On Time Package Delivery

Raman Kumar (110)

Ravi Basvapattan (111)
Steven Sam (150)
Uddipta Basu (163)
Varun Motwani (169)
Company Overview
On Time Package Delivery
Operates in the US across 4 Districts New York,
Boston, Washington DC, & Philadelphia
Niche services focusing on express intra-city
package delivery
Sales of just more than $50 million
Major clients included Law Firms & Consultants
OTPDs annual growth is only 4%, even though
average industry average growth is 8%
SVP Wayne Jacobson tries to find out issues which
stalls the growth
Analysis & Findings
Lack of proper communication within the
system
Lack of knowledge about the companys
products and services
Lack of knowledge about competitors products
and services
Lack of proper training for salesforce
Lack of proper customer feedback
Personal & Family issues faced by employees
preventing them from performing

Recommendations & Solutions
Communication
Daily status calls to be made by Sales representatives
to KAMs
KAMs to send daily reports to District Manager with
segregated data on each product/service provided by
the company
District Manager to analyze reports, and report to VP
on a bi-weekly basis
KAMs to critically analyze issues faced by salespeople,
and report to District Managers
VP to have monthly meetings with DMs
Recommendations & Solutions
Training & Development
Immediate training sessions to be conducted for
all employees pertaining to new products and
services introduced, & competitor products and
pricing
Half yearly training & evaluation (tests) to be
conducted for salesforce mandatory for all
Hire external agency to train salesforce on
improving sales skills
Recommendations & Solutions
Employee Motivation
Performance evaluation based on achievement of
sales targets
Top 8 performers across all districts to be
rewarded with financial/non-financial incentives
eg., 10% of salary to be paid as bonus or
Performer of the Month recognitions
Promotions for all employees to be based on
performance, and not experience alone

Recommendations & Solutions
Customer Feedback
Online portal to be established for customers to
provide instant feedback on company services
KAMs to address customer grievances within 24 hours
of reporting of issue
If issue not resolved within 24 hours, alert escalated to
District Manager and Central Office

Central office to take stringent actions in case of severe
service faults
KAMs and Salesforce performance evaluated on the
basis of customer feedback

Recommendations & Solutions
Personal Issues
For High performers like Carol (KAMs & above)
policies like
Work from Home (as per necessity) or
Reduction in Work load in terms of Key Accounts
can be suggested to maintain their level of
motivation Short term arrangement
However, strict sales goals should be assigned to
KAMs & DMs towards increasing sales

Recommendations & Solutions
Compensation Review
Company board should review the compensation
package for employees
Focus more on commission based compensation
than fixed package
Telephone and travel expenses to be limited based
on hierarchy
Thank You