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Thesis (Ph.D.)--Baylor University, 2008. / Includes bibliographical references (p. 112-117).

In today¡¦s ever-changing, competitive business environment, professional managers are challenged with the aims of attracting target markets, establishing relationships, increasing competitiveness, and achieving objectives. The business must continually add value, create a long-term competitive advantage, and satisfy customer needs in order to maintain a position of leadership in the market. In opening Merck Sharp Dohme at a time when medical organizations are undergoing such global change, one must consider the relationship between the aim of the organization and the clients¡¦ needs. In 2007, the ¡§Key Customer Unit¡¨ was established, a new marketing approach (New Strategic Selling) was adopted, and the competitiveness of the organization was enhanced, a new method of managing the client base was created, which assisted the company in reaching its global objectives. This research paper used explorative research methods adopting qualitative and quantitative means of analysis, as well as on the spot investigation into internal operations of the ¡§Key Customer Unit¡¨ of the Taiwanese branch of an American pharmaceutical factory. Through the implementation of KAM and CRM, research was conducted into the operation of the ¡§Key Customer Unit¡¨. Discussions were carried out into my degree of satisfaction with the achievement of company objectives. Discussions also touched upon my satisfaction with current policies, the operation of the ¡§Key Customer Unit¡¨, the results and cohesiveness of the ¡§Key Customer Unit¡¨, staff qualities, on the job competence as well as limitations. Conclusions of the thesis are listed below: 1. Solving on-the-spot problems for the ¡§Key Customer Unit¡¨ as well as providing a platform for long-term cooperation. 2. The importance of the operation and cohesiveness of the ¡§Key Customer Unit¡¨, creating a plan for clients, and servicing clients. 3. Members dealing with the ¡§Key Customer Unit¡¨ demonstrated experience, confidence, logic, and the ability to execute, delegate, and communicate effectively. 4. The ability to coordinate was the skill most valued by clients and staff. 5. Key reasons behind success of the ¡§Key Customer Unit¡¨ was, choosing the right staff, systematic thought, professional management on the part of the client manager, coordination of resources, marketing activities, coordinating the duration of the client plan, as well as complete dedication to the task at hand. 5 key points developed from the conclusion: 1.The execution of MERCK¡¦s 5 Ring policy aims at building motivation for the ¡§Key Customer Unit¡¨ 2.Finding the right person to carry out the right steps is the cornerstone of success behind the ¡§Key Customer Unit¡¨. 3.The driving force behind the success of managing the ¡§Key Customer Unit¡¨ is the Client Manager. 4.Opportune spending and proper use of resources is the most impressive result when managing the ¡§Key Customer Unit¡¨. 5.The key point to adding value to your ¡§Key Customer Unit¡¨ is separation of customer teams to increase internal competitiveness.

