Enable distributors to maximize profitability. Key Expectations of Stakeholders
Result Outcomes to achieve expectations
Head GPMO/ Product and Aftermarket Heads
Develop a robust, industry best training process with metrics to measure success for both sales and service teams globally.
Ensure complete training to all sales and service personnel to enable improving the metrics in sales and service verticals globally. Create state-of-the art training materials (tools, platforms) for all target regions globally. Ensure effective, user-friendly training delivery to all sales and service personnel globally. Enable all regions to create and manage training roster for sales and service teams and track their progress towards achieving the result outcomes of the corresponding stakeholders. Create, track, and manage trainee rosters to meet the objectives and perform assessment of the training effectiveness.
Sales and Service Teams (Direct and Distributor)
The training process shall ensure that the sales team effectively and enable the result outcomes.
Enable improved win rate from xx% to yy%
The training material and platform shall be user-friendly with appropriate assessments and progression. Enable improved price and margin realization per the set targets Reduced field failures due to wrong selection or sizing of a product
The training process shall ensure that the service team effectively address the service needs and enable the result outcomes.
The training material and platform shall be user-friendly with appropriate assessments and progression.
End Customers
Improved customer experience in buying and after sales processes.
Proper selection and positioning of the product that will ensure reliability, performance, and pricing needs. First-time right on service Industry leading uptime Enable industry leading FTR and TTR Value added, after sales revenue to improve from xx% to yy% Customer Satisfaction (CSAT) on service support to improve from xx% to yy% Enable improved CSAT from xx to yy Enable improved win rate from xx% to yy% Enable industry leading FTR and TTR
Distributor Principals
Enable distributors to maximize profitability Enable lowest "time" and therefore "cost" to service in the industry
Defining Enabling Outcomes:
Result Outcomes to achieve expectations
Enabling outcomes to achieve results outcomes
Sales
Enable improved win rate from xx% to yy% Develop industry-best and user-friendly training process that ensures appropriate content creation, use of industry best tools and platforms. Enable improved price and margin realization per the set targets Create levels of training and establish frequency of training as required Effective delivery of training content through all required modes Reduced field failures due to wrong selection or sizing of a product Track and measure progress of the sales personnel Enable industry leading FTR and TTR Value added, after sales revenue to improve from xx% to yy% Customer Satisfaction (CSAT) on service support to improve from xx% to yy%
Service
Develop industry-best and user-friendly training process that ensures appropriate content creation, use of industry best tools and platforms. Create levels of training and establish frequency of training as required. Effective delivery of training content through all required modes Track and measure progress of the service personnel