your branch operations & management {making your strategy work} university of industrial...
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BRANCH Operations & Management
{making youryour strategy work}
University of Industrial Distribution
Indianapolis, Indiana
March 12, 2013
Michael E. Workman, [email protected]
…..if you don’t have a strategy, you can’t make manage…
Things I’ve come to Embrace“It’s tough to make predictions, especially
about the future.” Yogi Berra
“92.3176% of all statistics are made up on the spot.” John Ionnadis
“Things should be made as simple as possible, but no simpler.” Albert Einstein
“We don't see things as they are; we see things as we are.” Anais Nin
“Timing has a lot to do with the outcome of a rain dance.” Old ‘West Texas’ Proverb
Introducing Change
Stress
Risk
Loss
Change normally occurs when the pain to change is less than the
pain to stay the same.
Purpose of a BusinessThe purpose of a business is to create a
customer.Profit is only a test of management
decision making.Profit is required to maintain the
customer.A business has two primary functions;
everything else is just cost.
Innovation & Marketing
The world according to Peter Drucker
Predictors of Business Failure
Declining MarginsIncreasing People CostsIncreasing Sales Volume
All in Concert
Distribution Basics: in any Economy
Buy BetterSell at Higher MarginsCollect SoonerPay LaterTurn Inventory More Often Increase Operating Efficiencies
Branch Management; Primary Objectives
Increase RevenuesDefine Customer ServiceOptimize PricingDecrease our cost to serveDevelop new customers / marketsIncrease gross marginsRepresent chosen suppliersProvide product & process expertise…..and then some
Economics of Branch Optimization
PresencePerformance
Products
Processes
Key Notes:• Opportunity is the result of complex interactions between several dynamics • Accordingly, Profit improvement is an integrated process• A Systems approach seeks to balance these interactions and drive improvement
Key Notes:• Opportunity is the result of complex interactions between several dynamics • Accordingly, Profit improvement is an integrated process• A Systems approach seeks to balance these interactions and drive improvement
How Distributors CompeteThree key performance factors by
which customers judge distributors. {other than price}
Reliability - Does the distributor perform consistently?
Timeliness – Is the solution there when the customer needs them?
Accuracy - Is it the right product in the right quantity at the right price, correctly billed?
Customer Communication Models
Single Point
Multi-Point
Customer
Distributor
Branch Management Paradox Paradox Challenges
Growth / ProfitabilityOperational Systems / ReactionAssets / InformationSpeed / DirectionManagement / LeadershipPerformance / EffortsSuccession / Consistency
Asset Leverage for Managers
Financial inventory – receivablesPhysical fulfillment aidsCustomer ownership – dependencyKnowledge response enhancementEmployees experience –
performanceOrganizational functional integration
Personal T
ime
Systems
13 Predictions for 20131. Company branding will increase in
importance as communicating product & service offerings becomes more central to growth. Energy must be directed to strategy, technology, and performance players.
2. Progressive distributors will engage marketing techniques unique to their strategies. They'll drive higher, more profitable, sales.
3. Distributor acquisitions will continue, albeit not at the same multiples as last year, as owners seek to cash out for retirement, lack of succession, or recognition that the market will continue to be slow.
4. With distributors offering comparable customer services; demand creation and idea generation become more important.
5. Strategic management of special collaborative efforts and contracts, as well as price optimization, will enable progressive players to grow profits. 6. Top Players will purchase or engage players in peripheral channels to expand their markets.
7. Significant in-roads will be made in formal collaboration efforts with select distributors and manufacturers.
8. Many will react to new laws by hiring more part-timers & part-time industry veterans; avoiding additional costs of medical insurance.
9. Non-traditional selling will become the initiative. New business technologies will improved customer information, enabling service commoditization.
10. Manufacturers will escalate their efforts to segment and stratify distribution, based on performance.
11. Manufacturers will seriously overhaul rebate and "preferred" distributor programs and move to a differentiated model that supports those who perform.
12. Customers are seeking fewer relationships, therefore opportunity will be enhanced by those who offer a broader scope of customized solutions.
13. Local data, converted to usable information will become the most valuable asset distributors bring to the channel.
If people don’t have the mindset that sharing
information is good, then it doesn’t matter what
technology does.
Branch Metrics
Inventory Revenue Creation
Lines Speed / AccuracyForecast PlanPersonal BusinessEfficiency EffectivenessVolume - Margin Net Contribution
OLD NEW
Metrics cont’d.
