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