Sanjay Pandya Project We Like

Project – We LikePresentation for VIVA

Sanjay PandyaPGDM – DLP – Hybrid

October – 2015HPGD/OC15/1773

05/01/23 1

We Tube

1. Sales & cold calling2. Learning & Development

3. New product development4. Inventory Control techniques

5. Role of services in b2b marketing

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1

Sales and Cold Calling(We tube)

By – Prof. Suruchi Yadav 05/01/23 3

Learning's• First time call - Cold calling means calling a prospect/suspect for

the first time to pitch for a product or services• Un-aware about customer – In this situation organization/sales

person is unaware/not much familiar about customer• Objective of cold calls – It is like a new customer acquisition

process. The prime objective of such cold calling is new business development, growth, expansion. This is time consuming & bit expensive exercise which is beyond normal servicing & maintaining of existing accounts

• Modus operandi – An elevator pitch & lots of information needs to be gathered. This needs to be done with due diligence, with intelligence & maximum ground level home work

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Few areas to generate leads for cold calling

1. News, articles, industry or business updates2. Company’s Balance sheet, dividend declared3. Data base (various sources)4. Industrial units/SME directory5. Colleagues, cross referrals & references6. Market/Competition7. Special marketing & promotional hooks

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Dos & Don'ts of cold callingDos• Empathize – try &

understand the need• Ask an tell, make

connection, know, support, consult…

• Sale meeting not product, talk beyond…

• Build rapport, do thorough home work before

Don'ts• Do not push to sale in

first 1/2 meetings• Do not defend laggard

products, agree on logic• Don’t sale everything• Don’t over sale• Do not over commit or

over promise

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2

Learning & Development(We tube)

By – Prof. Prasanna Vasudevan 05/01/23 7

Learning's…

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Learnings

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Stages of L&D (Kirk Patrick's model)1. Evaluate reaction – feedback2. Evaluate learning – retention3. Evaluate behaviour – translate in to action4. Evaluate results – impact, see the change

Being on your ownFreelance trainer Or Start your own L&D organization

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3

New Product Development - NPD(We Tube)

By – Prof. Mangesh Borse 05/01/23 11

NPD process…

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Why NPD…because of billion $ question, what next…!!!

What is NPD…

• New to the world – e.g. I pad, I pod, LED, Google smart TV etc• New category entries – e.g. FMCG giant HUL added Pureit

water purifier • Product line extension – e.g. to leverage the Dove brand,

Dove shampoo was introduced• Product improvements – e.g. 2G/3G/4G, android up

gradations, mobile with touch pad etc • Re-positioning – e.g. use of Aloe vera & herbal medicines in

health care industry

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Igor Ansoff strategyPresent New

Present Market Penetration Product Development

Example (tooth paste companies saying brush twice a day)

(fair & lovely, fair & hand some or coke, diet coke)

New Market Development Diversification

Example (rural market, new TG) (new product, new market)

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Learning's about NPD

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4

Inventory Control Techniques(We Tube)

By – Prof. Suresh Pujari 05/01/23 16

Importance of Inventory & its control

1. RM inventory constitutes maximum share in cost of any product

2. In today’s dynamic business, profit lies in purchase & control in operations/mfg cost

3. Customer wants perceived value for money, better quality & price, always available…

4. COGS needs to be very competitive in order to reduce the cost as much as possible

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Why Inventory control is required…

1. To reduce inventory carrying cost2. To offer price competitive advantage3. To reduce idle time of labor & machine4. To improve efficiencies in ppc process5. To reduce process losses, minimize waste6. To provide smooth & un interrupted flow of

production resulting in better quality & JIT

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Techniques of Inventory controlSr. #

Inventory control techniques

1 ABC analysis – usage value, vital few trivial many

A - high value, regular prodn

B - Avg value,Med qty

C - less valueHuge qty

2 HML analysis – price criteria High per unit price

Medium per unit price

Low per unit price

3 VED analysis – criticality in mfg process

Vital – avoid stock out

Essential – high stock out cost

Desired – tools & spares

4 SDE analysis – availability Scarce – Import Difficult Easy

5 G NG LF analysis Govt. Non Govt. Local

6 S OS analysis - Seasonality Seasonal Off seasonal -

7 FSN analysis – movement Fast moving Slow moving Non moving

8 XYZ analysis – investment X – high value Y – moderate Z – low value

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5

Role of services in b2b marketing(We Tube)

