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Project SPARTA

Project SPARTA. Why Choose AT&T?. - It must be our unique operating systems! - It must be our network because we’re the only ones launching LTE! - Maybe its because we are listed under “A” in the yellow pages! Wait, what are the yellow pages???

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Project SPARTA

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  1. Project SPARTA

  2. Why Choose AT&T? • - It must be our unique operating systems! • - It must be our network because we’re the only ones launching LTE! • - Maybe its because we are listed under “A” in the yellow pages! Wait, what are the yellow pages??? • JD POWER SAYS ITS THE IN-STORE CUSTOMER EXPERIENCE. • We know we are only “good” and that there is a lot of work to do if we are truly going to be great!

  3. What Are the Behaviors and How Do We Know What Right Looks Like? Are We Aligned?

  4. The 5 Key Behaviors - Welcome Customers to the store with a warm, friendly and genuine greeting. - Use the customer’s name whenever possible. - Give customers your undivided attention. - Maintain a positive attitude with every customer. - Walk customers to the door, thank them, and give a warm, friendly goodbye. These are great! But what are the “degrees of right”? We have 89 managers managing 5 key behaviors 445 different ways.

  5. 5 Key RYG Matrix

  6. Why Project SPARTA?

  7. Is This The Beginning Of The End???

  8. RESULTS MATTER! And There’s More Than One Approach!

  9. The Concept is 3000 yrs Old…. • In all fighting, the direct method may be used for joining battle, but indirect methods will be needed in order to secure victory. • Indirect tactics, efficiently applied, are inexhaustible as heaven and earth, unending as the flow of rivers and streams; like the sun and the moon, they end but to begin anew; like the four seasons, they pass away to return once more.

  10. Stick With Me….. • There are not more than 5 musical notes, yet the combination of these 5 give rise to more melodies than can ever be heard. • There are not more than 5 primary colors (blue, yellow, red, white, black) yet in combination create more hues than can ever be seen. • There are not more than 5 cardinal tastes (sour, acrid, salt, sweet, bitter), yet combinations of them yield more flavors than can ever be tasted. • There are not more than 5 key behaviors, yet when used in combination they will yield better sales results than we have ever seen!

  11. What Do The Stats Say?

  12. National Top 10 NRS By Cluster

  13. EPA Top 15 NRS Locations

  14. DCB Top 15 NRS Locations

  15. Don’t We Have Retail Technology For That?

  16. Remember When And Why? • The whiteboard was implemented about 7 years ago when the DSR was new and access was limited. This is when we first started measuring “metrics”. • - Blackberry (or blueberry) 7280 was the hot “data device” • - EDGE technology was all the rage. • - Nokia 5160’s were flying off the shelf. • - Lithium ion batteries were an R&D project. • Is the whiteboard for the managers and sellers? • OR IS IT TO MAKE US FEEL GOOD?

  17. Sorry Buddy, You’re Going Down…

  18. Where Are We Today? • - We have a Dashboard app available for android and iOS. This can be loaded on seller / mgr handsets • - We have android VPN forthcoming giving full access to PDTS and the Sales Dashboard. • - We have dashboard access at every terminal. • - We manually report numbers 4 times a day • For some reason we still have managers drawing on a whiteboard with different color markers! Really?

  19. The Key Initiatives Board

  20. Introducing…. THE SPARTA BOARD!

  21. 5 Key RYG Matrix

  22. Why Are We The Furthest Away From The Technology That We Sell???? • How Else Can Tablets Help In Retail? • - Skype App or Tango app to video conference / chat. Oh, we can demo this to customers too! • - IPOG available on android tablets. Improve compliance / sales metrics / customer experience. • - Going green! Paper observation forms on a clipboard? Really??? • - When VPN is available on android we are completely mobile!

  23. Don’t Let Steps One and Two Stop Us From Rethinking Possible!

  24. So what do we do? Anything. Something. So long as we just don’t sit there. If we screw it up, start over. Try something else. If we wait until we’ve satisfied all the uncertainties, it may be too late. Lee Iacocca

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