Industries - Transportation

PerformInsight Potential Scorecard – Transportation
	High	Medium	Low
Sales force
Customer service
Service delivery
Back office operations
Compliance/Standards maintenance
Supply chain
Distributors

Rationale:Transportation companies must align dissimilar operational functions that collectively provide the customer service and infrastructure that maintaining their customer bases. Regardless of their focus on land, sea or air or their passenger or freight cargoes, all transportation companies must balance the divergent demands of world-class service with efficient operations within a highly regulated industry. PerformInsight’s flexible solutions let transportation companies create separate performance programs for the specific demands of sales, customer service, maintenance and other functions and link each to the company’s overall strategic objectives to ensure consistency across all activities in the pursuit of a unique competitive advantage.

Example Performance Program Focuses – High Potential Opportunities:

1. Sales force:

• Ensuring familiarity with the full range of products and services
• Following company procedures in identifying buyer needs and structuring sales/solutions
• Pursuing up-sell opportunities
• Promoting affinity partner products and services to customers

• Identifying service behaviors that are consistent with best-in-class benchmarks while meeting efficiency and cost requirements
• Ensuring that customer service personnel meet service standards
• Recognizing situations in which customer service employees deliver “above and beyond” levels of service
• Identifying “fit” of employees with opportunities for career progression

• Communicating and testing employees on service standard
• Tracking and reinforcing employee compliance with service standards
• Training service personnel to identify additional sales opportunities with customers
• Training employees for new competencies/processes and tracking implementation
• Identifying “fit” of employees with opportunities for career progression

• Ensuring that back office processes are completed accurately and handed off on a timely basis
• Rapidly implementing changes in processes
• Aligning back office operations with external benchmarking, Six Sigma and other performance criteria
• Training back office personnel to identify sales opportunities in customer trends

• Training and testing employees on compliance requirements
• Tracking compliance through behavior programs
• Updating compliance programs as new regulations arise and modifying behavior programs to ensure rapid uptake of requirements

• Ensuring that distributors understand company products and services and appropriate times to promote them
• Communicating suggested sale processes to distributors
• Reinforcing compliance with sale processes - vs. outcomes - to train distributors to follow sales practices that are consistent with the company’s value proposition and brand