Case Studies

	"Human history becomes more and more a race between education and catastrophe."
	*- H. G. Wells*

	"Do not fear to be eccentric in opinion, for every opinion now accepted was once eccentric."
	- Bertrand Russell

Case Studies - an on-line collection of perspectives to be used as guides in studying the challenges and successes of other leading organizations.

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The Trusted Advocate

The sales environment has been forever altered by e-commerce and price centered commodities. Competition has become stiffer, and quotas have become higher. The demand for performance has created brutal pressure in a lonely profession, and increasing the number of cold calls is not enough to survive. Success requires closing a higher percentage of opportunities and growing existing business. But how do you achieve such lofty goals?

Designed to revitalize sales professionals, The Trusted Advocate is perfect for managers, coaches, and trainers to help rapidly accelerate individual or group performance. Use your strengths as your competitive edge, enjoy your profession, and advance in your career!

Look Inside!

	"If history repeats itself, and the unexpected always happens, how incapable must Man be of learning from experience."
	*- George Bernard Shaw*

	"All our progress is an unfolding, like a vegetable bud. You have first an instinct, then an opinion, then a knowledge as a plant has root, bud and fruit. Trust the instinct to the end, though you can render no reason."
	*- Ralph Waldo Emerson*

INDEX of Case Studies

Leadership Northern Telecom Inc

Strategic Focus ABN AMRO

Vanguard

Southwest Airlines

Promoting Service TARP

Charles Schwab & Co.

Marriott Hotels & Resorts

Trans-Cultural Integration Display Technologies, Inc

The Triad Project

Leadership

Northern Telecom Inc - Transform your organization from within, 'Top Down' pragmatic approach to train and empower employees

Strategic Focus

ABN AMRO - Devote time to monitor performance of your operations and time to recognize your strategy.

Vanguard - Communicate the strategy within your organization and empower front-line employees to contribute within the framework of your strategy.

Southwest Airlines - Compare the results of your actions in relation to your core strategy, be willing to make change

Promoting Service

Technical Assistance Research Programs - A study of common Customer Survey results and how to measure against average impact to your organization in dollars

Charles Schwab & Co - Using surveys to define customer needs in a culture supported by training, reporting and rewards at all levels has had measurable success to increase sales.

Marriott Hotels & Resorts - "Customer courtesy is the mainstay of every Marriott hotel, resort and suite" accomplished by listening, responding and empowerment by rigorous training.

Trans-Cultural Integration

Display Technologies Inc - Diverse cultures succeed in a joint venture, the results impact society and the advancement of technology. Common goals and shared culture prevail.

The Triad Project - Diverse cultures fail to bridge the gap between varied corporate cultures and global differences. Failure to resolve the conflict of traditional behavior breeds contempt and isolation.

Reverse Logistics in Supply Chain Management
by John Mehrmann
[Business] The evolution of reverse logistics for manufactured products is developing in direct proportion to the rapid advancements in technology and the subsequent price erosion of products as new and improved products enter the supply chain at a faster pace. With such thin margins and so much competition, mismanagement of the supply chain can be devastating. Those organizations with the infrastructure to capture and compare the composite value of components with real time intelligent analysis and disposition based on changes in refurbishment cost, resale value, spare parts, repair and overall demand will not only become more profitable, but such flexibility and scalability will allow them to outmaneuver and eliminate the competition.

www.RLMagazine.com

March / April 2007

A Pragmatic Approach to Partners
by John Mehrmann

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e-commerce

Buying or Selling on the Internet
by John Mehrmann
[Business] The facts and figures from Symantec Security Response and the Internet Crime Complaint Center are both fascinating and alarming. If you have thought about buying or selling on the Internet, especially with Internet Auction Sites, make sure that you are aware of the best practices and the potential pitfalls before you do. An identity is a terrible thing to waste.

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