Projects

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Good business tools require better on-the-job support

Diversity in the marketplace training

Building next generation leaders

Marketing a consulting company to potential candidates

Customizing proprietary training

Good business tools require better on-the-job support and help

The need A sales goal-setting tool was not being used by sales professionals. Managers didn’t consistently use the tool to track and monitor sales. This large insurance company recognized that goal-setting is a key element in improving sales results. Getting people to use the tool was the first step. Challenges Programming and software constraints prevented me and my Singularity Group colleague from recommending changes to the business planning tool itself. This common challenge requires an imaginative response. Response We designed online, on-the-job support that went far beyond a help system. The step-by-step learning unit:

• Modeled the way to develop realistic, challenging sales goals
• Modeled the prospecting goals and sales activity required to achieve the forecast
• Defined and provided advice about all inputs, calculations, and features

We augmented this best-practice support with a stage-setting video by the division head, and introduced persuasive research on the value and results of goal setting. My role Collaborated on learning design, designed the layout, and wrote the interactive, on-the-job support. Collaborated closely with e-learning resources. Wrote promotional message to introduce the tool to users in which I highlighted the benefits of using the tool in concert with new on-the-job support. Results As use of the sales planning tool rose over the next year, sales managers reported that the gap between forecast and sales closed.

Diversity in the Marketplace Training

Need As part of a large beverage company’s commitment to diversity, colleagues and I created a unit that extended the diversity training curriculum by building a module on the hidden impact that assumptions about team members can have on teamwork and field execution. Challenges Balancing the limited time allotted for program delivery (less than an hour before the start of the work day), skill practice, and setting realistic goals for adoption. Response The concise, manager-led program introduced a model for engaging in conversation about perceptions and real differences to operational teams. Skill practice required role-played conversations using very simple situations in which team and sales goals were threatened by perceived lack of respect among team members or customer and team members. To ensure adoption, we provided drill and practice and printed the model on a wallet-card. We streamlined the program by focusing learning objectives on the teamwork behavior and shortfalls that directly affect daily operational goals by which they are measured. Results Respecting diversity in teams was introduced to field employees across the US. The conversation model has become the standard for discussing issues of respect and other potentially challenging conversations. My role Exercise and materials developer, design collaborator, train-the-trainer partner with colleagues. I worked with a diversity expert and a long-time Beacon Alliance partner.

Building Next Generation Leaders

Need A large insurance company that is committed to developing leaders and managers from within individual business agencies called for a new workshop that integrated education, skill building, and expectation-setting for high potential agents whose goal was to become Agency Directors. Challenges The client required that the program address a matrix of topics, of which many were conceived as short lectures on, for example, products or demographic trends, by guests available during narrow time windows. The response After establishing instructional and aspirational objectives, a Singularity Group partner and I coached high-performing agency directors, marketing team members, and external consultants to deliver concise presentations. We augmented these by collaborating with presenters and creating skill, knowledge, and development planning exercises. Learners make public commitments toward achieving their development goals with mentors and managers. My role Guest speaker wrangler, presentation and exercises developer, project and implementation manager. I also enjoyed high-level project leadership from my Impact Performance Group partners.

Marketing a consulting company to potential candidates

Need During the dot com boom, this consulting company faced fierce competition for talent at the top schools from which it draws associates and consultants. Challenges To enrich the redesigned web site with content that portrayed intellectual challenges of BCG’s consulting work and qualities of the company culture that would inspire candidates to choose BCG over other consulting companies. Accomplishments

• Launched the first web site designed to promote a unique offering of the firm’s intellectual property under the bcg.com umbrella (www.workonomics.com)
• Influenced the development of office-specific sites recruiting sites to take advantage of worldwide branding while communicating the distinct character of regional and local offices.

My role Managing editor and content producer; project manager. Managed freelance and staff content contributors; ensured consonance of online/off line brand messaging; oversaw interactive agency relationship; managed ongoing maintenance and troubleshooting projects.

Customizing Proprietary Training

The fast-growing training company Impact Performance Group builds customized training programs based on proprietary skill models that develop interviewing, coaching, selling, and customer service, and other skills. Accomplishments: Dozens of role play and case study situations written that reflect the business issues, managing and coaching challenges, and sales situations in which client company’s people find themselves and widely used to develop interviewing, coaching, selling, and service skills. My role: Client-facing development partner: research and write case studies; develop exercises and role plays. Design collaborator. Results: During my collaboration with Impact Performance Group, our work has changed the sales processes, improved business results, and developed the careers of thousands of sales and service professionals at large financial services, insurance, banking, and manufacturing companies.