pms_manager stumbles

8/3/2019 PMS_manager Stumbles

1/14

When a manager

stumbles, whos at

faultGroup 2 :

Submitted By:

Ankesh Jindal (11PGHR06)

Manish Shukla (11PGHR26)

Megha Jain (11PGHR28)

Nitish Mittal (11PGHR33)

Ritvik Sharma (11PGHR42)

Sivia Goyal(11PGHR50)


2/14

Case Facts :

y Protagonist : Rafferty Goldstone

y Organization : Bulwark Securities

y Case History : Goldstones Profile :

y MBA from Kellogg

y 8 years as a Sales Repy Now testing waters in the filed of management .

y Turning point : Promotion to Manager at

y Pramingham, Massachusetts

yGoldstones dream and belief :

making a move into management at Framingham

Do unto the reps as you would have done unto you


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The actual test begins with ..

A strict requirement ofadherence to 5-pound policy

manual

5-day management orientationprogram

High expectations unleashnew products, implement

better customer service, etc

Lone focus on targets Youhave to hit quota

And then top managementsays Thank you, and all the

best.


4/14

The problems in hand ..

Enhanced pressure to improve sales .

Lack of a proper relationship between management and the salesreps.

Issue in handling workers personal problems

Modest knowledge on how to improve buy-in at the organization


5/14

Further the situation intensifieswith ..


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The probable reasons :

y Absence of proper mentoring and coaching program

y More Focus on Financial targets and sales rather than abalance between both behavioral and Monetary changes

.y Lack of proper training for Leadership and Management

competencies

y Low or no informal social interactive sessions or teambuilding initiatives .


7/14

Recommendations :

Clear and well defined goals in sync with the Organizationsstrategy be made known to the employees .

Comprehensive and well structured mentoring program inplace.

Constant one-on-one coaching and performanceassessment

Proper skills assessment and analysis needs to performed

before considering an employee for promotion .

Not necessary that a good performer will prove to be agood manager too .


8/14

Role DescriptionTasks

y Planning, Staffing, Directing, Performance Evaluation

y Cater to customer complaints

y Meeting of monthly quotas - operational records,profitability

y New product familiarization i.e. Plus Service Account


9/14

Role Description ContinuedKnowledge

y Customer needs assessment

y Efficient utilization of company resources,

y Administration,

y Introducing and promoting different products, sales,

marketing,


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Abilities:

y Coordination, Handling of crunch situations,adaptability, decision making, persuasion, time

management, coaching and mentoring

Attributes/ Competencies:

y Motivating, Keeps his cool, morale booster, easilyapproachable, continuous learner, flexible


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Goalsy Focus on 20% increase in overall profitability and 50% decrease in

customer complaints through a Meticulous and detailed planning.

y Implementation of proper time management

y High interactions among the employees specially working in a team .

y Managing stress for the team and for self

y Well defined target charts and devising path to be adopted

y Product Familiarization: Explain to managers about the benefits ofselling Plus Service account and reaching the desired goals within 3

monthsy Reduced attrition


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KPIs for GoldstoneType Description Weightage Timeline

Learning &Development

30%

Attend Training Modulesto learn PeopleManagement Skills &Time Management

10% By Aug96

Confidence buildingmeetings with Repsabout Bulwarkstransition to Servicesfrom Heavy Products

10% As early aspossible

Meetings to educate

Reps about NewServices

10% Monthly or asrequired

Customer

20%

Set Achieve NILcustomer complaintsKRA for all Reps

Monthly


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KPIs for Goldstone contd.Type Description Weightage Timeline

Financial 40%Set Individual SalesTargetsFor ExperiencedReps to $1mnFor new Reps to$60K by Aug96

20%

By Aug96

Achieve adherenceto Sales targets forall products

20% Every month

Systems &Processes 10%

Compliance totimelines forPerformance

Appraisals and filingexpense, legal&

other admin forms

Monthly


14/14

Thank You

pms_manager stumbles

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