By – Prof. Sagar Narsian05/01/23 20

ServicesServices are…• Integral part of most b2b products (tech/complexity)• Raises value of the product, adds to the overall VP• Defines brand image, enhances brand value• Supports value sensitivity of customers• Needed over the life cycle of a productWhy services are required…1. It is a buyer’s market2. It creates market through differentiation 3. Fulfills ever demanding customers (not just vanilla)8 Ps of services

4 Ps + Process, Productivity, People, Physical evidence

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Features of services

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Intangibility Inseparability Variability Perishability Non ownership

Can not be seen

Consumed at the same time

Highly variable Can not be stored

Rendered only

Make person based

Integration In consistent Supply is a challenge

Can not be owned

Uses of facts, figures, tech

Distribution People oriented, interactive

Peak load pricing

Communicate benefits

Available Appointments QC, selection Involving Confidence

References Response time Monitoring In house alternate

Post purchase Standardization Rewarding employees

Reservations

PoS material Part time employees

B2B services…

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Classification of services & product

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We Lounge

1. Ms. Rubeena SinghCOO moneycontrol.com

2. Mr. Rajdeep MhatreDirector SCM at CHEP

3. Mr. Sanjeev AgarwalCEO Gitanjali Export

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1

Professional Journey of Ms. Rubeena Singh

COO at moneycontrol.com(We Lounge)

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Ms. Rubeena Singh – COO moneycontrol.com

• About her – 15 years of regretless professional journey in TV, Print & digital media with a constant growth & a thrust do to something better & better all the time, successful woman in career…going strong

• Learning's• She started with STAR group as her first job & had

same expectations like most of us & worked with CNBC, Forbes India & moneycontrol• Entertainment news & business news are different in

terms of a person/process, however basics remains the same

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• Learning's• Success comes through dedication, determination, focus &

conviction• In print media there is a huge difference between launch & re-

launch. Re-launch is far more deeper, need to address diff market, diff audience, diff medium of production etc

• South market in print media is vastly different. Smaller SMEs needs customized solution

• Trouble shooter role with Forbes - because of vast experience & ability to thrive challenges

• Pace is very fast in Print media, demands strict discipline to grow• Work accuracy, persistence, need based solutions to clients saw a

five fold jump in revenue

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• Her Success mantra (Forbes, CNBC awaz)• Team work• Communicate well with clients (in digital world)• Innovation – added new categories e.g. real estate

• Inspiration through this video• Pursue excellence at all stages of career• Continue to do better than last time in everything• Keep digging deep n deep…

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2

Professional Journey ofMr. Rajdeep Mhatre

Director SCM at CHEP(We Lounge)

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Mr. Rajdeep MhatreDirector SCM at CHEP

• About him – Hard core SCM professional, experience of setting up distribution & logistic network, PAN India worked with Radhakrishna food & Metro cash n carry. Specialized in setting up warehouses & distribution solutions

• Learning's• Enriching journey of 23 years made him better human, sharpened

professional skills, all round personality developing• Started as a store manager in Konkan Chemicals, struggled in gulf

for 10 years, came back & got on to real SCM through private & MNC companies

• 23 years of journey was step by step gradual progress & Director SCM position was made happened by him through push

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Mr. Rajdeep MhatreDirector SCM at CHEP

• Learning's• Global projects, global functions, extensive travel &

meeting with breed of people (HUL as client)• Accepting project manager role & pro actively asking

vacant logistic role & using it as a ladder for Director• Asking “what next” question regularly

• His Success mantra & inspiration through this video

• Hands on experience• Pro active approach

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3

Professional Journey ofMr. Sanjeev AgarwalCEO Gitanjali Export

(We Lounge)05/01/23 33

Mr. Sanjeev Agarwal CEO Gitanjali Export

• About him – Dynamic personality with a vast experience in FMCG, Banking & WGC with first hand start up expertise

