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Sandra Whittingham | Director | salesnet.ltd.uk

___________________________________________________________________________________________________________________ SALES NET. Sandra Whittingham | Director | www.salesnet.ltd.uk. isbi schools Marketing & Admissions Conference for Independent Schools 2014.

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Sandra Whittingham | Director | salesnet.ltd.uk

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  1. ___________________________________________________________________________________________________________________ SALESNET Sandra Whittingham | Director | www.salesnet.ltd.uk isbi schools Marketing & Admissions Conference for Independent Schools 2014 SalesNet Business Process Improvement TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  2. ___________________________________________________________________________________________________________________ SALESNET Success begins with planning Methods for improving strategy & planning – paving the way for the implementation of positive change TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  3. Nike: • To bring inspiration and innovation to every athlete in the world. ___________________________________________________________________________________________________________________ SALESNET Mission Statements • Amazon: • To be the most customer-centric company in the world, where people can find and discover anything they want to buy online. • Ebay: • Provide a global trading platform where practically anyone can trade practically anything. TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  4. ___________________________________________________________________________________________________________________ SALESNET 1. Value Proposition Statement • To deliver (a product or service) to (the customer) with (key attributes) so the customer can effectively achieve their objectives whist meeting (all external constraints). TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  5. ___________________________________________________________________________________________________________________ SALESNET Value Proposition Example • Key attributes: • Easy parking • Short route - (from their usual route) • Quick service • No queues TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  6. ___________________________________________________________________________________________________________________ SALESNET Value Proposition Example • To provide milk, sandwiches and other small consumables to customers on their way to work with a fast and convenient service, so that their journey to work is as time efficient as possible. TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  7. ___________________________________________________________________________________________________________________ SALESNET 1. Value Proposition Statement • To deliver (a product or service) to (the customer) with (key attributes) so the customer can effectively achieve their objectives whist meeting (all external constraints). TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  8. ___________________________________________________________________________________________________________________ SALESNET 1. Value Proposition for Schools • Some ideas: • A focused and hard working environment • Intellectuallystimulating and challenging education • Friendly, supportive and genuinely caring community • Inspirational teaching and exceptional facilities TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  9. ___________________________________________________________________________________________________________________ SALESNET Value Proposition for Schools To delight the customer needs a certain type of knowledge TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  10. ___________________________________________________________________________________________________________________ SALESNET Problem Solving WEBSITE: www.salesnet.ltd.uk EMAIL: admin@salesnet.ltd.uk TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  11. ___________________________________________________________________________________________________________________ SALESNET 2. ProblemContextDiagram Upstream process that affects this process Upstream process that affects this process Upstreamprocess thataffects this process Process where we see the problem Problem outcome process that it affects process that it affects process that it affects TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  12. ___________________________________________________________________________________________________________________ SALESNET 2. ProblemContextDiagram Upstream process that affects this process Upstream process that affects this process Upstreamprocess thataffects this process Process where we see the problem Problem outcome process that it affects process that it affects process that it affects TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  13. ___________________________________________________________________________________________________________________ SALESNET Selecting Priorities • A hypothetical problem: • The contact lists produced by the CRM / MIS for marketing purposes are inconsistent with some data fields missing and some information in the wrong fields. TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  14. ___________________________________________________________________________________________________________________ SALESNET ProblemContextDiagram Completing entry forms Inputting agent forms Data entry Incomplete data details when lists run for marketing initiatives Inconsistent data Running queries Addressing envelopes Mail merging name badges TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  