Group – 5
Section - 'B'
Table of Contents
Executive Summary……………………………………………………………………………...3
Problem Statement……………………………………………………………………………….4
Alternate Solutions……………………………………………………………………………….4
Evaluation of Options……………………………………………………………………………4
Recommendations……………………………………………………………………………….5
Action Plan………………………………………………………………………………………...5
Page 3 of 5
Executive Summary
Problem Statement
What should Westerly do to effectively communicate and implement her new proposal
despite the rejection and disapproval from the field consultants and Regional Sales Directors?
Alternate Solutions
1. As Westerly has the support of her boss Tim Roeder, Heinz van Hoorn and Director of
Sales Klaus Kirstoff she must continue designing the execution plan based on her analysis
without consulting RSDs and best field consultants.
2. She must involve RSDs and field consultants to know their requirements in implementing
call pattern change and designing its proper execution plan. She must tell them the
advantages of her proposal and its effectiveness to get their approval.
3. She must give incentives to the field consultants to invest more time to large potential
customers.
4. She must hire new field consultants who will be dedicated to look after the large customers.
Evaluation of Options
1. Continue designing the execution plan based on her analysis without consulting
RSDs and best field consultants:
This option is not viable at all because it will make the sales force and RSDs angry. They
will be forced to work for large clients for more time. Their reluctance may decrease the
service quality. Therefore, the company may lose few big clients and profitability will not
increase. Employees are required to be trained to handle large clients and call pattern
change, which require significant amount of investment. But lack of interest may lead to
employee turnover.
2. Involve RSDs and field consultants in making necessary changes and convey them the
advantages of her proposal:
This approach seems to be very feasible because the execution plan will take care of the
problems faced by field consultants. However, this execution will be little time consuming
but the sales force will be motivated to work towards acquiring big customers. A well
designed training program and sales manual are required but the motivated sales force
will eventually give a greater revenue. Risk is minimum because there will be low
resistance from work force.
Page 5 of 5
3. She must give incentives to the field consultants to invest more time to large potential
customers:
The main motivating factors are converting customers and solving their problems.
Personal benefit is not the driving force behind the success of field consultants. It requires
company to give some margin to sales force but they will be reluctant to switch to large
customers, which are difficult and time consuming to convert. If they are forced then the
relationship with current customers will deteriorate. Sales approach will also be changed
which all may not accept.
4. She must hire new field consultants who will be dedicated to look after the large
customers:
Hiring new recruits requires a lot of effort, time and cost. Sometimes hiring proper talent is
also a big challenge. The training program will consume a lot of money. Besides, the old
employees will not accept them properly because new recruits will be exclusively working
on big companies. This will create cultural disparity inside the organization. There will be
lack of coo-operation between old and new employees. This can be detrimental to
organization’s development as a whole.
Recommendations
We would like to recommend second option i.e. Jess Westerly must involve RSDs and field
consultants in making necessary changes to her execution plan and convey them the advantages
of her proposal in order to convince them.
Action Plan
Westerly must call the RSDs and best consultants to discuss about the matter.
Previously she sent the memo without consulting with anyone. This made the field
consultants and RSDs dissatisfied. This time she needs to be more inclusive as they are
the persons who interact with the customers, understand their requirements, sale the
products and build effective relationship.
She must communicate the advantages of her proposal. He must convince them how it
will benefit the company and the customer.
She must target a few potential big clients and implement her plan only to those areas
rather executing it everywhere.
Implementation will be gradual based on the success of previous phases and she must
take feedback of the RSDs, consultants and developers.