Jim Chelius HR Case Competition (Prelim)
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Powerpoint made by team Intelligo Global for the preliminary round of the Jim Chelius HR Case Competition at Rutgers University.
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Jim Chelius HR Case Competition (Prelim)
- 1. JIM CHELIUS HR CASE COMPETITION Sponsored by Dow Jones October 19, 2013
- 2. Dennis M. Friend Kassia F. Leon Vidhi M. Shah Maria Luisa Vasquez
- 4. PROBLEM
- 5. Limited Variety No access to Pharmacist Lack of Personalization Old Pharmacy Model Closed Floor Plan Product Industry
- 6. Self Service Face to Face Communication with Pharmacist Personalized Service Wider Product Assortment New Pharmacy Model Open Floor Plan Service Industry
- 7. The Situation There is a void between understanding the new customer and delivering a superior, personalized customer experience.
- 8. ANALYSIS
- 9. Business Model Present Future • Differentiation • Low Cost • Customer Experience • Niche Market
- 11. Challenges • Understand Customer Expectations • Conveying Importance of Training • Implementing Training
- 12. Challenges • Cost Efficiency • Evaluation Procedures • Ensure Retention and Transfer
- 13. Percentage Customer Loss 70% 68% 66% 64% 62% Percentage Customer Loss 60% 58% 56% 54% 2007 n = 5000 (Mattioli, 2010) 2008 2009
- 14. SunPharma has acknowledged the problems it faces with meeting the new expectations of customers, and the shortcomings with customer service training. This makes it easier to implement solutions and ameliorate shortcomings.
- 15. SOLUTIONS
- 17. Specific Measureable Achievable Realistic Timely • Increase Customer Satisfaction • By 4% • To make it achievable, • We have ensured realistic training • Each quarter.
- 20. New Mission Statement We have PRIDE
- 21. P • Personal R • Responsibility I • In D • Delivering E • Excellence
- 22. Use the LEAR Method Listen Empathize Ask Resolve
- 23. Measure Success Reactions Behavior and Skill ROI Learner Satisfaction Interpersonal, Technical, Motor Skills Identification and comparison of learning benefits with costs Surveys & Interviews Tests, Observations Self, peer, customer Ratings Economic Value
- 24. FINAL THOUGHTS
- 25. “Being comfortable one on one with customers, colleagues and bosses means being comfortable with yourself and confident in your abilities.”
Editor's Notes
- Our problem is that our customers are dissatisfied.
- We are living in the past, our physical environment has changed, but our human capital has not.
- We need to move to a new business model
- Classroom training for the 36 license holders. They intern train new hires and associate pharmacists.Supplemented by online videos and podcasts. Allow standard information. Highly portable.Shadowing Allows new hires hands on experience directed by a knowledge experience.Evaluations. Online tests Immediate feedback
- Simplicity to convey information.Customers are non-technical.Less is more.Flexibility.Rotational training.Everyone can pitch in during high traffic hours.Answer basic customer queries.Rigor:An adherence to quality and standards.
- Mnemonic device which is a mental checklist pharmacists use to address customer needs.
- ReactionsRefers to trainee’s perception of the programBehavior and Skill360 evaluationsAcquisition or learning of skillsChange of behaviorROIRefers to comparing the training’s monetary benefits with the cost of the trainingExpense v. BenefitsAre we retaining and gaining customers.