Price Cost/Price………Structured ResponsiveMonthly GoalsFuturity of DecisionsControl Facilitate, Teach,
Mentor, Accompany
Knowledge KnowingSize Speed
OLD NEW
Inventory Management Balancing Two Goals
Service Levels (High Customer Service) Determined by When You Buy
Cost (Best Turn & Earn Ratios) Determined by How Much You Buy
Inventory Management
Inventory Control
vs
•CUSTOMER NEEDS•FILL RATES•LOST SALES
Logistics Drivers
FUNCTIONS LOOP
INVENTORY
PURCHASING
CUSTOMER SERVICE
FORECASTING
INFORMATION LOOP
•MEASUREMENTS•CONSTRAINTS Warehouse Transportation Financial•OBSOLESCENCE
•SUPPLIER LEAD TIMES•LEAD TIME VARIABILITY•FORECAST ERROR
•DEMAND PATTERNS•VARIABILITY
Buy-Hold-Sell Sell-Source-Ship
Effectiveness
Minimize touching or moving product.Determine delivery and other service
output demands for segmented customers and measure performance. {Quality & Throughput}
Implement real time information flow for areas that creates mistakes
Logistics is a science, not an art
Doing the right things
Relationship Selling - Service, Price, Response
Bid & Buy - Price Focused, Costly Way to Buy,Predominantly Bureaucracies, Control Driven
Annual Contracts - Fixed Price, Fixed Term, Service Level Specific, High Cost to Manage
Expired Contracts – Deferred Bids, High Leverage for Customer, Tenuous
System Contracts - Evergreen,Cost Plus Pricing, Measurement Driven
Integrated Supply - VendorReduction, Integrator (Tier 1) Manages the Process,
Cost Reduction Driven
Alliances - Partnerships -Functional Pricing, Cost/Profit Driven
Subj
ecti
ve
Rel
atio
nshi
psO
bjec
tive
R
elat
ions
hips
Tra
nspa
rent
R
elat
ions
hips Demand Chain Management -
Preferred Pricing – Future Business
The B
uyers
Pers
pect
ive
Competitive Positioning
The cosmic law of business says you can excel at any two of the three
What is your Strategy?
Good
Fast
Cheap
The Secret Of Any Successful Business Is The Intelligent Loss Of Sales
Gary Hoover,Founder of Books Inc.& Hoovers On Line
ServiceCustomer DefinedIntangible <> TangiblePerishableComplexTime SensitiveQuantifiableValue Based
Value DeterminantsReliabilityResponsivenessCompetenceAccessibilityCourtesyCommunicationCredibilitySecurityEmpathyTangibles
What Can You Charge For?
ConvenienceCrisis or Unforeseen Increases
(Economy)
TimeChoicesKnowing DoingChangesFees
Strategy Integration
SupplierStratification
Key
InventoryStratification
A-B-C
CustomerStratification
Core
Segmentation Goals
Customer Relationship ManagementThorough Business AnalysisTime and Profitability - Inseparable
Profile Characteristics•Who are they?•What do they look like?•What do they need?•How do they act?•What do they buy?•When do they need it?•Why do they want it?•What do they cost us?•What do they contribute•How do we grow them?
Time•Customer lifecycle view•Frequency of Purchases•Customer life position•Channel Selection
Profitability•Share of Spend•Buying Phases•Profit per Purchase•Cost to Serve•Investment Potential
Opportunistic Core
Unprofitable Service Drain
Customer Life
Volume
Pro
fit
Cost
to S
erv
e
High ProfitabilityNo RelationshipLow Cost to ServeLow Volume
High ProfitabilitySustained RelationshipLow Cost to ServeHigh Volume
Low ProfitabilityNo RelationshipHigh Cost to ServeLow Volume
Low ProfitabilitySustainedRelationshipHigh Cost to ServeHigh Volume
Segmentation Results Model
Segmentation StrategySegmentation Strategy
Segments Strategies
•Long Term Defense•Customized Service•Reduce Costs
•Retention•Selective Optimization•Increase Presence
•Increase Profit / Transaction•Reduce Free Services•Control Cash Flow
50%
30%
20%
5%
15%
80%
# Customers GP $ Share
Leading Change
Training EducationLearning RelationshipsEconomic DriversMeritocraciesHyperarchiesMarket Based Management
Data > Information > Knowledge > Wisdom
’12 Study on Company Involvement
28% 55% 17%
Committed to the Vision
Only DoingTheir Job
Actively Working Against TheEnterprise
Rules for CollaborationHyperarchies
Individual Pieces Loosely JoinedStructurally InvStructurally Invisible
Community of Trust (where trust is a currency – reputation is a source of power)
Selective Collaboration {value based}
Rethink: distribution, customers, suppliers, providers, goals, metrics, rewards
Strategic Collaboration; Less About the Strategy, More About the Team
No Plan of War ever survives its first encounter with the enemy
Napoleon
No Plan of Analysis ever survives itsfirst encounter with the data
ORMS Magazine
Performance Enhancement
Motivation & MeasurementAccountabilityOwnershipEmployabilityEmpowermentKnowing Doing GapsShared Intent
Personal Observations:Mutual Trust
Trust is not between firms, but individuals.
