Integrated
Operations
Operations and construction departments throughout the contracting industry struggle to compete with
sales departments. There is usually always a conflict of some type
that needs resolution, whether internally or with a customer. Getting
both the sales and operations departments on the same page is
sometimes difficult. So it is important that each department has some
basic understanding of what the other one does. The
Leadership Training session focuses on "good communication"
practices. Both sales and operations personnel benefit from this
training.
The
operations department personnel are usually the last to know what was
sold. Therefore, they are encouraged to understand the offerings of
the company. “What are we selling? How are we selling it?” Sales
and service operations need to work together to meet the customers’
expectations. Integrating the two is one of the most valuable assets
you can demonstrate to a customer.
As
part of the sales effort, the reps are going to present the customer
with some of the advantages of using their company. One of the most
important issues the customer will want to know is: How well
integrated are the sales and operations departments? Do they
communicate? The answer has to be a resounding “YES!” In order
for a sales rep to be able to present the company well, he or she
needs a basic understanding of how the operations department works.
The sales department needs to be introduced to procedures such as:
These
are just a few of the areas that sales reps need to be comfortable
with when they are talking to a prospective customer. As well, here
are some of the areas that operation personnel need to understand
about how the sales department gets the sale:
-
Qualifying
Process
-
Financial
Review
-
Agreement
Types
-
Terms
and Conditions
-
Commitments
and Promises
There
needs to be good communication between both departments. That’s the
bottom line. If the company works together through a set of
integrated practices, the results will be improved morale, greater
profitability and overall good health of the company. Both
departments have a very important role in providing each of their
services to the customer, but it requires a team effort.
The Integrated Operations Module consists of a well developed set of
structured processes designed to encourage communication flow that
results in quality customer service. Every aspect of the follow
through process is carefully orchestrated to assure thorough
completion of all the activities required to meet the
contractor/customer obligations of a new sale. The integrated
operations process establishes a set of "best practice"
standards that go unmatched by your local competition. Review the operations module for further information.
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