Business Equipment and Systems: The New Boss
The new boss
Background
Business equipment and systems (BES).
Based in Birmingham, England.
Sells fax machines, data projectors and slim plasma screens.
Eighteen months ago, its national sales manager, Vanessa Bryant moved to a senior management position.
Her replacement, Nigel Fraser, has been told to increase the turnover by 10% and to create a high performing sales team. However, since Nigel’s appointment the team has not been working effectively and morale in low. Last year’s sales were over 20% below target. The sales team has a mix of nationalities because BES intends to enter other European markets in the near future. Nigel Fraser is well aware that his sales team is not working well together. Before considering what action to take to improve its performance, he made some notes on the team.
Nigel’s notes on the team members: Additional problems in the sales team:
1. When the sales staff miss their targets or when customers complain. The staff blame each other or other departments. No one takes responsibility for mistakes.
2. Members of the team do not help each other enough, for example by passing on information about customers. Some members dislike each other. 3. Staff become aggressive when Nigel critics them for poor performance.
4. Morale in the department is poor. Nigel felt happier in his previous job, and he has heard people talking about the ‘good old days’ when Vanessa Bryant was running the department.
Discuss
How can Nigel turn the team performance around to achieve their target? Note: All scenarios are possible.
Background
Business equipment and systems (BES).
Based in Birmingham, England.
Sells fax machines, data projectors and slim plasma screens.
Eighteen months ago, its national sales manager, Vanessa Bryant moved to a senior management position.
Her replacement, Nigel Fraser, has been told to increase the turnover by 10% and to create a high performing sales team. However, since Nigel’s appointment the team has not been working effectively and morale in low. Last year’s sales were over 20% below target. The sales team has a mix of nationalities because BES intends to enter other European markets in the near future. Nigel Fraser is well aware that his sales team is not working well together. Before considering what action to take to improve its performance, he made some notes on the team.
Nigel’s notes on the team members: Additional problems in the sales team:
1. When the sales staff miss their targets or when customers complain. The staff blame each other or other departments. No one takes responsibility for mistakes.
2. Members of the team do not help each other enough, for example by passing on information about customers. Some members dislike each other. 3. Staff become aggressive when Nigel critics them for poor performance.
4. Morale in the department is poor. Nigel felt happier in his previous job, and he has heard people talking about the ‘good old days’ when Vanessa Bryant was running the department.
Discuss
How can Nigel turn the team performance around to achieve their target? Note: All scenarios are possible.