OPERATIONAL PERFORMANCE
IMPROVEMENT
High Technology
A leading international manufacturer of complex testing and measurement equipment and systems wanted to improve its ability to make simple sales transactions easier for customers, sell and project-manage installation of complex networked systems, and to improve its post-sale customer support function. Some key aspects of the project included:
- For complex networked systems, a refocusing of strategy to emphasize and manage the total customer relationship instead of selling individual products.
- Introduction of a project management function to manage the sale and installation of complex networked systems.
- Development and implementation of an Internet-based selling process for simple product transactions.
- Development of an integrated information technology solution to track and manage the sales and installation process from end-to-end.
- Consolidation of fragmented customer support organizations, to provide customers with a single point of contact and coordinated support for complex systems.
As a result, sales volume increased by 10% within the first year of implementation, and customer complaints regarding post-sale support decreased by 15%.
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About Dean Robb, Ph.D.
Dr. Dean Robb is President of Robb Consulting, LLC. Since 1994, he has helped numerous domestic and foreign business leaders build high-performing, innovative, entrepreneurial enterprises. His expertise combines 26 years of practical, real-world experience in corporate America with in-depth research in human and organizational systems. His website is www.robbconsulting.com. He can be reached at drobb@robbconsulting.com or at (908) 757-4721.
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