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WORKING WITH YOU TO
IMPROVE BUSINESS
PERFORMANCE
Mercuri International (UK) Limited
3000 Hillswood Drive
Hillswood Business Park
Chertsey
Surrey
KT16 0RS
www.mercuri.co.uk
2page
Serving Companies Around the World
A worldwide network of 50 local offices in over 40 countries with over 50 years
of experience partnering 18,000 clients.
MI Eastern Europe
� Belarus
� Estonia
� Latvia
� Lithuania
� Moldova
� Russia
� Ukraine
MI Western Europe
� Austria
� Belgium
� France
� Germany
� Italy
� Ireland
� Netherlands
� Portugal
� Spain
� UK
� Switzerland
� Denmark
� Finland
� Norway
� Sweden
MI Asia
� China/Shanghai
� Hong Kong (Asian Regional Team)
� Korea
� Japan
� India
� Associates and own consultants in Indonesia, Singapore, Thailand, Malaysia
� Australia/New Zealand
MI Middle East & Africa
� UAE
� South Africa
MI Americas
� USA
� Canada
� Brazil
MI Central Europe
� Czech Rep.
� Croatia
� Greece
� Hungary
� Poland
� Slovakia
� Slovenia
3page
The Mercuri 5 Step Approach
Mercuri International is a global training and consulting organization that works with its
clients to help deliver improved business results.
Our success is based on a comprehensive 5 Step Approach that contains the tools and
techniques necessary to drive change within the organization.
Project management, administration, support & helpdesk...
Audit
Consulting
Transmission of
models developed
Implementation &
coaching
Consolidation &
empowerment
Improvement
areas
Development
of solutions
Competences
reinforcement
Transfer in
daily job
Long lasting
result
4page
Audit
Mercuri International utilise a range of analytical tools that are designed to improve the
understanding of staff and/or customers. Each can be used in isolation, but often a
combination of tools will provide the depth of understanding needed.
Customer Attitude Research Evaluation (MI-CARE)
Helps you to understand how your customer views you. Not only
does it measure how well you perform it tells you what your
customer sees as important.
Personnel Attitude Research Evaluation (MI-PARE)
Helps you to understand what you people think of the business. It
measures their attitude towards the company, their manager and
their department.
Online Competence Benchmark
Designed to measure competence and identify
development needs. You can also benchmark your people
against others from leading organizations around the world.
Sales Management Process Efficiency (SMPE)
Helps you to measure the effectiveness of the sales
managers. Used to assess the sales management process
and can benchmark managers against industry leaders.
Overall Survey Scores
31%37%
25% 27% 26%
34%30% 29% 30%
93%90%
96%
65%
80%
68%
80% 80%77%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Marke
t Information
Stra
tegy
& P
olicy
Past R
esults
Futur
e Res
ults
Pas
t Activity
Future A
ctivity
Pas
t Com
petenc
e
Future C
ompe
tenc
e
Ave
rage
Sales Management Category
Pe
rce
nta
ge
5page
Consulting
Bringing about a change in results is achieved by making
changes in a number of areas.
Mercuri understand how these changes need to happen
and can bring a wealth of experience to making change
work.
Using a proven and effective project management process
(MI-PROMS) we can help our clients to address those
details that make the difference between success and
failure.
In order to build the right solution Mercuri can rely on over
50 years of experience in business improvement.
The basis of this ability is a catalogue of knowledge in the
business improvement area that is second to none.
This knowledge is captured in over 200 “building blocks”
that help to shape the right solution for each client situation.
6page
The Training and Coaching Solution
Transmission
Mercuri International uses a number of effective
ways to develop the competences of your
people.
Each has its own value in achieving the right
change in attitude, knowledge and skills.
Business Simulations
Mercuri Business School
Virtual Training
Workshops
Tele-coaching
7page
Implementation
As business practitioners Mercuri understand the practical
implications of business decisions.
As consultants we are able to guide senior managers in
making the right policy decisions to bring about the right
results.
Helping others to perform is the essential part of the
managers role. The manager is therefore the key driver in
the implementation of new knowledge and skills.
Mercuri can coach the managers to become effective as
enablers in the business process, giving them tools,
methods and improved skills.
Improvement comes from the regular application of any
new skills.
The focus on the teams is to ensure that new ways of
working become embedded, so regular review and
development will ensure long lasting success.
8page
Consolidation
The most effective way to consolidate change is to
demonstrate how well change has been implemented.
This means showing a return on the time and money
invested in any development project. It also means sharing
success stories.
When people can see that the results of their efforts have
shown real improvement in results they will be ready for
any future challenges.
Having a long term plan that includes development for the
team shows commitment from the company and enhances
the motivation of the team to perform.
