Results of practice by the representative in Orenburg (Category Management)
Continuing gemba I decided to share my experience as a representative of T-Bank, which delivers products to our customers. Actually, about the availability of the internship option, we were informed at the management meeting of managers. Last year I had a trip to the regions, but I couldn’t, and this time I was able to sign up for an internship. Then things went something like this.
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In a couple of weeks before I left, I took an online course for a representative.
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16 I flew to Orenburg in the evening, checked into a hotel and fell asleep in anticipation of an interesting day.
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17 In July, I arrived at our office and received all the artifacts put to the newcomer representative: a bag, a Samsung phone, a SIM card, charging and wires for connecting to the iPhone, three pens and unnamed company products. (Debit and credit cards, SIM cards and so on). I signed some papers saying I had accepted material possessions and all that. I got an experienced representative of Svetlana, who picked me up and we went on the road. On that day, I practiced shadowing and was in the role of an intern who oversees an older comrade. The day was pretty tight and I saw the delivery of different products and what x-sell looks like in practice. To be honest, Svetlana very casually prepared documents, advised the client on products, answered questions and offered complementary products that could be useful to the client. I recorded interesting points and specified on some points how frequent such situations are + what I would like to improve in processes or applications. When that long day was over, I went back to the hotel and fell asleep without my hind legs.
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18 I woke up early in July, ate breakfast and checked the working application - there were already meetings that were scheduled for me, since I worked in the first pilot format. Already in 8 A customer called me this morning and asked me to change my delivery address, which I did:). K 10.30 I went to the office and took the envelopes with the name products for the customers, scanning them so that these documents were listed behind me. Then I met Svetlana, who was my curator that day. We called customers and warned them that we would come to them at the appointed time interval. I've always said I'm an intern and I'll have a curator with me to help me get the meetings right. (I think it's been years. 20 I didn't think I was an intern.)) Interestingly, I learned the process of issuing a product and did not really screw up, but product advice and additional sales did not give me much - product design has not yet become automatic so that I could do something else in parallel. S 11 before 20 We were delivering food, but we had a break from 15 before 17We had lunch and discussed the experience. In the evening I went back to the hotel and went to bed.
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19 July was a free day that I spent doing my normal work. But I started by writing a detailed report describing my experience and what I thought could be done to improve the processes and software that representatives use. Below I will write the main thoughts. The work of the representative is quite complex, but an experienced representative is able to provide optimal service to customers.
- The application of representatives is done well - even a beginner calmly works with him, since there are worked out the main scenarios of work and everything is done so that errors are minimal.
- There are moments that can be improved: the work of autodistribution of tasks, the formation of additional offers to the client, verification of input data when creating an application, the announcement of new features of the application representatives so that they know about the improvements. These are important points, but the overall level of processes and software seemed cool to me. My colleagues did a great job of optimizing them.
- Night with 19 on 20 I flew back to Moscow in July.
Anyway, I'm glad I went on this trip and tried to be a representative for a couple of days:) More insights can be extracted from this than from analyzing reports and viewing statistics on processes.
#Management #Leadership #Processes