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Reis, João Miguel Carvalho dos. "Sales force management : case study da empresa X." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/12934.
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Mestrado em MarketingEsta dissertação tem como objetivo analisar o Sales Force Management na empresa x, que atua no setor alimentar, mais concretamente na área dos produtos alimentares pré-confecionados e ultracongelados. O foco vai estar subdividido em quatro grandes temas: Sales Force Management, o marketing relacional, o processo de venda e o Key Account Management. A investigação foi realizada partindo da adoção de uma abordagem qualitativa, através de um case study research. A recolha de dados foi realizada através da aplicação de entrevistas semi-estruturadas ao diretor comercial da empresa x e a um dos key account managers. Para cada uma das entrevistas foi formulado um guião de entrevista adaptado ao tipo de informação que se pretendia recolher. A aplicação destas ferramentas, permitiu efetuar a recolha de dados que conduziram às principais conclusões alcançadas. As ideias a reter é que esta dissertação apresenta conclusões e recomendações que têm como objetivo o melhoramento de procedimentos na empresa x, bem como ideias que se aplicam à generalidade das empresas e às suas áreas comerciais. As principais conclusões são a mudança de ótica consoante o cargo hierárquico responsável pela negociação e contacto com os fornecedores, o perigo da centralização da faturação num grupo pequeno de clientes para a empresa x, a importância crescente que a ótica relacional tem na manutenção dos clientes e a importância que a definição do processo de venda tem para garantir um trato uniforme a todos os clientes, permitindo, é claro, adaptações consoante as caraterísticas de cada um.
This dissertation has as a major goal to analyze the Sales Force Management on company x, that runs on the food industry, more specifically on the pre confectionated and deep frozen food products. The focus will be subdivided on four big issues: Sales Force Management, Relational Marketing, selling process and Key Account Management. The research relies on a qualitative approach through a case study. Moreover, the collected data was reached by semi-structured interviews with company x commercial manager and one of the companies key account managers. For each one of the interviews an interview script was formulated adapted to the type of information pretended. The use of these tools allowed to collect the data that based the main conclusions of this dissertation. Recommendations and conclusions have as goal the improvement of company x procedures, as well as some ideas that could be applied to the most of the companies and their commercial department, are what should be retained. The main conclusions are: the optic change according to the hierarchical position of who is leading the negotiations and suppliers? approach, the danger of consolidating the billing on a small group of clients for company x, the growing importance of the relational perspective on client maintenance and the importance of the standardization of the selling process to ensure an uniform performance to all clients, allowing, however, adaptations according to the characteristics of each one of them.
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Ferreira, Fábio André Sobral. "Sales force management na indústria farmacêutica : um estudo de caso." Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/10465.
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Mestrado em MarketingA indústria Farmacêutica é um setor altamente regulamentado que nos últimos anos tem vindo a sofrer grandes alterações que se refletem na situação atual das empresas farmacêuticas. Neste sentido, na presente dissertação, as seguintes questões de investigação são formuladas: 1. Quais as características de Sales Force Management na Indústria Farmacêutica?; 2. Qual a importância das equipas de vendas na IF?; 3. Quais as tendências na organização das equipas de vendas na IF? e 4. Como são motivadas e compensadas as equipas de vendas na IF?. A investigação foi realizada adotando uma abordagem qualitativa, com uma estratégia de Case Study, a uma empresa multinacional do setor farmacêutico que representa um caso ilustrativo. A recolha de dados foi realizada, através da aplicação de um guião de entrevista com 28 perguntas, numa entrevista conjunta com os responsáveis de vendas e marketing da empresa farmacêutica. Após a análise dos dados conclui-se que: 1. As equipas de vendas são uma parte integrante e importante das empresas farmacêuticas porque são a principal forma de contacto entre empresas do setor e a classe médica; 2. A organização da força de vendas é definida, fundamentalmente, por estrutura geográfica. A adoção de Key Account Management (KAM) não está completamente implementado e 3. A motivação e compensação são implementadas através de sistemas de incentivo mistos, salário base e prémios de desempenho quando os objetivos de vendas são superados.
