Management Excellence

Transcription

1 To help protect your privacy, PowerPoint prevented this external picture from being automatically downloaded. To download and display this picture, click Options in the Message Bar, and then click Enable external content. Business Activity Management Excellence November 13, 2008

2 Who We Are Fusion Learning - Shared Purpose The Sales Effectiveness source: Passionate & practical learning leaders Committed to collaborative performance solutions that work! Enabling Clients to embed sales culture Our mantra is Enabling and Embedding Sales Performance. Enabling means developing targeted individual capabilities Embedding means implementing simple, integrated and performance sustaining processes Fusion Learning Business Activity Management Excellence pg 2

3 Who trusts Fusion for support? Fusion Learning Business Activity Management Excellence pg 3

4 Session Objectives 1. Learn about best practices from BDC on how to make Business Activity Management sustainable and alive in the workplace. 2. Provide Practical Sales Management principles that can be applied within your organization. 3. Share details on how this initiative is being measured through a Learning Evaluation study by the Canadian Society for Training and Development; funded by Human Resources and Social Development Canada (HRSDC). Fusion Learning Business Activity Management Excellence pg 4

5 World Map Fusion Learning Business Activity Management Excellence pg 5 pg 5

6 World Map Questions: 1. What observations do you have of the map presented? 2. What did the cartographer who created map try to show? 3. How are you feeling about this new map? 4. How does this exercise relate to Business Activity Management Excellence? 5. What learning from this exercise can help us with our journey to achieving Business Activity Management Excellence? Fusion Learning Business Activity Management Excellence pg 6

7 Presenters for Today Jacinthe Higgins Director, Learning & Leadership Strategies Diane Martel Senior Advisor, Learning Strategies Fusion Learning Business Activity Management Excellence pg 7

8 Business Development Bank of Canada Crown Corporation established in 1945 Mission to foster and support the development of small & medium-size business in Canada Three lines of business commercial lending, consulting services and venture capital Network of 94 branches, 1,700 full-time employees, and serve 27,000 clients Portfolio of over $ 10 Billion Deliver over 2,000 consulting mandates per year Fusion Learning Business Activity Management Excellence pg 8

9 Top Employer/Top Company for Leaders BDC as an employer of choice Canada s Top 100 Employers 2007, 2008, 2009 and one of Montreal s Top 10 Employers 30 Best Pension and Benefit Plans 2007 and 2008 (rank #1) Top Companies for Leaders North America Bersin and Associates 2007 Learning Award for Leadership Development Excellence Best Employers for New Canadians 2008 award Fusion Learning Business Activity Management Excellence pg 9

10 Current State vs. Desired State Current State Strong entrepreneurial spirit (want to retain) Empowerment culture Strong analytical and technical competence Close Deals presented Deal vs. portfolio growth orientation Results-driven management Individual Account Manager view Personal relationships Commitment to pipeline management varies Desired State Entrepreneurial + disciplined sales management approach Accountability + coaching culture Technical and coaching competence Active prospecting/constantly leveraging professional and personal networks Balance between relationship and portfolio growth orientation Results focus and activity-driven management Individual + area view to business Consultative relationships High commitment and accountability to accurate & robust pipeline management Fusion Learning Business Activity Management Excellence pg 10

11 Business Activity Management Guiding Principles Activity Review & Coach AM/CMs on preparing an Individual Action Plan Frequency Yearly World Class One-on-Ones One-on-One Meeting (30 to 60 minute meeting with each direct report) to review Individual Action Plan and track progress. Monthly Sales Team Meetings Team meeting to share success, build capability and motivate team to higher levels of sales performance Weekly Pipeline & Activity Reviews Review CREM reports to help support sales activity Accompanied Visits Spend time on Phone/Accompanied Coaching and assist with Business Development on an as need basis. For instance, new AM/CMs will require more of your time (ie. 50% of all calls during the first two months) Monthly (min.) to Weekly (max.) Weekly Consistent activity up to 50% of time with new AM/CM; reinforcement coaching for existing AM/CMs Fusion Learning Business Activity Management Excellence pg 11

12 Knowledge or Skill Level Before Training Activity Average Before Training 1. Apply the Five Sales Coaching Skills model 27% 2. Use an Effective Feedback Model 31% 3. Lead Successful One-on-One Meetings (Applying the Model) 4. Diagnose & Review Sales Pipeline with Account Managers 5. Apply model for handling Account Manager resistance 6. Apply the Accompanied Visits process (prepare, observe, evaluate selling skills) 32% 50% 32% 60% Fusion Learning Business Activity Management Excellence pg 12

13 Business Activity Management Excellence Learning Objectives: Enhance coaching skills to instill discipline, consistency and efficiency in business development activities Complement and support existing sales training provided to account managers (Business Development Essentials/Building Strategic Relationship) Learn to create value for our Account Managers Learning Architecture BAME I Webinar I BAME II 5. Prepare Classroom Training (2 days) Application Activities (1.5 hours) Classroom Training (1 day) Webinar II Self Paced (1-2 hours) Coaching Sales Results Application Activities (1.5 hours) Fusion Learning Business Activity Management Excellence pg 13