• Learning‘s• Planning to do an MBA/MMS with a back up plan of CA, Internship

in Citibank, worked with Deutsche Bank, WGC & Gitanjali group• FMCG Brooke Bond – sold tea & coffee store to store, interacted

with shop floor workers• Launched new products for Cadbury & exported spices for Brook

Bond (spices are 2 times larger business than tea/coffee)• Learnt & handled first time start up expertise with a inter

department conflicts/polytics

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• Learning's• Launched new innovative products within the similar

banking regulations – earn more on savings through fixed deposit over draft to stay alive with competitions of majors like Citibank• Integrate experience of FMCG, Banks in retail with Gold

coin promoted as main stream of investments with ICICI, HDFC…other banks followed & today Gold is an integral investment portfolio of all banks• Think like a marketer in any situation to get desired

results. Understand the perceptions/need of consumers

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• His Success mantra• Innovative & Integrative thinking• Hard work

• Inspiration through this video• Ground level works/start up experience helps• Always think like a marketer to get a win-win• Plan A, Plan B – contingency planning

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News wire1. Five reasons companies fail at customer service

2. Seven sources of Innovation by Peter Drucker

3. Your browsing behavior can reveal your personality

4. Customer service gaps, a continuous improvement

5. Three Indian companies amongst world’s most innovative firms - Forbes

6. 54% Indians prefer humans over digital channels, for customer service

7. Am I following too much on my Job search

8. Quotes on achievement

9. How to start a conversation with a new Li connection

10. Think like a shopkeeper & operate like a retailer

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1. News wireFive reasons companies fail at customer service

There are a number of reasons why companies fail at customer serviceSometimes it’s not what you are supposed to do, but what you should avoid doing

Let’s learn those five reasons…1. There’s no clear definition of what customer service looks like in the

organizationCustomer experience has to be designed. It needs to be shown through servicesAll activities of the companies should revolve around “customer first “ approachCompanies need to walk the talk, not just for few months, but through outTill customer centric culture is established

2. Good people are in the wrong jobsThis change starts with the people, employees firstFew of them accepts & try to adapt this culture initiative, rest needs to be replacedRight fit hiring is the essence of this process

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1. News wireFive reasons companies fail at customer service

3. There is a lack of proper trainingIt is a process of continuous trainingKeep reminding them through on the job sessions about this new culture

4. They treat customer service like a departmentIt is not a customer service department. It is customer service companyIt is a philosophy, a culture embraced by all, from CEO to the last recruited

5. They treat employees one way and expect the employees to treat the customers a different way

Take care of your employees, they will in return fulfill the objectiveMy employee golden rule is treat the employees the way you would like to treat your customers

Shep Hyken (Chief Amazement Officer of Shepard Presentations)

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2. News wireSeven sources of Innovation by Peter Drucker

• Innovation helps a company to stay ahead of the pack and move into less crowded areas

• Innovation is misunderstood as invention• Invention is creating new things, but innovation is all about taking new ideas to

the market place• Entrepreneurs innovate and innovation is the specific instrument of

entrepreneurship - Peter Drucker• Innovation must begin with an analysis of opportunities, in a systematic and

organized way• Innovation is identifying the scope for improvement with respect to customers,

suppliers and internal processes• Innovations must be market focused

• Opportunities to innovate are provided by new customer segments which are just emerging

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2. News wireSeven sources of Innovation by Peter Drucker

Seven Sources of Systematic Innovation

1. Unexpected success or failure2. The incongruity between what actually happens and what was

supposed to happen3. The deficiencies in a process, that are taken for granted4. The changes in industry or market structure that catch everyone

by surprise5. Demographic changes6. Changes in perception7. The changes brought about by new knowledge

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3. News wireYour browsing behavior can reveal your personality

• While being online, one cannot simply hide behind the digital screens, reveals a new study, adding that an individual's browsing

behaviour can help identify the person• Person's general online browsing behaviour can also reflect their

choice, preference and reflexes, which is largely controlled by their unique psychological characteristics

• The findings showed that an individual's browsing behaviour can provide a unique digital signature, which can help identify him

• Previous research linking personality traits to computer usage has typically focused on social media

• Individual's level of conscientiousness could be distinguished within a 30-minute session of online browsing.