The highly regulated pharmaceutical Industry has been suffering great changes in these last years. These alterations have affected the present situation of the pharmaceutical businesses. Considering the aforementioned situation, in the present dissertation the following research questions are formulated: 1. Which are the Sales Force Management characteristics in the Pharmaceutical Industry? ; 2. What is the importance of the sales teams in the PI? ; 3. Which are the organisational tendencies in the sales teams in PI? ; 4. How are the sales teams motivated and rewarded in the PI? The multinational pharmaceutical company chosen for de research, represents an illustrative case. The research conducted adopted a qualitative approach, using the same strategy as in a Case Study. The collection of data was obtained by using a questionnaire, consisting of 28 questions, which was administered simultaneously in an interview setting, held with respective heads of both sales and marketing departments of a pharmaceutical company. Upon analysis of the data, it was concluded that: 1. The sales teams are an important and essential part of the pharmaceutical companies because they are the main source of contact among industry companies and the medical community; 2. The sales force is fundamentally organized according geographical structure. The implementation of the Key Account Management (KAM) is not fully complete; 3. A combination of incentives are used for motivational and compensation purposes. When sales objectives are met, the payment structures are applied through a base salary plus performance bonuses.
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Rouziès-Ségalla, Dominique. "The effects of a salespeson's utilities on optimal sales force compensation structures." Thesis, McGill University, 1992. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=39335.
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Marketing analytical studies of optimal salesforce compensation policies typically rely on a set of restrictive assumptions. In this paper, a model of decentralized salesforce compensation is developed, wherein some of the classical assumptions are challenged. Response Surface Methodology is used to optimize decentralized compensation policies over a set of simulated conditions. The proposed approach is then illustrated with two empirical applications in artificial and real settings. The objective is to provide some preliminary evidence about decentralized structures and to recommend salesforce compensation policies.
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Minden, Jack Jo Rene van. "Some personal and sales force determination in wholesale salespersons effectiveness." Thesis, Henley Business School, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.387535.
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Howick, Robin Sidney. "A multi-stage framework to analyse sales force deployment decisions." Thesis, Lancaster University, 1989. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.304841.
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Lemmens, Regis. "The impact of relationship selling on the sales force control function." Thesis, Robert Gordon University, 2008. http://hdl.handle.net/10059/246.
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Sales management control and sales force performance has received substantial attention by researchers in the past decades. Researchers have been investigating the construct of sales control, its antecedents and its consequences on both the individual sales person and on sales force performance. This research project analyses how and why the sales control systems are implemented the way they are. The basis for this approach is drawn from the organisational or management control literature which treats behaviour and outcome approaches as dimensions rather than categories. Organisational control also treats the control system as a process which consists of a set of stages or sub processes being objective setting, planning, monitoring, feedback and correcting. With the growing importance of relationship selling and key account management it can no longer be assumed that all the sales people will operate at the same hierarchical level within an organisation nor that they will be subject to one and the same control system. Therefore an in depth analysis of how sales force control processes are implemented for different types of sales functions, ranging from customer acquisition, small to medium account management to strategic and global account management, is needed. The research project included 17 preliminary interviews across different organisations, from which one organisation was selected on the basis that it contains a large international sales force of about 2.500 people consisting of a very wide range of sales functions. The analysis of this organisation included 100 plus interviews of 66 sales managers and sales people across all types of sales functions over a two year period. The findings show that the inability to measure certain inputs and outputs does not deter a sales organisation to adopt their sales control strategy within a functional sales team. When some measures are not available or are unreliable, sales managers find other ways to measure them being it through some locally developed tools or through more qualitative approaches. The method used to obtain certain measures does impact the level of the sophistication of the actual control process or strategy. When there is a need to control sales people who operate as a team of employees from different departments the sales managers can no longer individually develop some local tools to measure inputs and outputs. The findings show that team based selling requires accurate data but also globally agreed rules and procedures in order to operate successfully. This enables us to conclude that the inability to measure certain inputs and outputs is a determining variable for the implementation of client sales teams. With regard to sales force control strategies the research uncovered that within the category of the hybrid sales control approach there are four types of sales control sub approaches. The choice of which control to use is dependent on the size of the customers or opportunities the sales people work with and the selling approach which is either hunting or farming. This shows that while farming can be relabelled as key account management, hunting remains a major sales activity requiring not only different selling approaches it also requires different types of sales control processes than for farming. All of these findings indicate that several types of sales control systems can operate across one single organisation and that the main determining variables are the sales approach and the type of accounts the sales person is managing. This challenges current beliefs or assumptions that all sales people operate at the same hierarchical level within an organisation and that they all operate under one single sales control approach. Future research on sales force control will need to take these findings into account when designing their approach to study control systems within organisations.
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Suneja, Vivek. "Monitoring and trust in firms : an investigation of sales force motivation strategies." Thesis, University of Reading, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.360142.
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Rylander, David H. "The influence of sales force newcomers' met expectations on selected outcome variables: Development and testing of a model." Thesis, University of North Texas, 2001. https://digital.library.unt.edu/ark:/67531/metadc2872/.