14 To help protect your privacy, PowerPoint prevented this external picture from being automatically downloaded. To download and display this picture, click Options in the Message Bar, and then click Enable external content. Business Activity Management Excellence Overview of Key Concepts

15 Sales Manager s job is NOT to create sales. Sales Manager s job is to create SALESPEOPLE. Fusion Learning Business Activity Management Excellence pg 15

16 Are you a Captain? OR Are you a Coach? Fusion Learning Business Activity Management Excellence pg 16

17 Business Activity Management Core Elements Skills Process & Tools Attitude/Environment Fusion Learning Business Activity Management Excellence pg 17

18 Managing Performance World Class One-on-Ones What: Monthly sit down meeting with Direct Reports to review individual performance and create action plan for next month that will help them achieve Individual Action Plan. Key Factors: Direct Report Feelings & Facts Level of Activities Strengths/Areas Needing Focus Pipeline Management Referral Activity Best Practise: Create a regular meeting in Outlook monthly with each of your AM/CMs. Make these meetings a priority do not cancel them. Fusion Learning Business Activity Management Excellence pg 18

19 Individual Action Plan Printout of Sales Metrics (ex. CREM Reports) One-on-One AM/CM: Manager: Date: Big Picture: Opening Question: AM/CM Green Flags: a) 3. AM/CM Red Flags a) b) b) 2. Manager Green Flags: a) 4. Manager Red Flags a) b) Sales Results, Pipeline and Activities Help Needed (Manager Action Plan): b) AM/CM Action Plan: EMPLOYEE NAME Fusion Learning Business Activity Management Excellence pg 19

20 A One-on-One AM/CM: Manager: Date: Big Picture: Opening Question: 1. AM/CM Green Flags: a) b) C AM/CM Red Flags a) 2. Manager Green Flags: 4. Manager Red Flags a) a) b) D Sales Results, Pipeline and Activities Help Needed (Manager Action Plan): F C b) b) AM/CM Action Plan: E C A. Review last few meetings B. Review Sales Results, Pipeline and Activities C. Prepare Big Picture Questions on One-on- One Form and label the 10 point scale D. Write two Green Flags on One-on-One Form E. Write two Red Flags on One-on-One Form F. Write quick notes to help guide tactical discussion in Pipeline, Activities and Sales Results Fusion Learning Business Activity Management Excellence pg 20

21 Productive One-on-Ones: Repetitive One-on-Ones: Fusion Learning Business Activity Management Excellence pg 21

22 One-on-One Conversation - Structure OPEN Connect Why meet WIIFM (AM/CM) Timing ENGAGE Big Picture Green Flags Red Flags Sales Pipeline Help Required Action Plan CONCLUDE Summary Next Steps Fusion Learning Business Activity Management Excellence pg 22

23 5 Step Effective Feedback Model Did well Do differently in future 1 3 Account Manager / Consulting Manager What did you do well? What is one thing you would do differently next time? 2 4 Manager Here is what I saw you do well Build Confidence In future, I would like you to Build Skill 5Cause clear & specific action plan Fusion Learning Business Activity Management Excellence pg 23

24 Accompanied Visits BEFORE: PREPARE 1. Review Contact Planner, including Meeting Goals 2. Set Roles DURING: DEVELOP OBSERVE DURING: DEVELOP CLIENT SELL MODEL OBSERVE 3. Identify Selling Skills to Observe AM/CM ASSESS MANAGER 4. Discuss Signs AFTER: COACH Did well Do differently in future 1 3 Account Manager / Consulting Manager What did you do well? What is one thing you would do differently next time? 2 4 Manager Here is what I saw you do well Build Confidence In future, I would like you to Build Skill 5 Cause clear & specific action plan Fusion Learning Business Activity Management Excellence pg 24

25 Dissecting Buying/Selling Process: Funnel Management Presales process allows for consistent inflow of opportunities Presales cycle Enter into Pipeline Proactive Focus Managing Activities to build Relationship s with Prospects, Professionals and Clients Pending New Loan Consulting Mandate A systematic and disciplined sales approach distinguishes between presales and sales cycle Fusion Learning Business Activity Management Excellence pg 25

26 Managing Performance Weekly Pipeline and Activity Review Generic Sales Funnel: INPUT PROSPECTS THROUGHPUT PENDING SALES CYCLE TIME OUTPUT NEW LOANS/MANDATES Fusion Learning Business Activity Management Excellence pg 26

27 Managing Performance Weekly Pipeline and Activity Review Common Pipelines: Healthy False Hope Anorexic Constipated LOTS LOTS LITTLE LOTS LOTS LOTS LITTLE LITTLE LOTS LITTLE LITTLE LITTLE SKILL GAP: None a) Closing b) Priority Needs Development c) Targeting a) Acquiring Opportunities b) Activity Management a) Priority Needs Development b) Sales Call Structure (first appointment) Fusion Learning Business Activity Management Excellence pg 27

28 Business Activity Management Exercise Purpose Assess your Sales Organization s current state (pre-training). Process 1. Use tool on next page to evaluate current state of your Sales Management team. 2. Be prepared to share one insight with large group. Timing 10 minutes Fusion Learning Business Activity Management Excellence pg 28

