PRESENTATION SAMPLE Jim Saylor Issue u Organization

PRESENTATION SAMPLE Jim Saylor

Issue u Organization needs to GROW in the future PROFITABILITY

Current Dilemma - How To Get There?

What Is Some of the Baggage?

What Is the Current Situation?

What Is the Solution?

Guidelines for Reorganization u Establish a Sense of Urgency (Need) – Focus on customer and competition (RESULTS) u Form a Powerful Management Team to Champion Change – Leadership u u u u Create the Vision - Then constantly communicate it Involve key people to build teamwork Do something and then continuously improve Provide training immediately and long-term Empower others to act - make accountable Make rewards and punishments known Ensure short term wins (RESULTS)

What is the Need (Urgency)? u General and Individual Customer Needs – customers buy benefits u Competitive Marketplace – differentiate a commodity through value of benefits of doing business with Elkay u Maximize Responsiveness to Customer – focus on delivery to customer process u Gross Profit Margins – Cost Management (More effective existing resources) – Price competitive u Foundation to the Future

Vision/Mission u Vision – Organization that is responsive to its customers (internal and external). u Mission – Optimize organization to grow market

From Service To Response u u u Our Customers want benefits (products and/or services) Our Benefits must have value Different customers want different benefits Profits determined by ability to provide specific benefits to customers Cost for customer includes price plus hassle (eliminate hassle) Customers interact with customer contact people Management’s role to facilitate customer-supplier relationships People must be continuously learning to get more product/value to customers Use forecasting and continual interaction to reduce unexpected variation Organize to respond to any customer request Develop systems, networks, and teams Focus on customer satisfaction and cost management

Reorganization Means u Customer Care (Response) u Performance RESULTS with success criteria u Teamwork implicit as part of Job u Job Enrichment u High People Participation u Incentives for Excellence u Employee Satisfaction

Overriding Goal u Make Profit (Profit Margin) » Increase Revenues by Getting, Growing and Keeping Customers » Cost as % of sales same or lower

Measures of Success u Primary Objectives (Metrics) » ROI (Plan) » Customer Satisfaction » Operational Performance u u u Just-In-Time Availability Quality (On and Out) » Employee Performance

Target Results u Sales – Growth in # Custom – Growth in # Stock (A, B, C accounts) – Growth in # Total u Customer Response Center – % Upgrade of Orders – % Satisfy customer one call – Time to respond to customers u u Order Management – Reduce order cycle (stock/custom) – Availability (95/5) – On-time Product (Meet Promised Date) (stock/custom) Distribution – Just-In-Time Delivery (Speed)

Together for Customer u Sales Support u Customer Response u Order Management u Distribution

Proposed Reorganization

How u Provide Vision u Redesign Process Flow for Customer Response u Define Duties and Responsibilities u Specify Metrics and Measures (RESULTS) u Establish Accountability for success u Develop Action Plan with timeline u Implement Action Plan

Implementation Plan u Management Support – June 2 - 6 u Announce New Organization – June 9 u Individual Consultation – June 9 - 10 u Individual Commitment – NLT June 11 u Training Period – June 12 - 20 u Implementation – June 23

Training - Key to Success u Manager Orientation u Customer Response u Telephone Sales u Key Processes – – – Stock Order Entry Custom Quote and Order Entry Sample Process Technical Information Pricing Policy and Procedure

What Will Be the Results?

What’s Next? u u u Commitment to Proceed with Action Plan Communicate Vision for Success Work Compensation Program (Short/Long) Design Workspace and Move People Persistence to: – Care Harder – Keep Score – Install a New Culture u u Lead by Example Understand Barriers to Success