L/O/G/O

Case Study:

Blue Sky ThinkingCase Study:

Blue Sky Thinking Syndicate 5Muhammad Ridwan – 29112555

Machadi Dhana – 29112303

Mahammad Khadafi – 29112324

Pedro Putu Wirya – 29112565

Seto Kusparyanti – 29112306

Yuliani Dewi Risanti – 29112321

Rahdianto Maulana – 29112554

Case BackgroundCase Background

• Stagnancy of Current Business Performance of First Choice Holiday.

• Achieve the company revenue by 10% year on year.

First Choice HolidayFirst Choice Holiday

• A travel agent industry which has more 14,000 employees.

• Operation in all over 16 countries and had £ 2.6 billion turnover in 2005.

• Sell packages through its First Choice and Holiday Hypermarket retail travel outlets, call centers, online and through third-party travel agent.

Blue SkyBlue Sky

• Blue sky is consulting specialises in performance improvement in sales and customer services operation.

• The company has 20 full-time employees and 80 associates working with them.

Problem FormulationProblem Formulation• First’s choice sales conversion rates had

been static for two years.

• Need some evaluation on company performance (management and sales & marketing).

• Third party consultant to assess, analysis and startegies the actions to boost up revenue

Root Cause AnalysisRoot Cause Analysis

Stagnant revenue for 2 years

Low sales performance

Lack of knowledge

and skill

Lack of motivation to

achieve target

Unclear reward and recognition

Lack of believe in themself

Lack of believe in

their product

Customer service

satisfaction

Lack of training

Unclear requirement for minimum competency

Lack of customer

relationship skill

Unintegrated business operation

Lack of employee

recognition

Lack of management

systemUnclear KPI

Solving MethodSolving Method

• Develop and communicate a vision and strategy of company for the call center & each departement.

• Amend the KPI, effective bonus & incentive scheme, review & clarify the target.

• Redefine roles & responsibility.• Address in accurasies in forecasting.• Develop a long term training strategy such as

coaching programme, great management training, competency framework, a motivating, etc.

Changing process & implementationChanging process & implementation

• Training, which focus on:– Skills– Knowledge – Attitude

• With training approaches are: • Exploring • Showing• Practicing• Consolidating

The delivery of this ‘change management program’ was to solve the problem of FCH sales and management staffs on motivation, focus, and believe in themselves and their products. The delivery is:

• Providing a focus trough clear communication of a shared vision.

• Gaining commitment by demonstrating management commitment to the sales team by involving them in the sales training.

• Address senior management issues.

• Motivating sales team by “erection scoreboard’ on graduate bay.

• Maintain the momentum of the change management program.

Changing process & implementationChanging process & implementation

ResultResult

• Smooth Merger of Direct and Eclipse by re-energize the ‘change management program’

• Different Management Style• Average Passenger Value (APV) increase

12% on Eclipse, 16% on Direct• Mention another positive effect of the new

KPI’s and Bonus Structure in Premium seat sales, Group seating, First 4 extra sales, Gold insurance and Car hire.

Lesson LearnedLesson Learned• Management by-in (focus on improving the

management system).

• The new KPI and bonus structure had started to drive performance in all areas and giving the balance performance.

• The comprehensive training programme must be introduced that require the skills, knowledge and attitude approach.

L/O/G/O

Thank You!Thank You!