Submitted by Renata Lopes (renatasil82@gmail.com) on 2016-06-27T19:58:55Z No. of bitstreams: 1 lucianasoaresesilva.pdf: 1587553 bytes, checksum: 09391178b7ee23039e9f73918cb04e47 (MD5) / Approved for entry into archive by Adriana Oliveira (adriana.oliveira@ufjf.edu.br) on 2016-06-27T20:07:09Z (GMT) No. of bitstreams: 1 lucianasoaresesilva.pdf: 1587553 bytes, checksum: 09391178b7ee23039e9f73918cb04e47 (MD5) / Made available in DSpace on 2016-06-27T20:07:09Z (GMT). No. of bitstreams: 1 lucianasoaresesilva.pdf: 1587553 bytes, checksum: 09391178b7ee23039e9f73918cb04e47 (MD5) Previous issue date: 2012-05-11 / Para o desenvolvimento do fitoterápico na forma sólida da planta medicinal Mikania glomerata Sprengel, popularmente conhecida como “guaco”, seguindo a RDC n º14 de Março de 2010, várias etapas precisam ser desenvolvidas, sob o ponto de vista tecnológico/farmacotécnico. O estudo dos processos de obtenção do extrato seco de guaco, para a produção de cápsulas de gelatina dura, com teor de cumarina condizente à dose terapêutica estabelece meios para atender ao Elenco de Referência de Medicamentos e Insumos Complementares para a Assistência Farmacêutica na Atenção Básica de Saúde (Portaria 2.982/GM/MS, 2009), necessário à complementação da saúde popular. Partiu-se do extrato hidroalcoólico de guaco produzido com as folhas desidratadas, cultivadas no Horto Medicinal da FF/UFJF. Pesquisaram-se técnicas de evaporação para o extrato fluído de guaco em estufa, em banho de água quente e em rotaevaporador e de concentração do extrato por liofilização e atomização em spray-dryer. As técnicas de evaporação do extrato fluído de guaco utilizadas pelos métodos de secagem em estufa, em banho de água quente e em rotaevaporador não foram apropriadas, resultando como produto final o extrato mole de guaco. Os métodos tecnológicos de concentração utilizados mediante aplicação dos processos de liofilização e de aspersão em spray-dryer foram satisfatórios. Os produtos finais apresentaram-se com aparência de um pó seco, homogêneo, de cor marrom claro, considerado de bom aspecto farmacotécnico para a produção de cápsulas de gelatina dura. Registrou-se uma maior massa de extrato seco de guaco através do processo de liofilização em relação à atomização. Também os teores de cumarina, observados em doseamento, foram superiores nessa mesma técnica quando comparados à secagem em Spray-dryer. A vantagem observada no processo de atomização por Spray-dryer foi em relação ao tempo, bem menor, em relação à liofilização. Com esse estudo foi possível estabelecer um conhecimento técnico/científico para a obtenção de Extrato Seco de Guaco, necessário à fabricação de cápsulas duras contendo Mikania glomerata Sprengel, seguindo os critérios de qualidade presentes na RDC 14 de 31 de Março de 2010 e atendendo ao Programa Nacional de Plantas Medicinais e Fitoterápicos (PNPMF) aprovado pelo governo federal por meio do Decreto Presidencial no. 5813 de 22 de junho de 2006. / For the development of herbal medicine in the solid form of the medicinal plant Mikania glomerata Sprengel, popularly known as "guaco", following the RDC March 14, 2010, several steps need to be developed under the technological and pharmacotecnical point of view. To study the processes of obtaining dry extract guaco, for the production of hard gelatin capsules, containing coumarin consistent therapeutic concentration provides the means to meet the cast and Drug Reference Inputs Complementary to the Pharmaceutical Care in Primary Health Care (2.982/GM/MS Ordinance, 2009), necessary to complement the popular health. We started from hydroalcoholic guaco produced from the dried leaves, grown in the Garden of Medicinal FF / UFJF. The study was carried evaporation techniques to extract fluid guaco in an oven in the hot water bath and rotaevaporator and concentration of the extract by lyophilization and spray-dryer atomization. The techniques of evaporation of fluid extract of guaco methods used by kiln drying, in a hot water bath and rotaevaporator were not appropriate, as the final product resulting soft guaco extract. The technological methods used concentration by applying the processes of freeze-drying and spray-dryer were satisfactory. The final products presented with appearance of a dry powder, homogeneous, light brown, considered good looking pharmacotechnical for the production of hard gelatine capsules. Reported a greater mass of dry extract guaco by freeze-drying process in relation to the spray-dryer. Also the concentration of coumarin observed in assay, were superior in the same technique as compared to spray-dryer. The advantage observed in the atomization process by spray-dryer was over time, lower, compared to freeze-drying. This study was possible to establish a technical / scientific to obtain Dry Guaco Extract necessary to the manufacture of hard capsules containing Mikania glomerata Sprengel, following the quality criteria in the DRC 14 March 31, 2010 and given the National Program for Medicinal Plants and Herbal Medicines (PNPMF) approved by the federal government through the Presidential Decree. 5813 to June 22, 2006.