terry o’keeffe roadtek business development. aim of session explanation of business development...

Terry O’Keeffe

RoadTek Business Development

Aim of session

Explanation of Business Development role

• What do we do? How do we do it?

Key Account Management

• What is it? How does it work in RoadTek?

Trusted Advisor

• Who is a trusted advisor? How do I become one?

Recap of Phase 1

Customer Service

• What did you get out of the session that you’ve taken back to your workplace?

• FISH book – did anyone read it?

• Who’d like to offer their reflections on the book?

Business Development

…is a journey, not a destination

It’s not something we only do when times are hard.

It’s not Sales & it’s not Marketing.

It’s a process of continually aligning our business capability to reflect changes in expectations of our owners, our markets and our customers.

Business Development Group

Director (Development & Services) – Bruno Dvornicich

BDM Asset Services North - Terry O’Keeffe

BDM Asset Services South – Annette Bailey

BDM Plant Hire Services – Blair Smillie

BDM Network Services – Barb MacDonagh

Admin Co-ordinator – Amanda Parker

Accountabilities for BDM’s

• Develop Customer Relationships

• Develop Supplier Relationships

• Increase RoadTek profile

• Monitor Market Intelligence

• Input into Strategic Planning

• Lead Business Planning and Reviews

• Work to innovate within our business units

• Secure external work

What do I do in a day?

• Customer survey

• Supplier survey

• Market Intelligence

• Innovation

• Business Planning

• Representing RoadTek – customer/forums

Work with my ‘customer’ to achieve their business goals

Successes of the Business Development Group

• International Customer Service accreditation received June 2007

• KAM Framework integration into RoadTek business – success with customers

• Business Planning and reviews

• Customer Survey results 2007/08 – ave. score 3.85.

TTMIB

Key Account Management

Facilitators: Terry O’Keeffe

Evolved over time

Order taking - Customer calls supplier

Sales Reps - Customer & Supplier Interaction

Customer Service – Recognition that suppliers need to know about the customer and their needs

Account Management – working with the customer to achieve their outcomes

Key Account Management

Key Account Management

Understand and work with the customerto achieve their outcomes

What Customers want

• Know their market

• Lead their thinking

• Make an impact on their business

Subject matterProcess expert

Subject MatterExpert in the field

Valuable Resource

Trusted Adviser

Depth of Personal Relationship

Dep

th o

f B

usin

ess

Issu

es

Needs to develop over time

What Customers Want

David Maister – The Trusted Advisor

Key Account Management Aims

• To build and maintain long term customer relationships

• To be a valued advisor that delivers innovative solutions

• To involve the customer in the development of our plans

Key Account Management Outcomes

• Provide long term value to selected customers

• Grow loyal and profitable customers

How does Key Account Management fit

in Main Roads?

Proactively engage our stakeholders

Be a leader in stakeholder engagement and community and industry relations

If we had Key Account Management working 100% what part of the RoadTek Strategic Plan would be influenced?

If we had Key Account Management working 100% which of the RoadTek Key Result Areas would be influenced?

2.

REQUIREMENTS

ANALYSIS

Current andFuture Needs

3.

COMPETITIVE

ANALYSIS

PerformanceStrategies

Relationships

4.

BUSINESS

RELATIONSHIPS

PerformanceProduct FitPartnership

5.

KEY

OPPORTUNITIES

StrengthsMajor

DevelopmentsLeveragables

UntappedPotential

7.

ACCOUNT

STRATEGIES

CompetitiveAdvantage

Value-AddedDifferentiation

Partnership

8.

ACCOUNT

ACTIONS

Roles & Responsibilities

Specific Milestones

9.

IMPLEMENTATION

Evaluate Progress

Modifications

10.

MANAGING

PARTNERSHIP

CriticalActivities

MonitoringRelationship

1.

CUSTOMER

ANALYSIS

OrganisationProductsStrategies

6.

ACCOUNT

OBJECTIVES

BusinessObjectives

RelationshipObjectives

ACCOUNTACCOUNTMANAGEMENTMANAGEMENTFRAMEWORKFRAMEWORK

REVIEW

OUTPUT

INPUT

Inputs

• Discussions with the customer and market information to determine Key Opportunities

Outputs

• Strategies and Actions to deliver opportunities

Review Process

Account Management Framework

Key Account Management

It Works!