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Sales management researchers and practitioners give considerable attention to early employment expectations, attitudes, and behaviors primarily because of a desire to specify the cognition process leading to performance and retention of salespeople. While a massive body of literature exists concerning turnover of employees and determinants of employee performance, more empirical study specific to the sales force as a research population is needed to assess the nature of turnover and performance. Because the bulk of salesperson turnover occurs in early employment, particular attention needs to be devoted to the cognitive process of newcomers to the sales force. The present work examines expectation-based and perception-oriented models of performance and retention for sales force new hires. Interests of this investigation focus on the initial expectations of newly hired sales representatives and on how the degree of fulfillment of these expectations relates to subsequent performance and retention behavior. Extant research suggests that the degree to which expectations are met positively influences mediating variables such as job satisfaction and organizational commitment, and indirectly influences outcomes such as job performance and retention of newcomers. Alternatively, some researchers contend that these results are due to improper measurement of met expectations. A longitudinal research design and alternative measurement methods are employed here to better assess the role of met/unmet expectations. The proposed study is based on theoretical research from a variety of academic disciplines, and the results of the study will have multi-disciplinary implications. Contributions include: (a) replication and extension of theoretical research concerning processes leading to performance and retention of sales force newcomers, (b) a thorough examination of met expectations as a precursor to early sales force outcomes, and (c) methodological advances in the measurement of met expectations.
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Li, Po-Chien. "Effects of sales force control systems on salesperson job outcomes : a psychological climate and contingency perspective /." free to MU campus, to others for purchase, 1999. http://wwwlib.umi.com/cr/mo/fullcit?p9946274.
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Hildesheim, Andreas [Verfasser], and Sabine [Akademischer Betreuer] Kuester. "Internal Knowledge Exploitation – The Role of Sales Force Integration in New Product Development / Andreas Hildesheim. Betreuer: Sabine Kuester." Mannheim : Universitätsbibliothek Mannheim, 2012. http://d-nb.info/1034314815/34.
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Wahlen, Jesse Michael. "Death of the salesman, but not the sales force : reputational entrepreneurship and the valuation of scientific achievement." Thesis, Massachusetts Institute of Technology, 2018. http://hdl.handle.net/1721.1/117996.
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Thesis: S.M. in Management Research, Massachusetts Institute of Technology, Sloan School of Management, 2018.Cataloged from PDF version of thesis.
Includes bibliographical references (pages 44-47, 83).
Using citations as a measure of valuation and death as a shock that affects efforts to "sell" scientific work but not the quality of the work itself, we estimate the importance of "reputational entrepreneurship" on the valuation of life scientists' research. Insofar as reputational entrepreneurship is impactful, it is unclear whether the most effective reputational entrepreneurs are those selling their own work ("salesman") or those promoting the work of others (the "sales force"). While the salesman has more incentive to promote her work, the sales force is larger and likely to be seen as more credible. We find that by commemorating the death of a scientist, the sales force boosts the valuation of the deceased's work relative to what the salesman could have done had she remained alive. This suggests that while science seeks to divorce the researcher's identity from their work, scientists' identities nonetheless play an important role in determining scientific valuations.
by Jesse Michael Wahlen.
S.M. in Management Research
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Miao, Chenjie. "Salesforce control systems an integrated approach /." Diss., Columbia, Mo. : University of Missouri-Columbia, 2007. http://hdl.handle.net/10355/4811.
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Thesis (Ph. D.)--University of Missouri-Columbia, 2007.The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on December 6, 2007) Vita. Includes bibliographical references.
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Švejdová, Jana. "Implementace CRM u telekomunikačního operátora." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-124729.
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The diploma thesis focuses on implementation of a software solution for customer relationship management with respect to a telecommunications service provider. The whole analysis of a project implementation describes introduction of a segment called Sales Force Automation (SFA). The objective of the work is to describe all important steps during the execution of the SFA project implementation, to compare the steps to theoretical recommendations, to assess applicability of procedures with regard to users' experience and reactions during the execution and after the completion of the project and to subsequently determine recommendations for similar projects. The work is structured into a theoretical and practical part. The objective of the theoretical part is to explain the concept of CRM -- Customer Relationship Management, to introduce the recommended project plan of the CRM implementation and to present a selected product, which is Siebel CRM from Oracle. The practical part describes an already finished project implemented by a telecommunications service provider, compares the appropriate procedure to a theoretical recommendation and registers differences. Based on implications and user's reactions there were suitable and unsuitable steps determined and also procedures recommended for an easier transition to a new CRM system with regard to similar projects.