29 Assess Your Sales Organization s Current State (Pre-training) Objectives Pre-Training 1. Use an Effective Feedback Model NA 2. Lead Successful One-on-One Meetings (Applying a Model) NA 3. Diagnose & Review Sales Pipeline with Account Managers NA 4. Apply the Accompanied Visits Process (prepare, observe, evaluate selling skills) NA Scale: Very Poor Poor Average Good Very Good Not Applicable N/A Fusion Learning Business Activity Management Excellence pg 29

30 To help protect your privacy, PowerPoint prevented this external picture from being automatically downloaded. To download and display this picture, click Options in the Message Bar, and then click Enable external content. Impact/Measurement/Evaluation

31 Learning Evaluation Evaluation was done as a part of the Investing in People initiative Project funded by HRSDC as part of the Workplace Skills initiative CSTD project headed up by Allan Bailey and Lynette Gillis of Learning Designs Online Fusion Learning Business Activity Management Excellence pg 31

32 ROI Measurement Tools 1. Self Assessments Immediate impact Job Impact questionnaire Effective practices audit 2. Hard Data on the Business Impact 3. Focus Groups Branch Managers Account managers Executives Performance Areas Apply the Five Sales Coaching Skills model Use an effective feedback model Lead successful One-on-one Meetings (applying the model) Diagnose and review sales pipeline with Account Managers Apply model for handling Account Manager resistance Apply the Accompanied Visits process (prepare, observe, evaluate selling skills) Not Applicable Not at All To a Great Extent 5 NA NA NA NA NA NA If there are other aspects of your job that you are doing more effectively, efficiently, or better as a result of training, briefly describe these improvements: Fusion Learning Business Activity Management Excellence pg 32

33 Immediate Impact Level 2 Assess your knowledge or skill level in the area before and after the program. Activity Average Before Training Average After Training Gain 1. Apply the Five Sales Coaching Skills model 27% 89% 62% 2. Use an Effective Feedback Model 31% 92% 62% 3. Lead Successful One-on-One Meetings (Applying the Model) 32% 97% 65% 4. Diagnose & Review Sales Pipeline with Account Managers 50% 90% 40% 5. Apply model for handling Account Manager resistance 32% 79% 46% 6. Apply the Accompanied Visits process (prepare, observe, evaluate selling skills) 60% 96% 36% Fusion Learning Business Activity Management Excellence pg 33

34 Job Impact Level 3 Activity How Comfortable? Did you apply it? Did it improve performance? 1. Apply the Five Sales Coaching Skills model 86% 91% 84% 2. Use an Effective Feedback Model 3. Lead Successful One-on-One Meetings (Applying the Model) 4. Diagnose & Review Sales Pipeline with Account Managers 5. Apply model for handling Account Manager resistance 6. Apply the Accompanied Visits process (prepare, observe, evaluate selling skills) 96% 95% 90% 97% 86% 87% 93% 75% 78% 79% 83% 78% 94% 83% 86% Fusion Learning Business Activity Management Excellence pg 34

35 Additional Feedback Question Average How personally motivated are you to apply this learning to your job? 97% How well developed are your plans for applying the learning to your job? 84% How would you describe this program? Credible Practical Relevant Essential 93% 91% 92% 93% Fusion Learning Business Activity Management Excellence pg 35

36 Lessons Learned 1. Strong collaboration is required between internal resources and external partner to: articulate learning architecture; customize design; ensure training delivery is real and practical 2. Sponsorship and endorsement of Senior Leaders; they must walk the talk and model the behavior - use the techniques & help BM truly understand how to apply skills. 3. Promote Progress vs. Perfection. 4. Follow-up, follow-up, follow-up. Fusion Learning Business Activity Management Excellence pg 36

37 Why Partner with Fusion Based on an RFP on the market. Finalist amongst eight well known firms specialized in Sales Management and Leadership. Fusion Learning won our business: Understood our specific needs, unique culture and business issues Total flexibility - Content, customization of solution Sales & Coaching Performance experts High degree of professionalism and talent Learning solution innovative design (2d+w+1d+w) High standard of excellence that is woven into everything they do. Demonstrated that they walk the talk! Fusion Learning Business Activity Management Excellence pg 37

38 Q+A Discussion Diane Martel Senior Advisor, Learning Strategies Jacinthe Higgins Director, Learning & Leadership Strategies Kevin Higgins Managing Partner, Fusion Learning Fusion Learning Business Activity Management Excellence pg 38

39 Did We Deliver? 1. Learn about best practices from BDC on how to make Business Activity Management sustainable and alive in the workplace. 2. Provide Practical Sales Management principles that can be applied within your organization. 3. Share details on how this initiative is being measured through a Learning Evaluation study by the Canadian Society for Training and Development; funded by Human Resources and Social Development Canada (HRSDC) Fusion Learning Business Activity Management Excellence pg 39

40 To help protect your privacy, PowerPoint prevented this external picture from being automatically downloaded. To download and display this picture, click Options in the Message Bar, and then click Enable external content.