9page
Online Competence Benchmark™
The Tools
Flying high?
Most organizations in the world
recognise both the importance and
difficulty of having well equipped
customer facing people. The role of
customer facing people and those who
lead them has never been more
demanding. What skills, knowledge and
attitudes do these key people need
today and into the future? What level
are they at today and how do they
compare with others?
Know and Grow?
The Online Competence Benchmark™
is a web-based assessment tool that can
be used to identify the strengths and
weaknesses of individuals or groups of
salespeople, sales managers, customer
service people and relationship / key
account managers,. The tool is based on
our experience with over 18,000
companies across a range of sectors
and our experience of developing people
in both global players and niche market
leaders. It provides compelling insights
into the current levels of your peoples’
skills, knowledge and attitudes. It allows
you to benchmark them against
Mercuri's profiles. It identifies areas of
risk and opportunity. It can help you
plan areas for improvement and suggest
the best methods to make this happen
efficiently and effectively.
“We had high expectations when we commissioned this
work but the competence benchmarking worked far
more smoothly and has given us far greater insights
than any of us had expected!”
Head of Corporate Global Relationship
Management
Top 10 Insurance Co
10page
Online Competence Benchmark™
The Tools
����
On-line Competence Benchmark™
Tailored
Apply your language, definitions and
brand to Mercuri’s proven technology
and competence matrices.
Choose from 3 options for running the
OCB: Self-assess, Validated, 360°
Roles Available
Sales
Sales Management
Key Account Management
Customer Service
Channel Management
����
On-line Competence
Benchmark™ Unique
A fully designed, highly flexible
solution to reflect your specific
requirements
����
On-line Competence
Benchmark™ Express
Use the OCB with Mercuri's
definitions without any changes
and following a simple process
Available for teams or individuals
How does it work?
Input:
� We send each person a
personalised link and simple
instructions.
� They complete the self-assessment
online (takes 30-45 minutes)
� Option to get peer or management
review and to validate with line
manager or coach.
Output:
� Individual receives report
comparing current levels with
benchmarks.
� Business receives range of clear
powerful charts with interpretation,
conclusions and recommendations.
Fig 1. Input:
screen for self
assessment
Fig 2. Output:
Priority report
for a team
11page
MI- Customer Attitude Research Evaluation™
The Tools
The attitude of customers towards your
organisation is the most critical factor in your
continuing success.
Without a positive attitude towards the company,
its products and its staff, customers are at risk of
being lost to your competitors.
To minimise this risk, and identify opportunities to
improve customer retention and business
development, a robust and accurate way
of measuring customer attitudes
towards key aspects of the business is required.
Companies often see this type of work as a ‘nice to do’. In house resource is a luxury rarely
available. Some organizations run customer surveys , find the output isn’t as valuable as they had
hoped but are unsure why.
Some surveys produce a host of data but leaders are unclear what they should do with it, hence it
provides no benefit to the business. All of these concerns are eliminated through carrying out a MI-
CARE™.
Using a robust and proven process, Mercuri’s Customer Attitude Research Evaluation not only
identifies customer opinions, but also which aspects of your business are most important to them.
This enables us to produce a prioritized list of key actions that your business should take to have
maximum positive impact on customer relationships.
With its global reach, Mercuri International has a proven track record of delivering large,
international, multi-language customer attitude research projects against time scales. We have the
knowledge and resources necessary to ensure that the key recommendations from the analysis are
implemented within your business in each of your international territories.
Previous MI-CARE™ have examined a broad range of business issues but typically cover four key
areas. These include: Sales Team Activities, Product Characteristics, Customer Service and
Comparison -vs.- Competitors.
The research gathers both quantitative and qualitative data. The use of open questions provides a
rich source of information to confirm and add depth to the findings from the quantitative data. The
analysis can also distinguish between responses from any important sub-groups you may have.
12page
Sales Management Process Efficiency
(SMPE)
The Tools
Top sales managers follow a process for managing their people. Understanding what this process looks
like can help other managers adopt a more effective approach to managing their sales people.
The SMPE analysis is designed to identify how effective your sales managers are and where they focus
their effort. It can also enable your managers to be benchmarked against each other and against a global
database of leading companies.
The managers undertake a comprehensive survey to examine what they know and how they work in 8 key
sales management areas. This data is then validated before a detailed analysis is undertaken.
The output can rate the efficiency of each manager and identify areas of best practice. It can also predict
which of your managers are likely to achieve their sales objectives as a direct result of their management
activity.
In addition, this analysis can be used as the basis for creating a consistent and highly efficient sales
management process across the business.
13page
Mercuri International Sales Academy
The individual learning experience
The changing business environment is constantly
creating new challenges as well as new
opportunities.
