Total Quality Logistics (TQL), a freight brokerage company based in Milford, Ohio, has grown immensely since inception in June of 2005. With employee growth of 174% in just 9 years and an 191% increase in revenues, TQL needs to implement a plan that can help the company manage its employees while maintaining its reputable quality of service and revenue.
TQL's founders, Ryan Legg and Ken Oaks, had direct oversight of every broker during the early years of the business. But as the business grew and the demands of the company increased, less time was available for the founders to personally oversee their employees. However, the founders were not willing to sacrifice performance because the company's reputation of integrity and outstanding service were the differentiating features from competition in the freight brokerage field.
SWOT ANALYSIS
As a company who provides a service for their customers, TQL has great strength in honesty with customers and freight companies. The founders saw some of the unethical practices used in business by other brokers and decided at inception of their business they would show fairness with their business contacts as a competitive advantage. Another strength of TQL is their customer service team. Unlike many competitors, TQL is available to their customers 24 hours a day, 7 days a week, and 365 days a year. TQL also keeps in close contact with drivers of freight companies carrying customer loads to ensure that everything runs smoothly throughout the delivery process.
Although TQL maintains good honest relationships and has a dedicated customer service team, the company has taken key broker reps from a job they are performing very well at and moved them to a management position. As a result, ...
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...es not take place. Sales supervisor positions must hold good managerial traits. Since these positions will not maintain accounts, the movements of an account executive to this position will disrupt a team and may result in lost revenues.
ACTION
TQL can put a single sales supervisor into place and divide teams and appoint team leaders immediately. Due to the lack of managerial experience among the account executives the Executive Sales Managers may wish to hold the sales supervisor position until a manager can be placed and properly trained. During this time, non-montary methods of rewards should be discussed for the team leaders duties. TQL should start low and move up with rewards based on performance as a team leader. Some may currently act as an unofficial team leader and may not expect significant reimbursement and TQL should take advantage of these persons.
As the salespeople’s immediate supervisor, it is the primary responsibility of the manager to provide proper training to enhance the salespersons’ effectiveness and improve their skills. Given the importance of having a productive and enthusiastic sales team, the manager needs to develop and manage effective reward and compensation packages to ensure a highly motivated and satisfied sales force. Sales managers also ensure that the company 's standards of professionalism, image, and branding are consistent with the sales team’s interaction with company customers. The manager 's presence also makes customers feel valued as well as provide credibility on behalf of the company (Pilling, Donthu, & Henson,
The leadership of an authoritative figure can create success or lead to failure in an organization. The medium-sized manufacturing company, Microstar Industries, has the ability to be successful and collaborative. But in order to achieve this goal, all departments and employees within the company need to work together cohesively and coherently. The following report will address the following problems determined in the sales departments:
Each of the company’s 82 stores is operated by a SM, who has a lot of autonomy. The 82 store are organized into 9 geographical regions. The RMs are responsible for providing oversight and advice to the SMs, whom had little formal education. On the top of these two manager levels are the CMs, who are responsible for a range of centralized functions including purchasing, human resources, marketing, real estate, and investor relations.
The newly appointed district sales manager, Larry Barr, faces the problem of allocating sales quotas among his various sales representatives. This decision will affect everyone's earnings including his own. This problem is compounded by the fact that different territories have, for a variety of reasons, different potentials. In addition, the territory that is known to be the toughest will soon require a new sales rep.
Omni Logistics is a 3PL business that specializes in transportation services that can be customized to customer’s needs. Teams of dedicated professionals aim to remove risk and variability in the products and suppliers of their clients. Moreover, Omni tailors their services to meet the unique needs of each individual client by combining a unique team, technology, and personal processes. Omni’s program solutions include domestic (air and ground), international (air and sea), air charter, full truck load, LTL rater, security and risk management, White Glove Solutions, distribution, information technology, and business sector solutions.
...on John McCracken as the new VP of Sales in Q109. What steps should McCracken take to mitigate the problems in sales?
This can be achieved by providing opportunity for growth, recognition, responsibilities and challenges (Sincero, 2012). The staff in the customer service team should be provided opportunity to take on challenging tasks. One example is through job rotation. As they might find their jobs to be less “glamourous”, staffs can be rotated amongst the customer service team with the sales team. Customer service employees can be sent for sales techniques classes, whereas sales staff can be sent for customer services courses. This will enhance their capabilities and allow them to perform job rotation effectively. Staffs should also be rotated with ground supervisory roles. For example, every day, one staff will be appointed as a team leader. The team leader will be responsible for the day operations and will have decision making roles. This will allow everyone to have a chance to have supervisory roles and experience. Recognition should be given to promising staffs, in the form of promotions, praises and awards. Allan and Wendy should also come out with a pledge and remind the employees on the mission of the company. The recitation of this pledge should be done daily, so as to promote a sense of belonging, loyalty and responsibility to the
“While Total Quality Management has proven to be an effective process for improving organizational functioning, its value can only be assured through a comprehensive and well thought out implementation process” (Packard, 1995). Implementing TQM requires large scale change. Change can be difficult in a culture where patterns have been ingrained. However, the survival of the company is dependent upon the change. Change is not just focused on the customer but also on the entire culture of the organization, its belief systems and decision making processes. Changes done according to a plan are usually successful.
Total Quality Management is a management philosophy driven by customer needs and expectations. TQM focuses on quality and builds a management method based on full employee involvement. Its aim is to achieve long-term successful management through long-term customer
Sales people are motivated to the degree that he or she believes '(1) effort will yield acceptable performance, (2) performance will be rewarded, and (3) the value of the rewards is highly positive' (2003, p.20). For sales people to reap rewards or benefits, they first need to know the expectancy of their position. During this first stage, the managers will layout the training that is needed and will set their goals. The managers are also responsible for continued follow up and coaching. Often times this type of follow up is accomplished on the sales floor, so they may continue to have a high level of performance. The coaching is kept positive so that the sales person may continue to exert a higher level of performance. Floor coaching and setting the standards helps sales people see and understand the performance levels that are required. It is also up to the manager to choose highly talented people that are able to accomplish the sales goals that are given.
... an important part when it comes to sales for a company because a sales manager directs their salesman as to where they will sell product. Though there are many other jobs in the career field, one of these many jobs to enjoy is being a sales manager. This job position is an exciting, fun job with many duties.
2. Kinicki, Angelo, Williams, Brian Management, a practical introduction, Second Edition. New York, New York, McGraw-Hill 2006/2003
“Logistic is the process of planning, implementing and controlling the efficient, effective flow of goods storage of goods, services and related information from the point of origin to the point of consumption for the purpose of conforming to customer requirements”
Robbins, Stephen P., David A. DeCenzo, and Mary K. Coulter. Fundamentals of Management: Essential Concepts and Applications. 7th ed. Upper Saddle River, NJ:
With the current revolution in the corporate world, many organizations find the need to keep up with the set trends in the corporate scene. This is essential for them to maintain relevance as well as achieve set targets and strategic objectives. One of the aspects business management is sales personnel management. This is an important business aspect that can lead to efficiency, as well as effectiveness in business, if executed accordingly. This study will seek to analyze the various tools and techniques used in sales personnel management.