BPI Portrait of Desired Behaviors – Examples
Behavioral Model: | |
Account Management Lab | |
E-Mail & DistrictNET Database | |
Overall Expected Outcomes - Improved Communications Process | Business Case for Change - Improved Communications Process |
| Customer Satisfaction
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Intra-District Operations | |
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Inter-District Operations | |
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Reinforcements and Consequences Needed
Old Job Behaviors | Organizational and Job Impacts of Reengineering | Desired Outcomes with New Process/System | Preparatory Behaviors Leading to Outcomes | Behaviors to Sustain the Outcomes |
Pickup phone and/or pencil; no thought as to how past “fits” with future needs. |
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Take action “just in time” as instant reaction to request or need. |
| More effective management of time in handling customer needs and requests through creating & setting expectations | Develop Time Mgt & Sales Day Planning skills (T/A) |
✔ = Most Critica
Account Management Lab Behavioural Model
Account Plan
1 New daily routine
- Mandatory
- Disciplined
- Specific Tasks ie prepare yourself, work your tactics, gather information timely date entry
High Level New Behaviour/As-IS | New Behaviour To-Be | Measure | Prepatory Behaviours/ Potential Approach | Impact - Positive: Individual & Business | |
1 | We don’t understand the customer’s players | We need to understand the prospect’s organization and develop a functional coach within |
| Less wasted time on the wrong person or strategy | |
2 | Our Comfort zone is with the user (operations guy), not the decision maker (executive) ie talk trucks instead of business solutions; interface with operations not decision maker | We must approach the prospect’s organization differently. First, user is one of many need for collaboration to best solution and rep makes that clear at the start of the relationship. Once the rep understands the organization, he/she can cultivate and build the appropriate relationship with executive level decision makers |
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3 | No assessment of political environment | Analyze and strategize around the political environment |
| More effective sales approach; less wasted time on no-win situations |
Account Management Lab Behavioural Model
Account Plan
2 “See” and “think” about your customer differently Organizational Analyst
High Level New Behaviour/As-IS | New Behaviour To-Be | Measure | Prepatory Behaviours/ Potential Approach | Impact - Positive: Individual & Business | |
1 | We don’t understand the customer’s players | We need to understand the prospect’s organization and develop a functional coach within |
| Less wasted time on the wrong person or strategy | |
2 | Our Comfort zone is with the user (operations guy), not the decision maker (executive) ie talk trucks instead of business solutions; interface with operations not decision maker | We must approach the prospect’s organization differently. First, user is one of many need for collaboration to best solution and rep makes that clear at the start of the relationship. Once therep understands the 0rganization, he/she can cultivate and build the appropriate relationship with executive level decision makers |
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3 | No assessment of political environment | Analyze and strategize around the political environment |
| More effective sales approach; less wasted time on no-win situations |
√ = Most Critica
The following is an example of desired behaviors developed by External Consultant during a reengineering effort for a steel manufacture
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