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This increased the level of task interdependency between KAT members, necessitating closer collaboration when performing complex multiproduct sales. Amongst other factors, Winston blamed the loss of clientele on a lack of detailed product knowledge possessed by his salespeople.
One alternative he might have contemplated was to seek the opinions of their clients.
Customer satisfaction surveys are a proactive way of identifying customer concerns, and to delve deeper into their psyche to determine what expectations they have in regards to service standards and the relationship in general. Vance Arguably, this is an action that should have been taken before activating such an audacious restructuring strategy.
Exposing the real motivations and priorities of their customers would have aided the formulation of a more tailored approach meet their needs. While the option of formal training was dismissed by Winston, the important role that is played by New York based Product Managers should not be overlooked.
To pave the way for effective knowledge sharing between salespeople and Product Managers, emphasis should be placed on building the relationship between the two parties. Their geographical dispersion is an obstacle, however, the growing use of computer-mediated communication and virtual teams is seen as an efficient way to combat such challenges.
Hertel, Geister and Konradt To support these virtual interactions, management might also consider sporadic face-to-face meetings Al-Ani, Horspool and Blighworkshops and other team building exercises social activities, for example to foster positive exchanges and trust between the relevant staff.
Winston might have encouraged mutual knowledge sharing between the Specialists and Generalists, potentially benefiting both sets of salespeople — Generalists would develop expertise in products where their experience is lacking; and, Specialists would be exposed to products outside of their fortes, further aiding their career development.
Boer, Berends, and van Baalen This view is changing however, as the obvious benefits of knowledge sharing innovation, productivity and organisational efficiency are seen to outweigh the costs. Chait The challenge to Winston in this case therefore, would lie in his ability to facilitate knowledge sharing between his salespeople.
Nevertheless, his strategy would appear to threaten this trust as it undermines the autonomy, growth prospects, and potentially the commission earnings of his top salespeople.
While resistance to organisational change is not uncommon, a range of alternatives were available to Winston which might have been preferable to his restructuring plan — namely, the use of surveys and client feedback to properly attend to customer needs, and enhanced knowledge sharing and collaboration between Product Managers and his Salespeople.
Towards developing a framework for leadership in distributed teams. A review of current empirical research.Campbell And Bailyn’s Boston Office: Managing the Reorganization C&B is one of the five largest investment bank in the world, with strong presence in all banking.
Case: Campbell and Bailyn’s Boston Office: Managing the Reorganization Executive summary: This case was about issues that Ken Winston, the regional office manager Campbell and Bailyn’s Boston Office faced with as a result of the two recent changes in organizational structure and performance management system to react to the dynamic of the industry and market.
Executive summary: This case was about issues that Ken Winston, the regional office manager Campbell and Bailyn’s Boston Office faced with as a result of the two recent changes in organizational structure and performance management system to react to the dynamic of the industry and market.
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Campbell And Bailyn’s Boston Office Case Study Help Analysis With Solution Online Glancing for case solution online puts together each minute information in one place along with the assistance of highly certified and professional tutors who has the ability to scan your mind from its core and improve the quality of education.
Campbell And Bailyn's Boston Office Case Study The ‘sub-prime’ crisis triggered by the meltdown of the US mortgage backed-securities market in was a precursor to the global financial crisis.