For those who have responsibility for winning and
keeping customers it is essential to continually
develop their competence in line with their own
needs and those of their company.
In order to satisfy the specific needs of
individuals the Mercuri International Business
School provides a learning approach that is
flexible yet structured.
Using a web based diagnostic tool the MI
Business School can create a step-by-step
Learning Path which guides the participant
towards the most appropriate course to achieve
their learning objective.
The value of individual development
The benefits of this approach include:
� Shared experience from other businesses
� Catering for the induction of new employees
� Spreading attendance across a number of
dates in order to maintain productivity
� Allowing for more flexibility with budgets
� Giving the individual what they need most
� Support for long term career development
The Mercuri International offer
Mercuri offers a comprehensive range of
programmes designed to support all of the
essential areas of sales.
The programmes available include:
� Sales Management
� Consultative Selling
� Key Account Management
� Presentation Skills
� Negotiation Skills
� Management Development
All of the above programmes are blended with the
relevant e-learning modules to create a truly
comprehensive development experience.
14page
Blended Learning
Enhancing the learning experience
In the modern economy technology spans
many areas. Successful companies continue to
find ways to make technology work for them
and their people.
In the training environment the biggest leap
forward has been the development of e-learning
as an essential way of improving the whole
learning experience.
Mercuri International can provide access to a
wide range of e-learning modules that engage
individuals more effectively and give them more
control of their personal development.
These modules are typically linked to more
traditional classroom training, creating a
“blended” solution.
Why blending works
The benefits of blending classroom training with
e-learning are many.
� It allows for more effective implementation of
new knowledge or skills
� It enables the coach or trainer to focus on
practice and skill development when face-to-
face, using e-learning more typically for
knowledge transfer
� It reduces time away from the day job and so
maintains productivity
� It suits the flexible lifestyle of busy people
The Mercuri International offer
Mercuri has access to over 270 e-learning
modules that cover a wide range of sales and
management topics.
They include the most up-to-date and relevant
material made available from some of the top
academics and business experts in Europe.
They also include material that is linked to core
Mercuri International concepts.
You can be confident that Mercuri will provide the
right blended solution for your people and your
business.
15page
Areas of Expertise
Leadership Development
We work with senior leaders to challenge ideas, test
strategies and help them to plan for success. We can help
them to inspire, motivate and gain commitment to the
organization’s goals.
Management Development
We work with managers who need to direct, support and drive
performance in their teams. We coach and train them in order to develop
their skills and utilise the tools available to them.
Supervisory Development
We work with Team Leaders and Supervisors and equip
them with the necessary methods, tools and techniques to
get things done.
Team Development
We work with front line teams in sales and customer service to enable
them to manage relationships more effectively. We train, coach and
develop people to communicate effectively, understand others and
influence behaviour.
16page
Areas of Expertise
Celemi are a Mercuri Group company renowned
for their innovative approach to Business
Simulations.
These board game based tools create an
enormous level of individual and group
engagement by appealing to various levels of
sensory and emotional connection with
participants.
Apples and Oranges provides a broad and solid
understanding of how the financial aspects of
business impact on results and is one of the most
popular and in demand simulations.
Decision Base offers a challenging insight into
managing and leading teams and organizations by
exploring the mechanisms and consequences of
decision making.
The simulations accommodate groups of up to 24
participants and can be delivered over 1 or 2 days
dependant on what needs to be achieved within a
specific scenario.
The tools can be blended with other types of
Mercuri learning delivery to produce innovative,
exciting and memorable events which can be
tracked in terms of result impact.
Business Simulations
17page
Example Workshops
Many of the companies that we work with choose us for the extensive coverage we provide across a wide
range of topics. This helps them to build a consistent approach across the business and create links
between different departments within the business.
Some of the typical senior level programmes we provide include:
� Leading and Motivating a Team
� Planning and Decision Making for Managers
� The Impact of Leadership Style
� The Role of the Leader
� Effective Communication
� Managing High Performing Teams
We also provide specialist programmes on key commercial topics, such as:
� Finance for non-Financial People
� Effective Presentation Skills
� Selling Through Third Parties (Agencies)
� Effective Negotiation Skills
� Business Process Improvement
� Effective Project Management
Mercuri can also offer a range of professional selling skills programmes including:
� Sales Leadership Planning
� Managing Sales Performance
� Consultative Selling Skills
� Differentiated Selling
� Selling Value
� Effective Customer Service Skills
� Telephone Selling and Marketing
� Key Account Management
In addition, Mercuri are also specialists in developing client personnel capability in specialist areas such
as:
• Train the Trainer
• Coaching performance improvement
18page
Some of our International Clients