Managing People and Performance Essay example

5731 Words Feb 1st, 2011 23 Pages
Improvement plans for the Ericsson Sales Process – Managing process, systems and projects Henley Assignment

Jerry Mathew Student Number: 18902032

Word count: 5217

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Table of contents
1. Introduction..................................................................................................................... 3 2. Analysis of current issues with the sales process............................................................ 4 2.1 Key interfaces of the sales process ........................................................................... 4 2.2 Performance objectives............................................................................................. 8 2.2.1 Operational resource
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2. Analysis of current issues with the sales process
This section initially describes the key interfaces for sales process, the key interfaces of the process to the customer and resources of within the process. The performance objectives as well as resource capabilities are then presented. With this part of the analysis, key conflicts with the overall Ericsson strategy are also highlighted. Finally, the strategies in terms of planning, control and capacity management as well as current quality and improvement capabilities are described.

2.1 Key interfaces of the sales process

Figure 1: SIPOC diagram (adapted from P. Race (2009)) for the sales process

Figure 2 shows the key interfaces for sales process and the key interfaces of the process to the customer. The key suppliers include the global networks (BNET), services (BUGS), multi-media (BMUM) and third party solutions (3PP). These suppliers provide solutions in-terms of products and services that Ericsson use to fulfill customer requirements. The key customers include telecom operations and Enterprises as external customers as well as the various Ericsson account teams as internal customers. The Ericsson account teams are the key people resource the interface with the customer directly and comprise of: • Key account manager (KAM) responsible for maintaining relationship with customer and bringing in new…

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