Julie, a sales representative, has been randomly selected for a field ride with a compliance monitor. Her company’s I GLASS™ administrator begins the process by registering Julie in the system and selecting a due date for her field ride. Once registered, Julie’s manager is automatically notified of the pending monitoring activity. If desired by her organization, Julie can be notified through an automated, custom email informing Julie what to expect during the scheduled field ride. During the field ride, the monitor observes Julie’s behavior and records her observations and concerns in a fully customized behavioral observation assessment. The scaled responses help the monitor to clearly identify which behaviors do and do not align with the compliance expectations set forth by Julie’s organization. This process allows both internal and external monitors to effectively capture Julie’s acumen and conduct. When an opportunity to directly observe the behavior being tested does not exist, the monitor asks Instant Assessment questions to ensure Julie meets the required standards. Once the assessment is complete, a real-time individual report becomes available with a summary of Julie’s results. If Julie’s results reflect a compliance gap, I GLASS™ automatically triggers an action plan. This prompts the monitor to determine the individual action steps Julie needs to take to close the loop and to select a specific due date for each action step to ensure complaint behavior in the future.

Wendy L. Heckelman, Ph.D.

Dr. Wendy Heckelman, president and founder of WLH Consulting, Inc. has over 30 years of experience working with Fortune 100 industry clients. These include pharmaceutical, biotech, health care, animal health medicines, and consumer products, as well as international non-profit organizations and growing entrepreneurial companies.

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