnaire analysis report for each pharmaceutical company and stores it in the questionnaire analysis information DB 123 (S423).

After the generation of the questionnaire analysis report, the questionnaire analysis information providing unit 200 loads the questionnaire analysis report about the pharmaceutical company from the questionnaire analysis information DB 123 when the questionnaire result information request is made from the pharmaceutical company manager, To the administrator terminal unit 20 (S427).

As shown in FIGS. 6 and 7, the questionnaire analysis report shows the CSI of each manufacturer in a graphical form, so that it is possible to relatively compare and evaluate the satisfaction level of the customer, and to easily understand the advantages of the company and the status of the competitor. The CSI graph is a graph of total satisfaction survey by pharmaceutical company based on CSI_T as shown in (a), a graph of total satisfaction survey by region and pharmaceutical company as shown in (b), a graph of satisfaction survey by element and pharmaceutical company based on CSI_F (GAP) analysis graph for each branch and pharmaceutical company as shown in (D), and a radar graph based on the index like (E).

FIG. 5 is a diagram illustrating a method of analyzing questionnaires of a customer satisfaction survey method for a sales activity of a pharmaceutical company salesperson according to the present invention. A method of analyzing a questionnaire according to the present invention will be described with reference to FIG.

First, the panel information collecting unit 161 of the questionnaire analyzing unit 160 collects the panel information of the panel information items of the collected questionnaires, analyzes the panel information, and statistically classifies the expert field, age, sex, and location of the panel Panel analysis information to the survey result generating unit 190 (S510).

The prescription propensity analyzer 162 analyzes the items of the prescription propensity items of the prescription drug by the four customer satisfaction factors (CSF) of the questionnaire and generates information on prescription tendency (weight) analysis of medicines by each of the four customer satisfaction factors To the survey result generating unit 190, calculates an average weight for each item, and provides the average weight to the customer satisfaction index calculating unit 170 (S520).

The pharmaceutical company trend analyzing unit 163 analyzes the pharmaceutical company trend analysis items of the panel-by-panel questionnaire, analyzes the selection frequency of each pharmaceutical company, and provides the analysis result to the questionnaire result generating unit 190.

The salesperson sales information analysis unit 164 for each pharmaceutical company collects and analyzes the salesperson sales information for each pharmaceutical company, and analyzes the salesperson attitude and service item of the questionnaire, the salesperson product detail ability item and learning ability, (S541, S542, and S543) to the survey result generating unit 190, and provides the number of times selected by the pharmaceutical company to the customer satisfaction index calculating unit 170 for each item of the items (S540).

The pharmaceutical company image information analyzing unit 165 analyzes the items of the pharmaceutical company image items of the questionnaire and provides the analyzed results to the questionnaire result generating unit 190. The satisfaction degree calculating unit 170 (S550).

The satisfaction analyzing unit 166 analyzes the items of the satisfaction analysis item of the questionnaire and provides the analysis information to the questionnaire result generating unit 190. The satisfaction analysis section 166 may perform a customer satisfaction analysis through character recognition and provide the analysis information to the questionnaire result generating section 190. Alternatively, And may provide the described satisfaction information to the questionnaire result generating unit 190 as text data or image data.

While the present invention has been described with reference to exemplary embodiments, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, but, on the contrary, is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims. It will be easily understood. It is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, it is intended to cover various modifications within the scope of the appended claims.

10: Panel terminal unit 11: Panel computer terminal
12: Panel mobile communication terminal 20: Pharmaceutical company administrator terminal
100: Customer satisfaction survey system 110: Member registration
111: Pharmaceutical Company Registration Section 112: Healthcare Professionals Member Register
120: Database (DB)
121: Member information DB 122: Questionnaire DB
123: questionnaire analysis information DB 130: panel extracting unit
140: Questionnaire generation unit 150: Questionnaire provision and collection unit
160: Questionnaire analyzing unit 161: Panel information collecting unit
162: Prescription Disposition Analysis Unit 163: Pharmaceutical Company Trend Analysis Unit
164: salesperson sales information analysis unit for each pharmaceutical company
165: pharmaceutical company image information analysis unit 166: satisfaction analysis unit
170: Satisfaction Calculation Unit 180: Sales Employee Satisfaction Index Calculation Unit
190: Questionnaire result generating unit 200: Questionnaire analysis information providing unit

Claims (14)