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Costa, Joana Maria Pereira. "Processos de venda e digitalização no setor da cerâmica : case study da empresa Primagera." Master's thesis, Instituto Superior de Economia e Gestão, 2021. http://hdl.handle.net/10400.5/22783.
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Mestrado Bolonha em Ciências EmpresariaisA presente dissertação pretende analisar os processos de venda e digitalização no Setor da Cerâmica. O objetivo é caracterizar o processo de venda neste setor e a organização da sua força de vendas e entender de que forma a crescente digitalização está a afetar o processo de venda na empresa Primagera. A empresa em estudo atua há 50 anos no Setor da cerâmica, sendo este tradicional e significativo no panorama económico português. Para alcançar os objetivos previamente mencionados, adotou-se uma abordagem qualitativa através de um Case Study, sendo que o foco deste caso de estudo são três grandes temas: Organização da Força de Vendas, Processo de venda e Digitalização. A recolha de dados foi realizada através de uma entrevista semiestruturada ao CEO e Diretor Comercial da empresa. Concluiu-se no final deste estudo que a força de vendas está organizada numa estrutura considerada simples centrada nos mercados e com uma força de vendas por conta. O processo de venda da Primagera segue as sete etapas definidas por Moncrief e Marshall (2005) desde a prospeção até ao follow-up e a digitalização tem um papel fundamental e veio revolucionar o processo de venda tornando-o muito mais eficaz do que há 20 ou 30 anos atrás. Concluiu-se ainda que a grande aposta da empresa será na constante renovação e inovação das suas plataformas digitais de modo a conseguir promover uma relação de cada vez maior proximidade com os seus clientes. É recomendado para investigação futura um estudo quantitativo para análise das práticas de gestão de vendas (sales management) com o objetivo de se retirarem recomendações genéricas para o Setor.
This investigation aims to analyze the sales process and digitalization in the Ceramics Sector. The goal is to characterize the selling process in this sector as well as the sales force organization. Furthermore, it aims to understand how the increasing digitalization impacts the sales process in the company Primagera. The company under study has been operating for 50 years in the ceramics sector, which is traditional and significant in the Portuguese economic panorama. To achieve these goals previously mentioned, it was adopted a qualitative research approach through a Case Study. The focus of this case study are three major themes: Sales Force Organization, Sales Process and Digitalization. Data was collected through a semi-structured interview with the CEO and Commercial Director of the company. Concerning the results analysis it was concluded that the sales force is organized in a simple structure centered in the markets and with key accounts. Primagera's sales process follows the 7 stages defined by Moncrief and Marshall (2005) from prospection to follow- up. Digitalization plays a fundamental role and has revolutionized the sales process, making it much more effective than 20 or 30 years ago. It is also concluded that the company's future focus will be on the constant renewal and innovation of its digital platforms to promote an increasingly closer relationship with its customers. A quantitative study to analyze sales management practices is recommended for future research to extract generic recommendations for the sector.
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Gruber, Jacqueline, and Mei Hong Svensson. "Customer Relationship Management (CRM) : A multiple case study: analysing the critical factors of CRM implementation." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19444.
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Nowadays a company’s focus has shifted from a product-centric view to a more customer-centric view. Customers play a major role for doing business with companies. That leads to the purpose of this research, which is to identify critical factors of CRM implementation and to gain a deeper understanding of how companies deal with those critical factors. This was done with the help of a qualitative method, where six case companies were taken under the research. These six case companies are operating in different industries (1) laundry system industry, (2) printing industry and (3) heavy industry. In addition, the aim of this thesis was to find out how CRM implementation is influenced by critical factors in terms of CRM process and CRM system, interaction of sales force, information / communication flow and organizational structure / culture. The main points which influence the critical factors of CRM implementation were (1) customer-focused, (2) create trust, (3) sharing information and knowledge and (4) decision-making. To overcome these points at first companies need to be customer-focused their sales force need to be able to create trust with customers. Also it is important that companies have a well-implemented information / communication flow to optimise the decision-making process. Within the research more points for how an international organization can manage these critical factors are described. The collected data was analysed with the help of the theoretical framework. The conclusion could be drawn that, a well implemented CRM would help companies to build a better customer relationship and to be able to know as much about customers as possible.
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Guedelha, Olímpio Joaquim da Luz. "A gestão da força de vendas e a variável motivacional." Master's thesis, Instituto Superior de Economia e Gestão, 2001. http://hdl.handle.net/10400.5/16224.
