JIM CHELIUS HR CASE

COMPETITION

Sponsored by Dow JonesOctober 19, 2013

Dennis M. Friend

Kassia F. Leon

Vidhi M. Shah

Maria Luisa Vasquez

Problem

Analysis

Conclusion

Solution

PROBLEM

Old

Pharmacy

Model

No access to

Pharmacist

Limited Variety

Lack of

Personalization

Product

Industry

Closed Floor

Plan

New

Pharmacy

Model

Face to Face

Communication

with Pharmacist

Wider Product

Assortment

Personalized

Service

Service

Industry

Open Floor

Plan

Self Service

The Situation

There is a void between

understanding the new

customer and delivering a

superior, personalized

customer experience.

ANALYSIS

• Differentiation

• Low CostPresent

• Customer Experience

• Niche MarketFuture

Business Model

Customer Satisfaction

Training

Mission Statement

Challenges

•Understand Customer Expectations

•Conveying Importance of Training

•Implementing Training

Challenges

•Cost Efficiency

•Evaluation Procedures

•Ensure Retention and Transfer

54%

56%

58%

60%

62%

64%

66%

68%

70%

2007 2008 2009

Percentage Customer Loss

Percentage Customer Loss

n = 5000

(Mattioli, 2010)

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.

SOLUTIONS

Our Goals

are

SMART

• Increase Customer SatisfactionSpecific

• By 4% Measureable

• To make it achievable,Achievable

• We have ensured realistic trainingRealistic

• Each quarter.Timely

Online Classroom

Evaluations Shadowing

Simplicity Flexibility Rigor

New Mission Statement

We have

PRIDE

• PersonalP

• ResponsibilityR

• InI

• DeliveringD

• ExcellenceE

Listen Empathize Ask Resolve

Use the LEAR Method

Reactions

Learner Satisfaction

Surveys & Interviews

Behavior and Skill

Interpersonal, Technical, Motor Skills

Tests, Observations Self, peer, customer Ratings

ROI

Identification and comparison of learning benefits with costs

Economic Value

Measure Success

FINAL THOUGHTS

“Being comfortable one on

one with

customers, colleagues

and bosses means being

comfortable with yourself

and confident in your

abilities.” -China Gorman, CEO of CMG Group