BPS is a firm that gives consultancy services to companies in order to let them assess the savings because of decreased procurement costs and increased performance of the suppliers. However, the management is worried about the sales team’s performance which has been low. Very few new clients have joined and the performance in retaining the old clients has been disappointing. The directors feel that the sales support is unable to give any further support to the business. The sales support on the other hand is complaining about the unorganized divisions in the industries. The industry is becoming increasingly competitive and such inefficiencies might hinder the company’s performance in obtaining new business. The new sales support director is asked to present on the issues faced by the sales support division and recommending strategies for increasing performances.
1- What are the organizational and operational issues associated with this case?
2- What factors contributed to the company’s decision to organize the sales team by industry?
A- What factors contributed to the company’s decision to organize the Sales Support group in a hybrid structure?
B- What aspects of the sales processes are most valued by customers?
3- What alternatives are available for dealing with the problems in the Sales Support group?
A- How did you evaluate the alternatives?
B- What actions should Christy Connor propose to Brandon Ali?
4- How do you think each of the major internal stakeholders, specifically Brandon Ali, Chuck Dee, Jane Albright, the Sales Team, and Sales Support group, will react to your proposed solution?
5- Who are the major external stakeholders? How do you think each of the major external stakeholders, specifically current customers and prospective customers, will react to your proposed solution?