boosting sales force effectiveness at itravelco (ie business school case)
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Boosting sales force effectiveness atITravelCO
Alex BeloshevskySantiago Córdoba
Eduardo Gomez RuizChaitanya Mehrotra
Marko StanojevicKathryn Wellemeyer
RPU Consulting Group
Executive Summary
1• Problem and Causes
2• Project Goal and Deliverables
3• Methodology
4• Work Plan & Organization of Resources
5 • Our Team
Problem
“
”
Observation: Variation of sales performance – as indicated by market share growth slowing down and sales force productivity – not explained by competitive position
The existing corporate structure and procedures do not support the sales force to
adequately respond to the changing market environment
Internal Causes
People• Do you have the right people?• Are they trained properly?• Are incentives aligned to attract and retain top talent?
Processes• Are your sales processes/sales model maximizing selling time?• Do you know your most profitable customers?• Can you measure/compare offices’ performance?
Organizational Structure• Is the current organizational structure serving the corporate
objective?
Market Environment
Project Goal
Increase sales effectiveness to grow market share
“”
Project Deliverables
ProcessesPeople Organization
Best Practices Manual
Standardized Training Program
Competitive Incentive Program
Customer Segmentation Framework
Role Descriptions and Responsibilities
New Organizational Chart
KPIs
Pilot Implementation and Final Implementation Plan
Executive Summary
1• Problem and Causes
2• Project Goal and Deliverables
3• Methodology
4• Work Plan & Organization of Resources
5 • Our Team
Methodology
Diagnosis Design Implementation
Methodology
Diagnosis Select top performing countries and key clients from each region
Large Markets>5M bookings
Medium Markets1-5M bookings
Small Markets<1M bookings
Leader Europe, America Europe, Asia Europe, Africa
Equal Europe, LatAm Africa, America Asia, America
Follower Asia, America Europe, America Asia, America
Request preliminary information
Total: 6 America, 5 Europe, 4 Asia, 2 Africa, 1 LatAm
Methodology
Diagnosis Identify the best practices across the target countries
Methodology
Create standard procedures (training, sales, support, metrics, incentives, etc.)
Define the organizational structure
Define steps to create a global corporate culture which can foster a sense of belonging among the employees beyond their regional affiliations
Design clear communication strategy
Design
Methodology
Host a regional meeting with regional director and GMs
Communicate and monitor the organizational buy-in
Implement the pilot – RPU will lead initial rollout, while training internal managers to complete the final implementation
Host a global meeting with key stakeholders
Collect and analyze feedback to define final implementation plan
Select one region to rollout a pilotImplementation
Executive Summary
1• Problem and Causes
2• Project Goal and Deliverables
3• Methodology
4• Work Plan & Organization of Resources
5 • Our Team
Dia
gnos
is Country selection & gather preliminary informationVisit 18 countries (key offices & clients)Complete data collection
Des
ign Define best practices
Define standard proceduresDesign a new organizational chart
Key deliverables Impl
emen
tatio
n Implement pilot program
Define full implementation plan
3 months 2 months 4 months
Work Plan
Organizational Effort
• 6 consultants (2 weeks)
e
Kick-off Meeting
- 6 Consultants- ITravelCo Task Force
Diagnosis Phase (3 months)
- 6 Consultants- Key Stakeholders:- Regional Director- General Manager- Sales Director- Sales Team- Marketing Director- HR Manager- IT Manager- Customers
Design Phase (2 months)
- 6 Consultants (2 wks)- 2 Consultants (6 wks)- ITravelCo Task Force
Implementation Phase (4 months)
- 2 Consultants- Task Force- VP Sales- Regional Managers- General Managers
Resources Needed
ITravelCO: 37.6 Man MonthsConsultants: 32 Man Months
14 years of consulting experience including
IT and Telecom
30 years of experience in global companies
in industries such as Financial Services, Business Information, Sales and Marketing
POV from both sides: client and consultant
Why RPU Consulting Group?
Alex BeloshevskySantiago Córdoba
Eduardo Gomez RuizChaitanya Mehrotra
Marko StanojevicKathryn Wellemeyer
RPU Consulting Group
Supporting Slides
Talent Management Wheel
Process Metrics
Hiring Average hiring time, turnover rate
Training Training hours / employee, frequency
Sales Process Sales ($/employee), %selling time for sales force
Customer Management Customer segmentation
Incentives Performance evaluation, bonus, benchmark vs industry
Information Management Information flow time, business intelligence
Preliminary Information Requested