ON-TIME PACKAGE DELIVERY

Lingnan University

SELLING AND SALES MANAGEMENT

Team 5

FADDA José Luis

GARCÍA ORTIZ Esteban

KLENKE Sebastian

MOHR Felix

CASE STUDY: On Time Package Delivery

AGENDA

1. COMPANY BACKGROUND

2. MAIN ISSUES

3. SOLUTIONS PRESENTED

4. CONCLUSION

SOLUTIONS

PROBLEMS AND ISSUES IDENTIFIED

1. COMPANY BACKGROUND

COMMUNICATION

COMMUNICATION FAMILY AND PERSONAL ISSUES

ON-TIME PACKAGE DELIVERY

- Located in Sydney, Australia

- It was founded in 1980

- The first Idea was to provide a quick courrier service

- The company grew when other investors entered in the business

- Information provided is fragmented  1 channel (App); clustered in topics

- To have 2 company meetings per year ( to discuss big changes; inform the employees; increase motivation and company culture / spirit)

To have monthly web-meetings with the sales force (giving direction; mid-management level)

- To have weekly meetings of the sales force (On mondays, to start off the week and discuss challenges and goals)

- Introduce a Newsletter

- To use a Chatroom

SALES FORCE

PRESENT SITUATION

1. Sales Representatives

a) Generates new businesses

b) Maintains a good customer relationship

c) Smaller Clients

2. Key Account Managers

a) Increases in sales for each account

b) Scores customer satisfaction

c) Major Businesses

- Located in four cities

- It has a privilege client portfolio, like Law Offices.

- Annual sales of around AUD 50 million.

- Average industry growth of 8%

- Working Mom

- Some say "This Job is getting difficult"

Low motivation from Key Account Managers and Sales

Representatives (Sales Force)

Clients are resistant, they don’t give any follow up.

Unawareness of changes made in the system

A lot of e-mails sent to the Sales Force’s mailboxes

TECHNOLOGY AND SERVICES COMPETITION

FAMILY AND PERSONAL ISSUES

-To promote a family-friendly work environment (nursery)

- To offer personal development support

COMPETITION

-To make comparison with competitors (BENCHMARKING)

-To have a better info about own products (USPs; advantages; graphics as info material)

TECHNOLOGY AND SERVICES

- Proper use of ITs (App; Webinars; Chatroom)

- To make a process alignment (having 1 source for all of the information; "like a Wiki" thus, we'll have clustered in topics)

CONCLUSIONS

- Difficulties when introducing the new lines of Value Added Services

- Competition is pushing hard these days

PROBLEM

- Stagnation in growth – overall industry is growing --> reasons to find in our own company

CAUSES

- Identification of several issues – major causes were related to contentment and stagnation

SOLUTIONS

- Improvement in Communication,Competitiveness, Technology and Work-Life-Balance

ACTION

- Meeting of Wayne Jacobsen, senior VP of Sales with all district managers --> elaboration of action plan for immediate implementation

- Lack of Service

- Some think the clients make “unreasonable demands”

- Competence is offering a similar package of services to the customers at a lower price. OTPD doesn’t have a good answer for them clients and that happens lot lately

- Excessive persuasion from Sales Force to customers

- Mistakes on entering data on the system and complicated procedures.

- “So many changes to our services, forms, pricing, and overall business model that it’s difficult to keep up with them.”