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3. News wireYour browsing behavior can reveal your personality

• The analysis of this data, which can have many implications, revealed strong links between a person's personality and browsing

behaviour• The data may help online marketing organizations to reliably tailor

their product to a specific audience• Also, it can be used to develop an intelligent internet service that

can predict and personalize a user's experience• However, a person's general online browsing behaviour can also

reflect their choice, preference and reflexes, which is largely controlled by their unique psychological characteristics

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4. News wireCustomer service gaps, a continuous improvement

• When the customer expectation is greater than their perception of service delivered, they are dissatisfied & feel that the quality of the retailers service is poor

• Retailers need to bridge this service gap.• As retailers, we need to know how to continuously improve the

customer service and more importantly keep it balanced & aligned to the customer expectation and organization policies

• Service Gaps as per Gaps model• Knowledge gap: The skew in retailers understanding of knowing

what the customers want• Delivery gap: This is the actual service delivered. Not meeting the

set standard causes this gap over and above the standard gap

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4. News wireCustomer service gaps, a continuous improvement

• Standard gap: This is the standard set for customer service. The set standard is based on retailers perceptions of customer expectation which might have a knowledge gap. Also, this gap further widens as it is often based on internal operations limitations rather than customer expectations

• Communication gap: This is the difference between service promised by the retailer and the service actually delivered

How…• Care, emotional & instrumental support• Committing realistic commitment to customers• Speak customer’s language. Solution should be win-win, quick &

clear in process execution

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5. News wireThree Indian companies amongst world’s most

innovative firms - Forbes• Hindustan Unilever, Tata Consultancy Services (TCS) and Sun Pharma

Industries are the three Indian companies that have been named among the world's 100 most innovative companies by Forbes in a list

that has been topped by Tesla Motors• Fast moving consumer goods company Hindustan Unilever has been

ranked 41 on the list, followed by TCS at rank 64 and Sun Pharma at rank 71 in the Forbes list of 'The World's Most Innovative Companies‘• The list has been topped by Elon Musk's California-Based Tesla Motors which has a market capitalization of USD 25.5 billion. Musk

has inherited (former Apple CEO) "Steve Jobs' mantle as the cult favorite CEO. And his electric car company has grabbed Apple's

creative crown," it said.

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innovative firms - Forbes• Hindustan Unilever Forbes said the company had over 35 brands

spanning 20 distinct categories.• India's largest IT company TCS, with a market cap of USD 80.3

billion, appears on the list for the eighth time. The company took a major step toward bolstering its digital services when last month it announced a training program in digital technologies for a third of its workforce.

• In the past year it crossed the milestone of employing 100,000 women, meaning that one out of three employees is now a woman, Forbes said

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innovative firms - Forbes• Sun Pharma had a market cap USD 39 billion and India's largest drugs

company appears on the list for the fourth straight time. Billionaire Dilip Shanghvi - who owns more than half the company - piped Mukesh Ambani earlier this year to become the richest man in India• The list also includes software company salesforce.com on the second

spot, followed by Amazon (8), Hermes International (22), Netflix (27), MasterCard (36), Starbucks (45), Adobe (74), Coco Cola (81) and Cognizant

(96)• Forbes said companies are ranked by their innovation premium: the difference between their market capitalization and a net present value of

cash flows from existing businesses• To be included in the list, firms need seven years of public financial data

and USD 10 billion in market cap. Forbes said only those industries are included that are known to invest in innovation.

