od Trojan technologies inc

1. TROJAN TECHNOLOGIES INC.:
ORGANISATIONAL STRUCTURING FOR GROWTH AND CUSTOMER SERVICE
By:
Jyoti Singh
&
Reetu Pawar
Tuesday, September 30, 2014 IBMR Wilson garden Bangalore. 1

2. CONTENTS
1. Company Overview and its growth.
2. About Products and its customers.
3. Challenges and Issues.
4. Assignment Questions.
5. Learning Outcome.
6. Conclusion.
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3. 1. Company Overview and its growth
1977: Trojan was established, there were 3 staff and their goal is to
develop a feasible UV wastewater disinfection technology.
1981: The first UV disinfection system (System UV2000TM) was
installed in Tillsonburg, Ontario.
1983-84: Company generated small revenues through the sale of small
residential and industrial clean water UV system.
1991: The Second UV disinfection system (System UV3000TM) was
installed and sales around $10 Million.
1992: Company grows and a staff of 50 were placed.
1993: Trojan established a branch office in The Hague, Netherlands
and issue of IPO (Initial Public offering) on the Toronto Stock
Exchange
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4. Cont.….
 1994: Launch of UV disinfection system (System UV4000TM) and
construction of new head office with sales exceeding $20 Million.
 1995: Branch office was opened in California.
 1997: Sales revenue increased more than $50 Million and staff size
became 190.
1998-2003: in 1998 sales reach $70 Million and continue to grow by
30 % per year, and by 2003 it reached to $300 Million.
 In year 2003, Company expands and had more than 1,000 employees.
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5. 2. About Products and its customers
Trojan Technologies group of businesses, Provides innovative UV
technology for Municipal, Industrial, Residential and Research and
development.
Systems were design for:-
a) Wastewater
• TrojanUV3000PTP
• TrojanUV3000B
• TrojanUV3000Plus
• TrojanUV4000Plus
• TrojanUVFit
• TrojanUVSigna
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6. Cont...
b) Drinking Water
• TrojanUVSwiftSC
• TrojanUVSwift
• TrojanUVTorrent
c) Environmental Contaminant Treatment
• TrojanUVSwiftECT
• TrojanUVPhox
• TrojanUVTorrentECT
d) Trojan Technologies group of businesses, VIQUA provides
innovative UV technology for residential and commercial markets.
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7. • UVMAX
• Sterilight
Customer interaction process
• Quote/bid process
• Configuration of project structure
• Project shipment and system installation
• Technical support and warranty claims
• Parts order processing
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8.  93 % sales of wastewater
products.
7% sales were clean water
products.
Sales
System UV
8000 and
Aqua Uv
System UV
4000
93%
7%
System UV 4000 System UV 8000 and Aqua Uv
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9. 3. Challenges & Issues
 As the organization grew, it is difficult to know about all customers
and the current projects.
 Lack of interaction within the organization.
 Lack of communication between departments.
 No coordination among departments.
 No CRM (Customer Relationship Management)
 No defined job description and dual roles.
 No Formal training or apprenticeship program for new employees.
 Limited promotion and role development opportunities.
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10. 4. Assignment Questions
1. Customer Service and support importance:
 Handling companies issues.
 It helps to differentiate a company from its competitors.
 It helps to get repeat business from customers.
In Trojan Technologies, earlier there were few employees and work was
limited so it was easy to concentrate on each and every project.
 As the organization grew, customer service plays a vital role right
from bidding of project till replacing system’s parts.
 Service department deals with phone calls, site visits and warranty
claims.
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11. Regional
Office
Head
Office
Regional
Office
Regional
Office
2.
Regional Office:
a) Product Engineering
b) Knowledge base
c) Installations
d) Customer Service and call
centres
e) Marketing and Sales
Head office:
a) Top management
b) Central knowledge base
c) HR and training
d) Central call center
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12. 3. Early when company had less employees work is done in proactive
manner, but as the organization grows company follow the same
organization structure as it was before.
 Effective Communication between departments was less.
Work load on any particular department.
 One Department performing multiple roles.
 No formal training for new employees.
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13. 5. Learning Outcome
 Re-structuring for organization is required.
 Facilitate co-ordination between departments.
 Formal induction system and training should be introduce.
 Create specific roles and job-descriptions for each employee.
 No juggling between roles
 Veterans are given preference.
 Employees will be motivated to work if their growth plans and
opportunities available are clearly communicated.
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14. Thank You
Tuesday, September 30, 2014 IBMR Wilson garden Bangalore. 14