Differentiators
Strategy Foundation
What makes us Different?
Customized Solutions
Quantified Value
Integration
Global Reach
Deployment
“We deliver competitive advantage to our customer’s global supply chain”
Seeing the “Whole Picture”
The “Elephant” Represents the Organization—Its mission, goals, needs, and strategies.
How much of the “Elephant” do you Know before creating a solution?
Can yoursolution be
as good withoutseeing the entire
“Elephant”?
What happens ifyou move forwardwith a partial viewof the “elephant”?
Elephant’sAss
Seeing the “Whole Picture”
The “Elephant” Represents the Organization—Its mission, goals & strategies, problems, and needs.
How much of the “Elephant” do you Know before creating a solution?
Can yoursolution be
as good withoutseeing the entire
“Elephant”?Probe
Goals
Problem
Needs
“SSP”
(Pain Points)
What happens ifyou move forwardwith a partial viewof the “elephant”?
Seeing the “Whole Picture”
Thinking, Doing, and Being the “Elephant”
Intimacyis getting
To know the “Whole Elephant”
Customer Expectations
Review withRegional VP of
Sales & Marketing
Documents whatthe customer
expects
CustomerExpectations
Service LevelAgreement (SLA)
On-going Operation
Standard OperatingProcedure (SOP)
Involve Operationsin preparation
Documents Customer’sExpectations
& is the basis forImplementation
Documentsthe SoldSolution
Get CustomerAcceptance and ApprovalOf Solution to be Deployed
Implementation Process
Measurement& Reporting
SLA vs. SOP
What we agree to do How we are to do it
SLA(Service Level Agreement)
Necessary for business to start
Service ExpectationsTermsRatesKPIs (Key Performance Indicators)Relationship Overview
SOP(Standard Operating Procedure)
Can only be derived from an SLA
Process DescriptionProcess MapsDetailed ProceduresCommunicationRatesKPIs
SLA / Goal Alignment Matrix
Goal Alignment Matrix
"See the Elephant"
MissionStrategies
TacticsValues
Customer Motives UTi Motives/Solution How customer defines success12345678
Needs"F"inancial, "S"trategic, "P"ersonal
Is alignment satisfactory?
Timeframe1234 5678
Customer Success Definition
Metric Responsibility
Transportationo Serviceo KPIso Terms
Order Managemento Serviceo KPIso Terms
Brokerageo Serviceo KPIso Terms
Warehousingo Serviceo KPIso Terms
Financial Tactical
Goal Alignment Customer/Operational (Internal. & External)
Who (UTi) Action Due dateWho (the customer)
Follow upEnabling tools
Customer Expectations
Review withRegional VP of
Sales & Marketing
Documents whatthe customer
expects
CustomerExpectations
Service LevelAgreement (SLA)
On-going Operation
Standard OperatingProcedure (SOP)
Involve Operationsin preparation
Documents Customer’sExpectations
& is the basis forImplementation
Documentsthe SoldSolution
Get CustomerAcceptance and ApprovalOf Solution to be Deployed
Implementation Process
Measurement& Reporting
Implementation Process
Common Problems:Takes Too LongPoorly ExecutedToo many Ongoing Errors
Salesperson closes a deal
Customer RequirementsReviewed and Documented
Implementation Manager Assigned
Implementation Team Formed
Solution Validated
Service GapsIdentified
Implementation PlanAgreed to
Implementation PlanExecuted
Implementation Reviewed with
Customer
Hand Over to Ongoing Account
Management Team
Thorough UnderstandingOf Customer Needs will
Eliminate Moving TargetsAnd Continuous Implementation
Implementation Managers and Team Members
Bring the Right SkillsTo Get the Job Done
Standard Process to SpeedUp Implementation Times
and Improve Results
Customer Reviews to Ensure that We’ve
Hit the Mark!
Implementation Process
Implementation Team Functional Roles:
Project Management
SalesOperations
Compliance
I.T.
TrainingFinance
The actual size and makeup of the team will depend on the size and scope of the implementation.
Account Management
Implementation Resources
Implementation Manager Sales Account Manager Operations Compliance Finance Training I.T.Project Management Selling Skills Relationship
DevelopmentUTi Product Knowledge
Brokerage Cash to Cash Measuring competence eMpower Suite
Process Mapping Facilitation Skills Operations Minded Understanding of Service Levels
Hazmat DSO Needs analysis skills EDI
Implementation Experience at UTi
International Coordination
Organized Vendor/Payment Dept of Commerce
P&L Updates or Changes to Process
Database
Customer Focused Solution Development
Methodical eMpower FMC Financial Analysis eMpower Portals
Ability to interact w/customer
Develop Initial Relationship w/Cust
Ability to get results through people
Relationship between ops sys & eMpower
Drawback Billing Cycle Local Systems Middleware
Listening Skills Close Initial Piece of Business
Ability to maneuver in large organizations
End-to-End ops Vertical industry ratio analysis
Reference Materials Local Systems
Financial Understanding Dynamic Able to identify opportunities
Documentation credit / billing Train the Trainer System Mapping
Communications Skills Aggressive Field Relationships Cap Ex Targets (cust / internal) Needs Assessment
Strong Relationships inside UTi
Creative Understanding of Core Processes
ROI Intranet Planning / Optimization
Presentation Skills Thrill of the Kill Mindset Quality Management
Gain Sharing Conf Calls / Placeware Warehousing EXE
Freight Forwarding Experience Audit & Review
Legal (trade finance) On-Site Operating System Experience
Facilitation SkillsReporting Leases CBT B.I.
Negotiating Skills Metrics & Measurement
Documentation Skills (material Development) Java
Roles:
Ski
lls:
Customer Expectations
Review withRegional VP of
Sales & Marketing
Documents whatthe customer
expects
CustomerExpectations
Service LevelAgreement (SLA)
On-going Operation
Standard OperatingProcedure (SOP)
Involve Operationsin preparation
Documents Customer’sExpectations
& is the basis forImplementation
Documentsthe SoldSolution
Get CustomerAcceptance and ApprovalOf Solution to be Deployed
Implementation Process
Measurement& Reporting
SOP On-line
Process Overview for Each Critical Process:-Process Owner-Process Trigger-Process Inputs-Process Outputs
Customer Expectations
Review withRegional VP of
Sales & Marketing
Documents whatthe customer
expects
CustomerExpectations
Service LevelAgreement (SLA)
On-going Operation
Standard OperatingProcedure (SOP)
Involve Operationsin preparation
Documents Customer’sExpectations
& is the basis forImplementation
Documentsthe SoldSolution
Get CustomerAcceptance and ApprovalOf Solution to be Deployed
Implementation Process
Measurement& Reporting
On-Line SOP Benefits (UTi’s Intranet
SOPs
ConsistentFormat &Content
SOPsConsistentFormat &Content
SOPsConsistentFormat &Content
SOPsConsistentFormat &Content
SOPsConsistentFormat &Content
Distribution to allparties
SOPsRevisions
Revisionsmade quickly
& easilymanaged
Easy accessto SOPs forall parties
Inzalo(Intranet)
Customer Expectations
Measurement& Reporting
Identifiesopportunitiesfor improvement& objectivegoal attainment
CustomerExpectations
Thorough understandingof customer expectations
Service LevelAgreement (SLA)
Creates a Service Level Agreement that ensures we have a proper solution
Implementation Process
Drives the implementationteam to implement thesolution
Standard OperatingProcedure (SOP)
Leads to creating & postingof an operating procedure
On-going OperationPermits consistentglobal service
Top Related