T&D: When Improvements Aren’t

Story From the 1980s

At an NSPI (now ISPI) Conference back in the late 1980s I heard a Case Study where the T&D organization was helping the Sales Organization to get all of the Sales People to adhere to the New Sales Process.

They were initially successful – until ultimately they weren’t.

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It seems that the New Sales Process created by the Sales Organization, with all of the additional hoops that the Sales People had to now jump through – so to speak – doubled the Sales Cycle.

Resulting in a halving of Sales Revenues.

Halving.

Nevermind

So the next T&D effort became one to get Sales People to revert back to the Old Sales Process ASAP, until the Sales Organization could figure out what to do next.

Lesson Learned

Take a Systems View when Improving Performance.

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