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6. News wire54% Indians prefer humans over digital channels, for

customer service• Accenture Strategy report, 'Digital Disconnect in Customer

Engagement', reveals that 54% of Indian consumers prefer dealing with human beings over digital channels to solve customer services issues

• The report also found that 88% consumers have switched provider in the past year due to poor customer service, with internet service providers, retailers and banks being the worst offenders

• In India, the estimated cost of customers switching due to poor service is $412 billion

• The report is based on the company's eleventh annual Global Consumer Pulse Research, which gauges the experiences and attitudes of 24,489 consumers around the world about marketing, sales and customer services. 550 Indian consumers were included in the sample

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6. News wire54% Indians prefer humans over digital channels, for

customer serviceThe report reveals that there is huge room for improvement…

• The importance of human connection in customer services• Improving customer experience• How leaders of customer services succeed• Put the human and physical elements back into customer services• Make it easy for customers to switch channels to get the

experiences they want• Root out toxicity• Guarantee personal data security

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7. News wireAm I following too much on my Job search

• The job interview you’ve been preparing for is over and you can now relax – except now comes the hard part: waiting for feedback

• One way to increase the odds of landing your dream job is to follow up in a professional manner

• During and after the interview process, you want to come across as interested without appearing to be desperate or needy

• It could be frustrating to wait a couple of weeks if you’re actively interviewing, but the interview process could easily take a couple of months

• If you’re the employer’s top choice, this probably won’t lose you the job but you might want to think a bit more carefully about the style and frequency of your post interview follow up

• A great approach is to ask the interviewer about their timeline for making a decision before you leave the interview

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7. News wireAm I following too much on my Job search

• If the company hasn’t given a timeline, it’s best to wait at least a week before following up. Don’t annoy the recruiter or the hiring manager with constant calls or emails

• If you’re following up multiple times after each interview, that’s likely not appreciated. However, if the company has given you a set time frame and exceeded it by longer than a week, a well-written follow up note is reasonable

• This note should be concise and use the time frame provided as the reason for your follow up. You might want to say something along the lines of

• Finally, don’t stop job hunting, even if you feel confident that you will get a job offer. Do continue to interview and attempt to find other opportunities until you get an offer

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8. News wireQuotes on achievement

• High achievement always takes place in the framework of high expectation. - Jack Kinder

• I feel that the greatest reward for doing is the opportunity to do more. - Dr. Jonas Salk

• It's no use saying, ''We are doing our best.'' You have got to succeed in doing what is necessary. - Winston Churchill

• It's your aptitude, not just your attitude that determines your ultimate altitude. - Zig Ziglar

• Life affords no higher pleasure than that of surmounting difficulties, passing from one step of success to another, forming new wishes and seeing them gratified. - Samuel Johnson

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9. News wireHow to start a conversation with a new Li connection

• How can you start building your professional relationship with the new

Li connection so you add value to each other’s network ???

Following tips will guide you...• Start with your subject line• Introduce yourself (or re-introduce yourself)• Mention things you have in common with each other• Offer your support• Don’t ask for favors just yet

Don’t be afraid to start a conversation with a LinkedIn connection ever again. Use these tips!

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10. News wireThink like a shopkeeper & operate like a retailer

• A shop keeper Buys & Sells without bothering about volumes or supply chain. They are extremely focused on their customers and will only buy what these customers want

• Every stand alone store and the owner/ operator of the same is a shop keeper. Their orientation is simple, driven by common sense and an astute sense of cost and benefit

• Their minds work faster than a tablet or even a laptop and can compute the cost benefit of every rupee or even every minute being spent.

• Needless to say, they are constrained when it comes to scale as it is invariably a single person operation

• A Retailer on the other hand is driven by scale which will enable volume aggregation and efficient supply chain management.

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10. News wireThink like a shopkeeper & operate like a retailer

• Retailers are able to unlock or generate value & same is used to fund their customer value proposition, whether it is better prices, service…

• Thinking like a shop keeper involves three important elements. Focus on the basics, simplify everything and take complete ownership of the business

• Retailer has a strong underlying principle. Although Retail is all about volume aggregation and supply chain, this needs a strong process and system orientation

• In other words, take complete ownership of your business, simplify things and follow a routine or process while implementing. I am sure that if followed faithfully, this maxim would always lead you to success.

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Thank You

end of presentation

Sanjay PandyaPGDM – DLP – Hybrid

October – 2015HPGD/OC15/1773

05/01/23 57

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Sanjay Pandya Project We Like