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Mestrado em Gestão (Estratégia e Marketing)A globalização dos mercados e as crescentes exigências por parte de clientes cada vez melhor informados, têm contribuído para uma maior competitividade entre as empresas. A atenção é cada vez mais centrada no cliente, e no conhecimento dos seus hábitos e necessidades. As empresas organizam-se para dar resposta às novas condições e procuram criar uma força de vendas ágil, agressiva e motivada. Os sistemas de gestão têm dado particular atenção à criação de atitudes favoráveis ao trabalho e ao empenho organizacional, trabalho em equipa, propensão para assumir riscos, dedicação ao cliente, desenvolvimento de competências (conhecimentos e experiência), etc.A variável motivacional é provavelmente a que maior influência tem no desempenho da força de vendas. Como consequência, torna-se indispensável acompanhar a motivação dos vendedores para saber se as políticas de gestão do pessoal estão a produzir os resultados psicológicos e os comportamentos desejados. Em Portugal, a maioria dos gestores procura estimular essencialmente a motivação extrínseca dos colaboradores, descurando a gestão dos factores que favorecem a motivação intrínseca. Partindo do pressuposto que tais práticas têm origem no desconhecimento que os gestores têm sobre a estrutura motivacional dos seus colaboradores, procurámos saber quais são as variáveis que favorecem a motivação destes no desempenho das suas funções. Os principais factores de motivação dos colaboradores no desempenho de funções de vendas estão relacionados com a vertente intrínseca, ao contrário das percepções das nchefias que dão mais relevo às variáveis extrínsecas.
The globalisation of the markets and the growing selectivity of the customers who are becoming increasingly well informed have brought about a fierce competition among businesses. Attention is being increasingly focussed on the clients and on getting to know their habits and needs. Businesses try to respond to these new circumstances and attempt to select a skilled, aggressive and motivated saies force. The management systems have given particular attention to the right altitudes conducive to corporate work and commitment, to teamwork, to risk taking, to loyalty to the client, to the development of skills (knowledge and experience), etc. Motivation is probably the factor, which most influences the performance of the sales force. As a consequence, it is imperative to constantly monitor the motivation of the sales staff to check whether the policies regarding staff management and training are producing the desired psychological effects and behaviour. In Portugal, most managers try to stimulate primarily the extrinsic motivation of their staff, disregarding somewhat the management of those factors, which promote intrinsic motivation. Assuming that such behaviour is caused by those managers not being aware of what motivates their staff and how their motivation works, we tried to find out the variables which enhance motivation in the workers. It appears that the most important factors which contributo to the staff carrying out their sales duties are of an intrinsic nature, contrary to the idea supported by management who give more importance to extrinsic factors.
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Bacalhau, Silvia Sofia Pinheiro. "Fatores de sucesso e insucesso na venda: análise da gestão de vendas de uma empresa do setor do lazer." Master's thesis, Escola Superior de Ciências Empresariais, 2013. http://hdl.handle.net/10400.26/5122.
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Dissertação de Mestrado em Ciências Empresariais Ramo de Gestão de Pequenas e Médias EmpresasA ambição do presente projeto é compreender quais os fatores que contribuem e/ou determinam o sucesso ou insucesso numa venda, especificamente no setor do lazer. Partindo desta premissa, foi efetuado um estudo de caso à gestão de vendas de uma empresa líder numa das áreas do sector. Através das informações apreendidas nas entrevistas exploratórias, questionário e na análise da performance da força de vendas, foi possível definir áreas de hipótese relativas aos fatores de sucesso e insucesso numa venda. Para compreender a relevância e significância destas áreas de hipótese, foi analisado o processo de venda da empresa e a técnica de venda usada pela força de vendas. Foi ainda analisado o estudo de mercado realizado aos clientes e prospetos da empresa. Compreender as constantes evoluções da natureza da relação cliente-comercial, representa a validação do pressuposto transformacional e de mutação comportamental do consumidor atual. Como tal, compete à gestão comercial repensar e redefinir estratégias que permitam o sucesso do negócio e a perenidade da empresa. A análise efetuada ao estudo de caso permitiu identificar algumas falhas, deficiências e áreas que potencialmente poderão ser desenvolvidas nos campos de atuação da empresa. Nesta base, foram detetadas oportunidades, identificadas propostas e sugeridas ações a desenvolver nesses âmbitos.
