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I drew from two primary souces: 1. Our operations at Pepco Sales, and the way we actually do things. 2. Books, presentations, twitter feeds and other inspirations that affect the way I do business. Each slide is cited with full citations at the end of the slideshow.
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@pepcosales
Best Practices in Operations[Charlie Parham]Pepco Sales and Marketing
[email protected]; 817-751-0995; @cmparham
@pepcosalesThe rest of this won’t be as boring as my table of contents.
SalesBack OfficeLeadership
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But First….
...how to...
@pepcosales@tamadear
FRAMEWORKS MAKE HARD THINGS EASY
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PROCESSES CONNECTS RETRIEVES
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XCNNPHDFBICI
ANCAAX
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@pepcosales@tamadear
XCNNPHDFBICIA
NCAAX
@pepcosales@tamadear
@pepcosales@tamadear
Simple.Memorable.Repeatable.
@pepcosalesAstha Gupta - The Checklist Manifesto
Two main reasons of failure
Ignorance (Don’t know, or don’t know how to apply)
Ineptitude (Know but fail to apply)
@pepcosalesAstha Gupta - The Checklist Manifesto
@pepcosalesAstha Gupta - The Checklist Manifesto
● To the point.
● Easy to use.
● Does not spell out the steps
● Reminders of the most important and critical steps
● Makes priorities clearer
● Has simple and exact wording
● Always in sentence case.
What does a good checklist do?
@pepcosalesAstha Gupta - The Checklist Manifesto
Make people use them.
Apply a checklist for every
situation.
Turn it into an if/then process.
Increase work load.
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@pepcosales
Sales Ops - Pipelines Pipelines at PepcoEach month the sales managers lead a company wide pipeline in order to discuss and plan the sales people’s efforts regarding various jobs and line specific activities.
b.) Through Pipedrivewe have the ability totrack what opportunities have been lost or won andif they are lost, we canalso find out why.
@pepcosales
Customer Relationship Management - Why?CYA for manufacturers.You pay salespeople - keep their data.Training for new employees.Measure only what you have goals for.
Sales Ops - CRM
@emalanowski
@pepcosales
90 day rollout plan.Manufacturer pre-visit/post-visit.Pre-call checklist.Sales Manager ride-along checklist.Year End Customer ReviewMarket PlanCommission/Budget Process Reporting for salespeople
Other top process examples
@pepcosales
Customer Service StandardsTotal Quality Management bonus programWe’re organized by salesperson, not product.
Warehouse OperationsWill-Call processWarehouse TQM Bonus Program:
Back Office Operations
Goal: every client and every customer has the same experience when working with Pepco.
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Employee Traininga.) training.pepcosales.comb.) Not just for product.c.) Not just for salespeople.
Leadership and Employee Development
Annual Reviews need continuous focusa.) Once per year we write and re-write the employee improvement plan.b.) Work together to find areas that need improvement as well as commit to new goals. c.) Help them write their life goals and plans. Only if you know what is important to your employees can you craft plans that motivate.
Run a good meeting!a.) Invite only those who can contributeb.) Keep to your time framec.) Stick to your agenda.d.) Schedule followup meetings for any tangents.e.) Arrange for any followups.
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SMOT Program● Goal: Train smart young
people to learn our industry or promote hard working folks within the organization.
● Beat the Boomer Brain Drain● Find smart people, not just
those that know the industry.● ASA Education Foundation is a
huge help.
Don’t forget to develop future leaders.
Leadership and Employee Development
@pepcosales
Books:Astha Gupta - The Checklist ManifestoDavid Allen - Getting Things DoneJohn Maxwell - The 5 Levels of LeadershipSteven Levy - In The Plex
Resources:www.slideshare.net@simonsinek (Leadership Blog/feed)@tamadear (Tamsen Webster - Easy is the new Hard on slideshare)www.lynda.com (video training 1000+ topics)
Connect. Learn. Scale.
@cmparham, linkedin.com/in/charlieparham, [email protected], 817.751.0995 (cell)
@pepcosales
Sales OperationsTracking Jobs at PepcoStaying in tune with the market in the major cities Pepco sells products in, creates a first step for further exploration by the sales team.
a.) Pepco subscribes to all the major city business journal newspapers and reads through each weeks edition to notate any jobs of interest. Then scans of these jobs are sent out to the sales person in the corresponding territory for follow-up activity.
b.) The quotations manager at Pepco also receives the scans and enters these potential jobs in the quote management system that Pepco utilizes called Pipedrive.
c.) The entries in Pipedrive for these various job quotes include a deadlines and it is then the salesperson’s obligation to update the notes section or any activities that they perform.
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Commissions System for Sales Teama.) Not sure how this part works, but we could elaborate here on how we motivate the team to make sales.
Back Office Operations