Reinvigorate Corporate SalesA large multinational corporation was struggling to adapt its 75-year-old sales process to changing market conditions. Sales were stagnant, largely due to difficulty attracting new customers.
Rigorous Sales Certification ProgramTo reinvigorate its sales department, the company needed to make a seismic shift in its approach to sales. To facilitate this needed change, the Chatfield Group developed a new, customer-centric approach to sales that took the form of a redesigned Sales Certification program centered on five key components: Territory Management, Business Development, Presentation Excellence, Performance Management, and People Development. By focusing on these five components, and by constantly challenging salespeople to meet and exceed customer expectations, the company was able to increase market share through targeted “go-to-market” sales activities.
Through consultation with management, and by conducting focus groups, process mapping, train-the-trainer sessions, and emotional intelligence (EQ) workshops, Chatfield consultants were able to initiate change throughout the multinational sales force. At the conclusion of the engagement, the client recognized a 53% increase in average sales, a 30% increase in close rate, and a 31% increase in product mix.
Filed in: Talent Development
Streamline Technical TrainingA leading telecom company needed to reduce the cost of educating PBX technicians. Its five one-week sessions spread over two years were too great a draw on critical company resources.
Develop Blended Learning ProgramTo streamline technical training, Chatfield consultants took a blended learning approach to the design and development of new courseware. The company’s new curriculum included mentoring, on-the-job activities, self-paced assignments, job aids, and computer-based instruction as well as team discussions, tests, and a one-week facilitated workshop to create a cohesive and effective training program.
The bottom-line impact: The revamped training program achieved a $500,000 reduction in annual travel expenses and created $125,000 in new revenue on top of a 400% return on investment.
Strengthen Performance Management Across Business UnitsA Fortune 100 packaging company serving industrial and consumer markets needed to address performance management issues following the merger of several packaging units.
Training Workshops Focusing on Performance Review Process & Communications SkillsThe Chatfield Group developed and facilitated management training workshops at multiple U.S. locations of the packaging company, focusing on performance management basics and the core communications skills needed to manage performance.
With feedback from the sessions, The Chatfield Group teamed with the client’s HR staff to create an improved performance management system for the merged businesses.
Retain Key Talent while Building Bench StrengthHistorically, turnover was largely a non-issue for the regional branch of a prestigious federal agency employing nearly 500 scientists, engineers, economists and other highly skilled professionals. Today, however, the agency faces major talent shortages due to an aging workforce.
Develop Customized HR Planning Process to Address Recruitment & RetentionTo address the prospect of significant staff shortages in the future, The Chatfield Group developed a customized HR Planning Process designed to strengthen the agency’s recruitment and retention efforts.
The project included development of a customized competency model, management training, and training of a facilitation team to implement an organization-wide talent-assessment process.
Eliminate High Employee TurnoverA mid-sized technology company experiencing high turnover among its employees needed to address its turnover issues.
Use Focus Groups to Identify Reasons for High Turnover and Generate Ideas for ImprovementTo determine the root causes for the company’s high turnover, The Chatfield Group conducted a series of focus groups at the firm’s primary operating facilities. The lack of a clear chain of command and poor communications were identified as key concerns. So, too, were the needs to improve employee orientation and to provide training and development opportunities for both managers and employees. After analyzing staff feedback, The Chatfield Group teamed with company management to implement the following six-step plan to correct organizational deficiencies:
- Step 1: Expand Management Ranks – To clarify reporting relationships and improve functional management, the company created a layer of departmental management. Under the company’s revised organizational structure, Department Managers take the lead in communicating with employees on a day-to-day basis, in coaching employees on performance, and developing employee capabilities.
- Step 2: Launch Onboarding Program for New Hires – To increase retention of new employees, the company developed an onboarding program designed to make New Hires feel comfortable and productive in their new work environments from Day One. Hiring Managers developed an Onboarding Plan for each New Hire to address practical concerns of both the new employee and the Hiring Manager. Topics included 1) key people for the New Hire to know; 2) tools of the trade, such as computer log-ins and directory structures, file-naming conventions and reference materials; 3) a review of job basics, including the New Hire’s job description; 4) a “starter” assignment in which the new employee works independently to quickly add value with minimal supervision. To check on New Hire progress, Hiring Managers and HR schedule formal reviews with New Hires after they have been with the company for 90 days.
- Step 3: Strengthen Corporate Communications – A number of focus-group participants expressed the need for more frequent communications from the company. To address this issue, the company launched a company intranet designed to share lessons learned, project updates, job descriptions, job titles and contact information. It developed additional forums for discussion. And it began conducting exit interviews with departing employees to continue gathering feedback about the factors underlying its employee turnover challenges.
- Step 4: Improve Benefit Communications – In response to focus-group feedback about the need for a better understanding of employee benefits, the company benchmarked its current benefit plans with industry standards. During benefit-enrollment periods, it met with employees in small groups to provide them with an overview of company benefits and announce benefit changes. In addition to strengthening some benefit options, the company also began providing vacation accrual information on employee paychecks.
- Step 5: Introduce Performance Appraisal System – To provide greater clarity with regard to performance expectations, the company introduced a performance appraisal system that includes goal-setting, ongoing performance feedback, employee development and coaching. Training managers on setting goals and providing feedback was given high priority.
- Step 6: Provide Training & Development Opportunities – Many employee suggestions focused on the need for better management training. In response, the company developed a multifaceted T&D program that included Quarterly Workshops for Managers covering topics such as Maintaining a Strong Customer Focus, Interviewing Skills for Managers, and Coaching for High Performance. To build its management pipeline, the company introduced a Leadership Development Program. And to respond to employees’ thirst for learning opportunities, the company launched a series of “Lunch ‘n’ Learn” seminars for all employees.
Strengthen Executive DevelopmentA Fortune 500 financial institution was seeking new ways to improve its leadership capabilities.
The Chatfield Group suggested that the firm leverage its performance appraisal process as a means to enhance management development opportunities for its executive team.
Leverage 360-Feedback Process as Development Tool for Group ExecutivesPerformance appraisal for top executives included a progressive, competency-based 360-feedback process administered by The Chatfield Group as well as executive coaching.
The Chatfield Group worked with the firm’s Human Resources group to apply insights gained from the 360-feedback process to strengthen the firm’s executive development program.
Support Business Ramp-Up with Just-in-Time Custom TrainingA global shipping leader with an expanding US presence needed help building a training curriculum to address the development needs of its employees, managers and new hires. The company was searching for a cost-effective means to help employees develop core leadership skills, starting with an introduction to its new performance management process.
After assessing its training & development options, the company elected to develop customized workshops incorporating the company’s philosophy and core competencies. Although the company’s expert training staff would facilitate the workshops, the company lacked the time to develop the workshops internally.
Customized Training Incorporating Core CompetenciesThe company selected the Chatfield Group to partner with its Director of Training to develop a comprehensive training curriculum designed to meet the development needs of the firm’s US employees over a three-year period.
Innovative, turn-key workshops are the primary delivery vehicle for the new training and development curriculum, which can be adapted, as needed, to address changing business requirements. The workshops – which were designed to reinforce core competencies and build essential leadership and management skills – incorporate design flexibility as well as customized branding and design.
Topics covered in the new training & development curriculum include Performance Management, Behavioral Interviewing, Basics of Management & Leadership, Career Development, Emotional Intelligence, Conflict Management, and Essential Communications Skills.