kevin_tutt
John L., Paul M., George H., Ringo S.
Date:13/04/2021
Sales in Division A have decreased 15% over the previous year.
Although Division A is one of four divisions, it produces 33% of the company’s revenue. A decrease of 15% over the past year translates to a revenue loss of $1,980,000.
CM 1: WHAT - Train sales on why we need the information on the on-boarding docs; WHO - Sally J.; WHEN - 3/1/21
CM 2: WHAT - Train the sales team on how to create and sustain trust.; WHO - Tom H.; WHEN - 3/1/21
• 42% of customer on-boarding documents were incomplete when given to customer care.
• Two of the 10 sales representatives resigned last year, one of which was the most senior sales representative.
Implementing Countermeasure (CM) 1
Design “Why This Matters: On-boarding Documentation” (WTM) training Sally J. 1/29/21
Develop training materials for WTM Sally J. 2/5/21
Deliver WTM training to all sales team members in Division A Sally J. 2/26/21
Quiz sales on the training material Kayla C. 2/26/21
Evaluate the results of the quiz Kayla C. 3/2/21
Review each on-boarding doc turned in since the completion of training. What percent contains errors? Sally J. Weekly: 3/1 thru 3/26
• Increase sales revenue from Division A to $13,500,000 over the next 12 months (February 2021 – January 2022).
• 98% of customer on-boarding documents will be complete and accurate when given to customer care.
The result of the training is the percent of correct and complete on-boarding docs increase from 58% to 92%.
We recommend adding post-training work to reinforce the principles learned in class to close the 3 point gap between current and goal.
Repeat customers (RC) in ‘19 = 85% vs in ‘20 = 65%
RCs decreased in ‘20 from ‘19. Why?(?) Multiple RCs canceled renewed contracts due to frustration with on-boarding. ? They found errors in their accounts. ? Customer care (CC) entered incorrect info. ? Sales gave CC incomplete &/or inaccurate on-boarding docs. ? Some reps don’t believe all info is necessary. ? To steam-line sales training, the module with that info was cut.
Although Division A is one of four divisions, it produces 33% of the company’s revenue. A decrease of 15% over the past year translates to a revenue loss of $1,980,000.
• 42% of customer on-boarding documents were incomplete when given to customer care.
• Two of the 10 sales representatives resigned last year, one of which was the most senior sales representative.
Goals• Increase sales revenue from Division A to $13,500,000 over the next 12 months (February 2021 – January 2022).
• 98% of customer on-boarding documents will be complete and accurate when given to customer care.
Repeat customers (RC) in ‘19 = 85% vs in ‘20 = 65%
RCs decreased in ‘20 from ‘19. Why?(?) Multiple RCs canceled renewed contracts due to frustration with on-boarding. ? They found errors in their accounts. ? Customer care (CC) entered incorrect info. ? Sales gave CC incomplete &/or inaccurate on-boarding docs. ? Some reps don’t believe all info is necessary. ? To steam-line sales training, the module with that info was cut.
CM 1: WHAT - Train sales on why we need the information on the on-boarding docs; WHO - Sally J.; WHEN - 3/1/21
CM 2: WHAT - Train the sales team on how to create and sustain trust.; WHO - Tom H.; WHEN - 3/1/21
Implementing Countermeasure (CM) 1
Design “Why This Matters: On-boarding Documentation” (WTM) training Sally J. 1/29/21
Develop training materials for WTM Sally J. 2/5/21
Deliver WTM training to all sales team members in Division A Sally J. 2/26/21
Quiz sales on the training material Kayla C. 2/26/21
Evaluate the results of the quiz Kayla C. 3/2/21
Review each on-boarding doc turned in since the completion of training. What percent contains errors? Sally J. Weekly: 3/1 thru 3/26
The result of the training is the percent of correct and complete on-boarding docs increase from 58% to 92%.
We recommend adding post-training work to reinforce the principles learned in class to close the 3 point gap between current and goal.
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