15. ___________________________________________________________________________________________________________________ SALESNET Problem Context Diagram - Example • Selecting priorities: • Identify the few (20%) upstream processes that contribute most (80%) to the problem • Identify the few (20%) downstream processes that are most affected by the problem • Improve the upstream processes and measure the effect on the down stream processes. TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  16. ___________________________________________________________________________________________________________________ SALESNET Problem Context Diagram - Rules • Guidelines for selecting priorities: • Do not confuse the outcome you are experiencing with your theories about what is causing it • Identify the process that directly delivers the problem (or where the problem is seen) if many then the main one • Identify processes (verb / noun) that are upstream of the problem process • Identify the processes downstream that are affected by it TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  17. ___________________________________________________________________________________________________________________ SALESNET What stops us TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  18. ___________________________________________________________________________________________________________________ SALESNET 3 Consensus Decision Making Reason for Project Failure Research by Jack Gibb WEBSITE: www.salesnet.ltd.uk EMAIL: admin@salesnet.ltd.uk TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  19. ___________________________________________________________________________________________________________________ SALESNET 3. Consensus Decision Making • Include as many as is realistic within decision making processes • Create mechanisms for feeding outcomes back to represented groups • Listen to what all parties have to say – equally • Apply a final decision rule TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  20. ___________________________________________________________________________________________________________________ SALESNET GIBB'S Categories of Defensive & Supportive Communication Behaviours DEFENSIVE SUPPORTIVE • EVALUATION: • Judgmental statements indicating a lack of regard for the other.subtext. "I don't value you.“ • responses: counterattack, justification, • defensiveness, abandon, • communication • DESCRIPTION: • Neutral statements describing the behavior, giving it context and reporting its impact on you. • "When you put me down in front of others, I feel humiliated.“ • supportive language: "I” factual vs. • inflammatory language • CONTROL: • Speaker imposes solution(s) without regard to the needs or input of the other. • subtext "I know better than you what • you need." • PROBLEM‑ORIENTATION: • Collaboration on a solution that is satisfactory to both. • win‑win supportive language: asks instead of Tells responses: sabotage, resistance • "What do you think?" TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  21. ___________________________________________________________________________________________________________________ SALESNET GIBB'S Categories of Defensive & Supportive Communication Behaviours DEFENSIVE SUPPORTIVE • STRATEGY: • Manipulation subtext., "I don't trust you or our • relationship enough to be direct.“ • responses: resentment, resistance • SPONTANEITY: • (honesty) Direct communication with no underlying agenda • EMPATHY: • Verbal and nonverbal displays of support. • supportive language: reflective listening, paraphrasing • NEUTRALITY: • Indifference to speaker's plight. • subtext 'What is going on with you doesn't matter to me." • responses: resentment, hurt, defensiveness TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  22. ___________________________________________________________________________________________________________________ SALESNET GIBB'S Categories of Defensive & Supportive Communication Behaviours DEFENSIVE SUPPORTIVE • SUPERIORITY: • Speaker reminds you frequently of her perceived greater status. • subtext "I am someone. You aren't." • responses: delight in speaker's failures EQUALITY: Speaker may have greater talents, but communicates that she sees you as having equal worth as a person • PROVISIONALISM (flexibility): • Would rather investigate than debate. • Acknowledges others' views. • supportive language: "perhaps" • "maybe" "This is how I see it." • questions • CERTAINTY: • Sees one way: MY WAY! • Has low tolerance for disagreement. • subtext "I'm right, you're wrong." • responses: debate, delight in proving • speaker wrong TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  23. ___________________________________________________________________________________________________________________ SALESNET Summary • Value Proposition Statement – capture the essence • Problem Context Diagram – find the root causes • Consensus Decision making – do it together TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  24. ___________________________________________________________________________________________________________________ SALESNET Summary • Any questions? TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

  25. ___________________________________________________________________________________________________________________ SALESNET sandraw@salesnet.ltd.uk | 020 8334 4251 Sandra Whittingham | Director | www.salesnet.ltd.uk isbi schools Marketing & Admissions Conference for Independent Schools 2014 SalesNet Business Process Improvement TELEPHONE: 020 8334 4250 FAX: 020 8334 4297 EMAIL: admin@salesnet.ltd.uk ADDRESS: SalesNet Ltd 32 Falstaff House, Bardolph Road, Richmond, Surrey, TW9 2LH, UK

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