The ambition of this project is to understand which factors contribute and / or determine the success or failure of a sale, specifically in the leisure sector. Starting from this state, a case study was conducted to the sales management of a leading company in one of the sector’s areas. Through the information acknowledged in the exploratory interviews, questionnaire and analysis of the sales force performance, it was possible to define areas of hypothesis concerning the factors of success and failure in a sale. To understand the relevance and significance of these hypothesis areas, the process of selling used by the company and the selling technique used by the sales force were analyzed. It was also analyzed the market survey focussed in the customers and prospects of the company. Understanding the nature of the constant evolution of salesperson-client relationship is the validation of the assumption of the transformation and the changing of the consumer behaviour nowadays. It is a task for the sales management to rethink and redefine strategies for business success and sustainability of the company. This analysis allowed identifying some flaws, weaknesses and areas that could potentially be developed by the company. On this basis, we detected opportunities, identified proposals and suggested plans to develop in those areas.
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Eyeghe, Eboue Dit Aya Ndzang Arsène. "Contribution de la socialisation organisationnelle au management des forces de vente externes : cas des vendeurs indépendants des entreprises gabonaises." Thesis, Montpellier 3, 2018. http://www.theses.fr/2018MON30007/document.
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La force de vente est un système humain, et de relations humaines complexes qui se distingue par une activité de gestion spécifique fondée sur le contrôle et la supervision directe des vendeurs dans leurs activités quotidiennes. Pour décrypter ces relations entre les acteurs, nous avons mobilisé le concept de socialisation organisationnelle, à la fois parce qu’il propose une lecture nouvelle de la réalité managériale, mais aussi parce qu’il constitue un modèle d’influence à même de réguler les comportements organisationnels des acteurs. Cette thèse a pour objectif d’éclairer le management des vendeurs indépendants en situation d’intégration, et d’expliquer pourquoi le turnover de ces vendeurs est aussi élevé au cours de cette phase cruciale du processus de socialisation. L’exploitation du potentiel théorique du concept de socialisation pose néanmoins la question de la pertinence d’une telle étude, étant donné que les vendeurs indépendants peuvent se soustraire à toute forme de socialisation, parce qu’ils n’appartiennent pas juridiquement à l’entreprise. Pour cela, nous menons une première étude qui permet de mettre en évidence le caractère aléatoire et naturel de la socialisation dans ces organisations, à travers les interactions. Nous proposons donc de conceptualiser la socialisation du vendeur indépendant, et la considérons comme un processus de construction de la relation managériale. Le modèle d’analyse que nous développons articule le cadre d’analyse interactionniste de la socialisation à travers le processus de construction de sens, la théorie de la régulation sociale, et la théorie du contrat psychologique. Il est testé sur le terrain, à travers une étude qualitative, mobilisant la méthode des cartes cognitives. En s’appuyant sur les représentations mentales des principaux acteurs de la socialisation du vendeur indépendant, nous souhaitons produire des connaissances qui tiennent compte des réalités et des contextes dans lesquels ces forces de vente exercent. Les résultats de notre recherche mettent en évidence la complexité des schèmes étudiés. Ceux-ci révèlent la difficulté à faire converger les intérêts des acteurs dans leur collaboration. Ils révèlent aussi l’existence d’une socialisation partielle due, en partie, au fait que les entreprises évoluent difficilement dans leurs pratiques de gestion ; les connaissances acquises par les nouveaux vendeurs portent essentiellement sur les aspects commerciaux du travail ; les relations entre membres de la force de vente ne sont pas prises en compte dans le processus de socialisation. Finalement, les vendeurs partent parce que les composantes de leurs relations avec l’entreprise ne correspondent pas à leur système de valeurs. Dans ce cas, nous proposons de gérer et de formaliser la socialisation du vendeur indépendant, en prônant un management et un leadership partagé qui permettrait de prendre en compte les intérêts des différents acteursSales force is a human and complex human relations system that is characterized by a specific management activity based on the control and the direct supervision of the sales agents in their daily activities. In order to decrypt these relations between the actors, we have mobilized the concept of organizational socialization, both because it proposes a further reading of the managerial reality, but also because it constitutes a model of influence able to regulate the organizational behaviors of the actors. This thesis aims at enlightening the management of the independent sales agents into labor integration process, and explaining why the turnover of the sales agents is so high during that critical stage of socialization process. The exploiting of the theoretical potential of the concept of socialization nevertheless arises the issue of the relevance of such a study, given the independent sales agents can avoid any kind of socialization, because legally they don’t belong to the company. For that we make a first survey that enables us to point out the random and natural character of the socialization in these organizations through interactions. We propose thus to conceptualize the socialization of the independent salesman, and we consider it as a construction process of the management relation. The analysis model that we develop uses the interactionnist analysis framework of the socialization through the process of building a sense, the theory of the social regulation, and the theory of psychological contract. It has been field-tested through a qualitative research study, mobilizing the method of cognitive cards. On the basis of the mental representations of the main actors of the independent sales agents ‘socialization, we wish to produce skills that take into account realities and the environments in which these sales teams work. The results of our research show clearly the complexity of the schemes studied. These reveal the difficulty of converging the actors ‘interests in their collaboration. They reveal also the existence of a partial socialization due, partly, to the fact that the companies poorly evolve in their management practices. The skills acquired by the new sales agents are based essentially on the commercial aspects of work. The relations between the sales workforces are not taken into account in the socialization process. Finally, the sales agents leave work because the components of their relations with the company do not match with their value system. In that case, we propose to manage and formalize the socialization of the independent sales agent, recommending shared management and leadership that would permit to take into account the interests of the different actors
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Hsieh, Yao-Sheng, and 謝曜聲. "Sales Force Management Strategy Of Information Service industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/ut7vtu.