Dee River Rehabilitation DVD

Customer relationships – a risky business

Preparation lies in knowing the customer

Transactional TransitionalRelational/Value Add

Stakeholders Chart

Me

Subject matterProcess expert

Subject MatterExpert in the field

Valuable Resource

Trusted Adviser

Depth of Personal Relationship

Dep

th o

f B

usin

ess

Issu

es

Needs to develop over time

What Customers Want

David Maister – The Trusted Advisor

Consider the way that you currently work with your Consider the way that you currently work with your customers.customers.

Categorise the nature of your work under each of Categorise the nature of your work under each of the three headings below.the three headings below.

Please provide examples and approximate %.Please provide examples and approximate %.

1. Relationship/value focus1. Relationship/value focus2. Transitional focus2. Transitional focus3. Transactional focus3. Transactional focus

What does your customer need?

EXISTINGSTATE

DESIRED STATE

DESIRED STATE

Technical

Political

Cultural

Where are you today?

Where are you going?

How will you get there?

Identify from your stakeholders:

• Supporters

• Resistors

• Neutrals

Tom O’Toole DVD

SWOT Analysis

• Strengths

• Weaknesses

• Opportunities

• Threats

Why you need a plan

Action Planning

• Goals

• Strategies

• KPI

• Responsibilities

• Timeframes

Key Account Management

• Looked at what type of transactions you are each doing with your customers

• Analysed what customers want and established that our aim is to become a ‘trusted advisor’

• On our Stakeholders chart we identified who were your supporters, resistors & neutrals

• Conducted a SWOT analysis and looked at inclusions into the KAM action plan

‘Understand and work with customers to achieve their outcomes’

Why you need a plan

Questions?

RMT - RMT - WHAT IS AN ATTRACTIVE CUSTOMER?WHAT IS AN ATTRACTIVE CUSTOMER?

Profitable Pays on time We have capability Easy adaptability to change Contributes to outcomes Equal partners Shared values Enhance our reputation and people Government / Semi Government Long term Two way services

Good return for effort Has business smarts Relational contacts Dispersed nature (decentralised) Core business Whole of RoadTek benefits Acknowledge contribution Complimentary Programs of Work Helps us grow capability

RMT - RMT - ATTRACTIVE CUSTOMER ATTRACTIVE CUSTOMER KEY ATTRIBUTESKEY ATTRIBUTES

Profitable Pays on time We have capability Easy adaptability to change Contributes to outcomes Equal partners Shared values Enhance our reputation and people Government / Semi Government Long term Two way services

Good return for effort Has business smarts Relational contacts Dispersed nature (decentralised) Core business Whole of RoadTek benefits Acknowledge contribution Complimentary Programs of Work Helps us grow capability

Attractive Customers - Statewide Perspective

Attribute Wt PublicWorks

QBuild LGAs Energex Ergon Defence QT QR DNR&M

Profitable30 7   7   8   4   5   8   8   7   9  

  210  21

0  24

0  12

0  15

0  240   240   21

0  270

Govt/Semi Govt

25 9   9   8   8   8   8   10   9   9  

  225  22

5  20

0  20

020

0  200   250   22

5  225

Long Term

20 8   8   9   8   8   8   10   10  1

0 

  160  16

0  18

0  16

0  16

0  160   200   20

0  200

Whole of RoadTek Benefits

15 7   7   8   4   4   6   8   7   9  

  105  10

5  12

0  60   60   90   120   10

5  135

Enhance our Reputation and People

10 8   8   8   5   6   7   8   7   9  

    80   80   80   50   60   70   80   70   90

Total 100 780 780 820 590 630 760 890 810 920

A 92

0DNR&M           B 790 Parks and Wildlife C 695 NT    

  890

QT               790 Forestry       690 Port Authorities

  830

SunWater           780 Public Works     630 Ergon  

  820

LGAs             780 QBuild       620 Powerlink

  815

State Development and Innovation

  760 Defence    

  810

QR            

Priority Customers