It’s earned over time by taking several small hits for a long term relationship
It’s lost very quickly, usually by making an expedient short term decision
Its’ about Performance not Intent
Integrity
Interactions with friends, family, co-workers, customers,
suppliers, co-volunteers, groups, organizations, community,
country, and the spirits of the dead.
Definitions
Webster’s New World Dictionary.
1. the quality or state of being complete; unbroken condition; wholeness; entirety
2. the quality or state of being unimpaired; perfect condition; soundness
3. the quality or state of being of sound moral principle; uprightness, honesty, and sincerity
An object or process has integrity when its Whole and Complete.
Any diminution in whole and complete results in diminution in workability.
Think of a wheel with missing spokes, it’s not whole. It will become out-of-round, work less well and eventually stop working entirely.
Likewise, a system or a channel has integrity when it is whole and complete.Focus on the present, plan for the future.
Becoming A Rock StarBecoming A Rock Star
Where we are now (today)
A boring, straight laced, middle class, rep.
End Game Goal:
“Screaming Fans and Groupies in Times Square.”
1: Develop Talent• Guitar Lessons• Dance & Drama
Classes• Coffee House
Practice
Critical Initiatives
Chain backwardto create strategy
Strategies
2: Get the Look• Extreme Diet• Hair Extensions
Plastic Surgery• Start Drug Habit
3: Work the System• Develop Business
Contacts• Blackmail Record
Executive• Publicity Campaign
4: Roll Out the Band• Form Band• Learn to Lip Sync• Record Single &
Video• Promo Tour
Strategic Initiative Example
Convert Three Existing Contractors in my territory to us by 6/10/13 for a total sales increase of $275K in incremental revenue by 10/12/13
Active VerbBy When?
To What Clear Business Result?
{Tom Jacobs}
Who is Accountable?
WICS MODEL
Intelligence Creativity
Wisdom
LEADERSHIP
INTELLIGENCE
How Much?Successful Intelligence
Academic Memory - AnalyticalPractical Experience –
Adaptability
Tacit Knowledge – distinct from personality exists across cultures, gender and races.
There is a mute who wants to buy a toothbrush. By imitating the action of brushing one's teeth, he successfully expresses himself to the shopkeeper and the purchase is made.
Now, if there is a blind man who wishes to buy a pair of sunglasses in
the same shop, how should he express himself?
He opens his mouth and says, "I would like to buy a pair of sunglasses."
CREATIVITYSkill in Generating ideas that are;
relatively novel, high in quality,
appropriateDoing Something NEW orDoing Something OLD in a NEW WAYPeople DECIDE to be CreativeNot related to age, gender,
education, or socioeconomic status
Creativity is correlated with the ability to withstand the lack of structure, the lack of future, the lack of predictability, of control; the tolerance for ambiguity, for planlessness. Abraham Maslow
WISDOMNot AGE but CAPACITY
Choices Life, business, currentBased on experience, pragmatism,
understanding, knowing……
CHARACTERISTICS Reasoning Ability, Sagacity, Learning, Judgment, Use of Information, Perspicacity
Balance – interests – mine - ours
WICS MODEL
Intelligence Creativity
Wisdom
LEADERSHIP
SYNTHESIS
The first task of a business leader is to take the past out of the future and put it back in the past.
The second task of a leader is to enable people to articulate a future that calls them to be alive and productive in the present.
The past has nothing to do with the present. Who and where we are in the present is a given.
