investment in comprehensive rollout tools and communications
In 2007, Daniel Follette assisted Acumen Design
with program development and documents for Shell's new OILCHANGE+
offering designed to generate more revenue from service station
bays. After a six-month pilot, primarily in Argentina, Acumen and
Follette were asked to refine the offering. During that time, Follette
interviewed pilot program managers. His findings strongly indicated
that success hinged on an extremely clear implementation process,
comprehensive tools and effective rollout communications. Shell
accepted the recommendations provided through Acumen.
Implementation task model
The tool set and communications package was
based on a detailed behavioral implementation task model developed
by Follette using the company’s proprietary SkillForge™
software. The model identified the sequence and dependency of tasks;
the job titles of country/region and local implementation teams;
and the distribution of those tasks. This information enabled the
team to sequence the focus and detail of communications to implementation
teams and provide the appropriate tools for each step of the implementation
process, beginning with the first contact with a retail site manager.
product literature suite for channel sales
Working through Acumen Design, with a team
leader in Bogota and content providers around the world, Daniel
Follette developed a comprehensive literature suite for all channel
sales lines of busines.
One of the drivers for the program was the
fact that fdistributors’ sales representatives frequently
know very little about the channels or what motivates customers’
purchases. The literature answered this concern several ways. First,
the literature provided basic information about each channel so
that the representative would be aware of what drove each channel’s
business. Second, the literature was formatted and written so that
it provided the structure for an intelligent, effective sales presentation.
Third, the literature grouped the elements of the value proposition
into packaged programs that addressed specific business drivers.
processes, metrics and change management save over $20 million for
major waste handler
The economics of maintenance have become
increasingly important and Daniel Follette, Inc. has been working
closely with some of its clients to save millions of dollars. These
projects have a number of components in common: using enterprise
strategy--not local practices--to drive maintenance;
standard, explicit processes for planning,
scheduling and executing maintenance work; metrics
for maintenance work processes; regular review
of metrics as all levels; compensation tied to
metrics; and comprehensive employee training.
you'd like to read more about any of these projects, select "case
studies"from the right-hand menu.