Full textAbstract:
碩士國立清華大學
科技管理研究所
94
Sales person is consistently a very indispensable role in most industry. Since 1980s , Most hardware and software information system company had transfer their original position to service provider , and successfully established innovative business model through excellent salesperson’s professional information service ability and marketing sense .Because outstanding sales in information service industry definitely very important , it stands to reason that how to develop selling force management strategy exactly is a key point . This research is focus on selling force management in information service industry .We came out initial framework through interview , bibliography review and experience of studying in information service benchmark company , after our analyze and conclude ,we find four major construct which are leadership , selling style , incentive system , and selling expertise most directly and obviously influence selling performance , Each construct which also includes different variable . After our interview and analysis , we find the final selling management strategy and complete research framework which should be realize and finalize through salesperson , sales manager and company carrying out all the task . Moreover , we also bring up different principle and program for sales , sales manager and company itself . We have confidence , if normal information service company can take this conclusion of research as reference of selling force managent and execute realistically , we have confidence our research can bring IT industry significant contribution on selling force management.
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Nowlin, Edward L. "Sales unit knowledge leveraging mechanisms a mixed method analysis of leveraging salesperson market knowledge /." 2009. http://proquest.umi.com/pqdweb?did=1934063391&sid=6&Fmt=2&clientId=14215&RQT=309&VName=PQD.
Full textAbstract:
Thesis (Ph.D.)--University of Nebraska-Lincoln, 2009.Title from title screen (site viewed February 25, 2010). PDF text: vi, 157 p. : col. ill. ; 4 Mb. UMI publication number: AAT 3386758. Includes bibliographical references. Also available in microfilm and microfiche formats.
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Serdaroglu, Murat [Verfasser]. "Sales force automation use and salesperson performance / by Murat Serdaroglu." 2009. http://d-nb.info/1001394275/34.
Full text
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"Sales force motivation and supervision: a case study of a local office machine marketing firm." Chinese University of Hong Kong, 1990. http://library.cuhk.edu.hk/record=b5886376.
Full textAbstract:
by Chan Ka-tak.Thesis (M.B.A.)--Chinese University of Hong Kong, 1990.
Bibliography: leaves 82-84.
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.v
LIST OF ILLUSTRATIONS --- p.vii
LIST OF TABLES --- p.viii
ACKNOWLEDGMENTS --- p.ix
CHAPTER
Chapter I. --- INTRODUCTION --- p.1
Background of the Study --- p.1
Problem Identification --- p.3
Research Objective --- p.3
Company Background --- p.4
History and Organization --- p.4
Sales Department --- p.7
Summary --- p.10
Notes --- p.11
References --- p.11
Chapter II. --- LITERATURE REVIEW --- p.12
Introduction --- p.12
Motivation --- p.12
What is Motivation? --- p.12
The Role and Characteristics of Motivation --- p.14
Key Factors in Motivation --- p.15
Theories of Motivation --- p.17
Need Theories --- p.18
Hierarchy of Needs --- p.18
Motivation-Hygiene Theory --- p.21
Achievement-Motivation Theory --- p.22
Expectancy Theory --- p.23
Supervision --- p.24
What is Supervision? --- p.24
The Role of Supervision --- p.25
The Process of Supervision --- p.25
Tools for Supervision --- p.26
Summary --- p.29
References --- p.29
Chapter III. --- METHODOLOGY --- p.31
Introduction --- p.31
Research Design --- p.31
Sources of Data --- p.32
Secondary Data --- p.32
Primary Data --- p.32
Questionnaire --- p.34
References --- p.35
Chapter IV. --- RESEARCH RESULTS --- p.36
Introduction --- p.36
Data Analysis --- p.36
Motivation --- p.37
General Background --- p.37
Motivation System --- p.39
Promotion --- p.45
Compensation --- p.46
Supervision --- p.49
General Background --- p.49
Quota --- p.51
Report System & Others --- p.52
Summary --- p.53
References --- p.54
Chapter V. --- DISCUSSION AND RECOMMENDATIONS --- p.55
Introduction --- p.55
Discussion --- p.55
Motivation --- p.55
Supervision --- p.62
Recommendations --- p.66
General --- p.66
Motivation System --- p.67
Supervision System --- p.68
Limitations --- p.71
References --- p.73
APPENDICES --- p.74
Chapter 1. --- Questionnaire for Management --- p.75
Chapter 2. --- Questionnaire for Salesmen --- p.78
BIBLIOGRAPHY --- p.82
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Sheng, Liang-Ming, and 梁明聖. "The Influence Study of Application of Sales Force Automation(SFA) Systemsfor Sales Management in Pharmaceutical Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/62236727774491869004.