The Role of LEADERSHIP
TEAMS: Some Observations
The Best are Self-SelectingLife Expectancy is ShortPerformance Outweighs EffortsLeadership NOT ManagementPurpose Drives ResultsMetrics Fuel the ProcessEasy to Say ….. Hard to Do
Obstacles to Strategy Execution
Inability to Manage ChangePoor or Vague StrategyNot Having a Model for
GuidancePoor Information Sharing Strategy Conflicts with Existing
Power StructureLack of Leadership
Controlling the Highest Value Currency {TIME}
Linearity vs Value A B C‘Value in Time’‘Time Value’ within ‘Price – Cost’
Time Value within LifeYoursTheirsOurs
Men talk of killing time, while time quietly kills them. (Dion Boucicault)
TIME EFFECTIVENESS MODELS
Make prioritized to do listsStart with I’s, not with U’sLearn to say NO{Listen, Say No, Give Alternatives}
Manage Yourself FirstFocus on InputsMonkeys RuleTake it Personally
NUNI
INU
UNI
IU
Urgent
Imp
ort
ant
Separate Urgent from Important
Managing Management’s Time
Seven Emerging SalesCompetencies
Self Appraisal & Continuous LearningListening Beyond Product NeedsAligning Customer / Supplier ObjectivesOrchestrating Internal ResourcesEstablishing A Vision for RelationshipsUnderstanding Financial Impact of
DecisionsConsultative Problem Solving
Business Horizons
COMPENSATION BASICSTIME AND VALUE
INFLUENCE AND VALUE
MOTIVATION –WHAT IS IT? WHAT WORKS?
DURATION OF COMPENSATION PLAN EFFECTIVENESS
INCENTIVES MATTER
Recent Comp Study Findings
There is absolutely no relationship, in any dimension, with respect to sales incentive plan structure and gain in market share
There is a very strong relationship between share gainers and the alignment of their incentive structures with corporate and sales objectives
There were clear differences between share gainers and share losers with respect to how incentive structures were developed
Share gainers had real sales management processes in place
Excellent Salespeople:1. OFF THE CHARTS Hard Working2. OFF THE CHARTS Competitive3. Technically Competent4. Very Relational and Bond Forming5. 24/7 Available and Responsive6. Coin Operated7. Data Driven8. Technologically Current9. Methodical and Organized with Great Writing
Skills10. Highly Accountable11. Never Forgets Who Signs the Checks12. Complete Integrity
Performance Appraisal
The purpose is to maintain good performance or improve performance.
Good appraisal processes are valued by all employees.Avoids “Gotcha Management.”Answers “How am I doing, coach?”
Greatest Limitation is wimpy managers.It ain’t a human resources “touchy feely” thing!!
The race is not always to the swift, nor the battle to the strong, but that’s the way to bet.
(Damon Runyan)
Human Capital MeasuresHuman Capital ROI
Revenue – {Operating Expenses – (Compensation + Benefits)}
Compensation + Benefits
Revenue per EmployeeRevenue
Full-Time Equivalent (FTE)
Voluntary Separation RateTotal Voluntary Separations Total Head Count
Personnel Productivity RatioTotal Payroll Expense
Gross Profit
X 100
1.5
500,000
8 -10%
50 -60%
Essentials for Mature Business
Documented, Repeatable ProcessesWorld Class Cost Control ABC – Your way
Great Customer ServiceContinual Introduction Of ValueValueBench StrengthContinual StretchDiscontinuity
ResolutionsThree resolutions distributors can't afford to
ignore : 1. Stop treating inventory as your
competitive advantage. 2. Stop always saying “Yes” to all
customers. 3. Stop allowing field sales to direct
themselves.
Approximately Right Is Better ThanPrecisely Wrong
Measurement
Biggest Business Blunders Taking your eye off your business economicsOverextension {overpromising}Lack of Follow-ThroughSelling by the hour instead of the opportunityGiving real value away Reaction without informationIgnoring the way customers buyNot understanding ‘systems’Not understanding the power of the questionTolerating incompetence
Self Management ResultsGet it Down on PaperStay CurrentKeep Everyone InvolvedBe Ruthlessly ConsistentMeasure EverythingAsk QuestionsSet ExpectationsFollow Through Knowledge
CustomersPeople
$
Time
Key MessagesPlay your own game. (But have a game
plan)Don’t carry your dead, just your
wounded. (Understand Employability)Don’t confuse the needs of the owners
with the needs of the business.Focus on Performance and OpportunityUse technology only as an enhancer
{How}Don’t let the accountants set your
strategy.
“How you get there is where you’ll arrive.”
Mad Hatter in Alice in Wonderland
THANK YOU!!!THANK YOU!!!