A member registration DB storing member registration information of healthcare professionals;
A panel extracting unit for extracting a healthcare professional to a questionnaire panel from a certain number of healthcare professionals in the member registration DB;
A questionnaire comprising a questionnaire consisting of evaluation element items for a salesperson and a pharmaceutical company, which is composed of at least one item, is provided to the questionnaire panel, and a questionnaire is collected to collect a questionnaire including questionnaire response information in response to the questionnaire from the panel And a collector;
A questionnaire analyzing unit that receives a questionnaire including questionnaire response information, analyzes the items of the evaluation element items of the salesperson and the pharmaceutical company of the questionnaire, and provides analysis information;
A customer satisfaction index calculating unit for calculating and outputting a customer satisfaction index based on analysis information provided by the questionnaire analyzing unit;
A questionnaire result generating unit for generating a questionnaire analysis report by the pharmaceutical company corresponding to the customer satisfaction analysis information analyzed by the questionnaire analyzing unit based on the customer satisfaction index generated by the customer satisfaction index calculating unit; And
And a questionnaire analysis information providing unit for providing a questionnaire analysis report corresponding to the pharmaceutical company to an administrator terminal of the manager of the pharmaceutical company when a questionnaire result information request is made by an administrator of a pharmaceutical company. Customer satisfaction survey system for sales activities.
The method according to claim 1,
The questionnaire includes a medication prescription tendency item that includes a plurality of items asking weight based on medication prescription tendency based on the salesperson and pharmaceutical company of the panels,
The customer satisfaction index calculating unit may calculate,
Wherein the customer satisfaction index is calculated by applying a weight obtained by the items of the drug prescription tendency item to the customer satisfaction index.
The method according to claim 1,
The questionnaire includes a pharmaceutical company status item including a question asking a salesperson's visit,
The questionnaire analysis unit analyzes the items of the pharmaceutical company status item to provide the number of sales employee visits per pharmaceutical company,
A salesperson satisfaction index calculating unit for calculating a satisfaction index per salesperson based on the calculated customer satisfaction index and the number of salesperson visits per pharmaceutical company and providing the satisfaction index to the survey result producing unit,
The survey result generating unit
And generating a survey analysis report reflecting the satisfaction index per salesperson.
The method according to claim 1,
The questionnaire is composed of a prescription tendency item for asking the weight based on the propensity to prescribe medicines based on the salesperson and pharmaceutical company of the panel, a salesperson's sales ability per pharmaceutical company as the sales attitude and service of the salesperson, And an evaluation item of a pharmaceutical company image for asking an image of a pharmaceutical company, which includes a plurality of items each of which is a question about a sales operation ability suggesting prescription of a salesperson,
The questionnaire analyzing unit,
Analyzing the prescription tendency items and analyzing and outputting weights according to propensity to prescribe medicines by the salesperson and the pharmaceutical company;
Analyzing the sales attitude of the salesperson and the questions about the sales operation ability that suggests the detail ability of the salesperson, the academic knowledge and the prescription of the salesperson, the number of selection of each pharmaceutical company to which the salesperson belongs A sales person sales information analysis unit for each pharmaceutical company provided by analysis; And
And a pharmaceutical company image information analyzing unit analyzing the pharmaceutical company image evaluation item and analyzing and providing the selected number of selected pharmaceutical companies for each item of the item,
The customer satisfaction index calculating unit may calculate,
The customer satisfaction index is calculated based on the weights, the sales employee ability evaluation item for each pharmaceutical company, and the number of selection by each pharmaceutical company for each item of the pharmaceutical company image evaluation item. system.
The method according to claim 1 or 3,
The customer satisfaction index calculating unit may calculate,
Wherein the customer satisfaction index is calculated by the following equation (1).
[Equation 1]
Figure pat00007

Here, the total number of panels Nt is the total number of panels participating in the survey, the number of selected panels NS is the number of panels selected by the pharmaceutical companies satisfying the Q (Question), and the average weight is the weighted questions Is the average value of the weights selected by the selection panels, and the maximum weight is the maximum score of the weight score. (CSI_F) is a common factor satisfaction index of CSI_Q, and the overall satisfaction index (CSI_T) is the overall average of CSI_F.
6. The method of claim 5,
The satisfaction index calculation unit,
Wherein the satisfaction index per salesperson is calculated by the following equation (2).
&Quot; (2) "
Figure pat00008

