1960s

While the Suppocire® were generally successful, clients sometimes complained of minor problems: Products sticking to molds, pills breaking up when released from molds, difficulties incorporating powders and aqueous phases. The business was very aware of these issues, and also aware of the minimum “technical knowledge” that clients required for optimum value creation in the manufacture of products. So, the company set up an onsite suppository manufacturing facility and furnished it with a melting device, refrigerated cabinets and metal molds. The aim was to reproduce the aforementioned anomalies on a smaller scale to understand why these irregularities were occurring and how to deal with them. To support Gattefossé’s work and help test its theories, the company asked manufacturers of casting chains, coolers and suppository molds for assistance. The SIO was also asked to collaborate.

A technical sales announcement from that time was evidence of Gattefossé’s “client-focused” strategic approach. The notice was simply titled “What is your problem?” and listed a set of subject-related questions: “Is it pharmaceutical? Is it technical? Is it analytical? Is it physiological? Is it administrative? Is it psychological?”. Contact details were provided for the company’s “Technical Assistance” service (as it was defined by “Sales Management”) along with a reference to “Studies: demi-grand laboratory”.

“Quel est votre problème ? ” (“What is your problem?”)

Gattefossé’s close relationship with its client-base led to the creation of new products, customizable to a degree, tailored around the needs and problems of each individual client.

This approach may have slowed down the manufacturing process, but it also created a very productive breeding ground for oleochemical innovation. Progress was also made thanks to the creativity of laboratory chemist, Lucien Waginaire, who was instrumental in many of Gattefossé’s research achievements.