Here, Nt is the total number of panels, Ns is the number of selected panels, and R MR is a correction value for correcting the difference in the number of salespeople (MR) by pharmaceutical companies.
The method according to claim 1,
A questionnaire DB containing a number of items for each of a plurality of items for evaluation of a salesperson's sales activity; And
And a questionnaire generation unit for generating a questionnaire including an arbitrary number of questions for each of the items and providing the questionnaire to the questionnaire providing and collecting unit.
5. The method of claim 4,
The questionnaire further includes a panel information item including questions regarding sex, age, specialized subjects, occupational medical institutions, and location (area) information of the medical institution,
The questionnaire analyzing unit,
And a panel information collecting unit for analyzing the panel information items of the questionnaire and analyzing the gender, age, specialty courses, medical institutions and areas of the medical institution of the panels, and providing panel information analysis information to the questionnaire result generating unit. Customer Satisfaction Survey System for Sales Activities of Pharmaceutical Company Salesperson.
A panel extracting process in which a panel extracting healthcare professional extracts a certain number of health care professionals from the member registration database to a questionnaire panel;
The questionnaire providing and collecting section is provided with a questionnaire consisting of evaluation element items for a salesperson and a pharmaceutical company which are composed of at least one item and is provided to the questionnaire panel and a questionnaire including questionnaire response information A questionnaire providing and collecting process;
A questionnaire analysis process in which a questionnaire analyzing unit receives a questionnaire including the questionnaire response information and analyzes the items of the evaluation element items of the salesperson and the pharmaceutical company of the questionnaire to provide analysis information;
A customer satisfaction index calculating step of calculating a customer satisfaction index based on analysis information provided by the questionnaire analyzing unit and outputting the customer satisfaction index;
A questionnaire result generating step of generating a questionnaire analysis report by a pharmaceutical company corresponding to the customer satisfaction analysis information analyzed by the questionnaire analyzing unit based on the customer satisfaction index generated by the customer satisfaction index calculating unit; And
And the questionnaire analysis information providing unit provides the questionnaire analysis report corresponding to the pharmaceutical company to the administrator terminal of the manager of the pharmaceutical company when the survey result information is requested by the administrator of the pharmaceutical company. A survey of customer satisfaction with sales activities of pharmaceutical companies.
10. The method of claim 9,
The questionnaire includes a medication prescription tendency item that includes a plurality of items asking weight based on medication prescription tendency based on the salesperson and pharmaceutical company of the panels,
Wherein the customer satisfaction index calculation unit calculates the customer satisfaction index by applying a weight obtained by the items of the drug prescription tendency item in the calculation of the customer satisfaction index, Satisfaction survey method.
10. The method of claim 9,
The questionnaire includes a pharmaceutical company status item including a question asking a salesperson's visit,
In the questionnaire analysis process, the questionnaire analyzing unit analyzes the items of the pharmaceutical company status item to provide a number of sales employee visits per pharmaceutical company,
Calculating a satisfaction index per salesperson based on the calculated customer satisfaction index and the number of salesperson visits per pharmaceutical company, and providing the satisfaction index to the survey result producing unit, ,
In the questionnaire result generation process,
And generating a survey analysis report reflecting the satisfaction index per salesperson.
10. The method of claim 9,
The questionnaire is composed of a prescription tendency item for asking the weight based on the propensity to prescribe medicines based on the salesperson and pharmaceutical company of the panel, a salesperson's sales ability per pharmaceutical company as the sales attitude and service of the salesperson, And an evaluation item of a pharmaceutical company image for asking an image of a pharmaceutical company, which includes a plurality of items each of which is a question about a sales operation ability suggesting prescription of a salesperson,
In the questionnaire analysis process,
Analyzing the prescription tendency items and analyzing and outputting weights according to propensity to prescribe medicines by the sales person and the pharmaceutical company;
Analyzing the sales attitude of the salesperson and the questions about the sales operation ability that suggests the detail ability of the salesperson, the academic knowledge and the prescription of the salesperson, the number of selection of each pharmaceutical company to which the salesperson belongs Analyzing and providing sales personnel sales information analysis step for each pharmaceutical company; And
Analyzing the pharmaceutical company image evaluation item and analyzing and providing a selected number of selected pharmaceutical companies for each item of the item,
The customer satisfaction index calculation unit may calculate the customer satisfaction index,
The customer satisfaction index is calculated based on the weights, the sales employee ability evaluation item for each pharmaceutical company, and the number of selection by each pharmaceutical company for each item of the pharmaceutical company image evaluation item. Way.
The method according to claim 9 or 12,
The customer satisfaction index calculating unit may calculate,
And calculating a customer satisfaction index by the following equation (1).
[Equation 1]
Figure pat00009

Here, the total number of panels Nt is the total number of panels participating in the survey, the number of selected panels NS is the number of panels selected by the pharmaceutical companies satisfying the Q (Question), and the average weight is the weighted questions Is the average value of the weights selected by the selection panels, and the maximum weight is the maximum score of the weight score. (CSI_F) is a common factor satisfaction index of CSI_Q, and the overall satisfaction index (CSI_T) is the overall average of CSI_F.
14. The method of claim 13,
The satisfaction index calculation unit,
And calculating a satisfaction index per salesperson according to the following equation (2).
&Quot; (2) "
Figure pat00010

Here, Nt is the total number of panels, Ns is the number of selected panels, and R MR is a correction value for correcting the difference in the number of salespeople (MR) by pharmaceutical companies.
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Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20210089433A (en) 2020-01-08 2021-07-16 이윤호 Sales activities management system and method thereof
KR102507083B1 (en) * 2022-08-23 2023-03-07 주식회사 휴네트 Pharmaceutical vendors sharing service providing device, method and program

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR20210089433A (en) 2020-01-08 2021-07-16 이윤호 Sales activities management system and method thereof
KR102507083B1 (en) * 2022-08-23 2023-03-07 주식회사 휴네트 Pharmaceutical vendors sharing service providing device, method and program

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