Full textAbstract:
碩士高雄醫學大學
藥學研究所碩士在職專班
94
Background: In past few years, the Pharmaceutical business in Taiwan was heavily influenced by National Insurance Scheme, Diagnosis and Prescription Separation System, WTO entrance of Taiwan, Drug Reimbursing Pricing Grouping, Total Reimbursement Budget System, and Pricing Survey Scheme. In face of highly challenging and dynamic environment,” how to re-act?”, “how to survive in the new technology environment?”, and “how the sales managers can effectively utilize the SFA to raise up their management competency and create competition advantage?” have become the key lessons for pharmaceutical companies to learn. Objective: So far, the researches regarding the management effectiveness contribution of SFA are quite limited. This study id designed to find out the SFA contribution of sales management in pharmaceutical industry through the analysis on the points of view of sales managers. This research targets on the study on the sales managers of key 15 companies who are using the SFA systems in Taiwan. And, the result of management interview and key finding will provide for the reference for pharmaceutical industry. Methods : The study use In-depth Interview and Questionnaires .The Quota Sampling method is applied in this study through questionnaires vie 21 E-mail . The actual feedback of effective questionnaires reaches 148 samples. The tool of SPSS is applied in this study for statistic analysis. And, the Chi Square Test and Descriptive Statistics are the key tools for analysis. Results: The key results are that except the variable of “using years of SFA systems installation”, all sales managers with different background posed no difference on the view of “contribution of SFA” and showed a tendency of positive comment. Conclusion: In overall , We can infer that the SFA systems posed a positive contribution for management performance, based on the questionnaire analysis from 6 phases of SFA. The 45.9% of sales managers posed “very helpful” and another 45.9% also expressed “slight helpful”. As a result , in face current highly competitive environment, the pharmaceutical company can use this proposed model of SFA with 6 phases and increase more investment on sales automation development to enhance their management effectiveness and to ensure a timely catch on all business opportunities.
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Yang, TZU-HAO, and 楊子浩. "A study of developing sales force knowledge management system for software industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/k589q8.
Full textAbstract:
碩士中原大學
資訊管理研究所
98
Traditional customer relationship systems are mostly developed by finance companies. The systems are focus on sales automation and sales activities recording. But the systems can’t help to store sales knowledge and sharing with others. So the traditional CRM systems do not much help for sale aspect. The purpose of the study is trying to find a sale method for software company to build a system that can help to manage sales knowledge. The SPIN selling is good for the study to build the system which can store and share the sale knowledge. This system can help software company (1)to manage the sales status;(2)to make a reference for tranning;(3)to implement sales force knowledge management. In order to verify the system, we employ the case study method. The conclusion of this system are as follows ,(1)SPIN selling is suit for sales knowledge management;(2)a web-based system can help users planning and reviewing any where and any time;(3)a rating function can help user to find best practices;(4)the rated case can become a template for next planning;(5)provide a chart to analyze the sales planning status which can help user to improving their skills. Eventually, by the case study, the contribution of this study are as follows,(1)provide a sales knowledge management module combined with CRM system;(2)use SPIN selling to implement the sales force knowledge management system;(3)provide a selling method for salesman in software company.
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Manso, Paulo Alexandre Pereira. "A reorganização da força de vendas face ao novo mercado de electrodomésticos de encastre: o caso da Teka Portugal SA." Master's thesis, 2010. http://hdl.handle.net/10071/3614.
Full textAbstract:
Na actual conjuntura global assiste-se de forma sistemática a grandes alterações em todos os domínios que compõem o mercado, nomeadamente no campo dos seus principais actores – os Vendedores e os Clientes.
Está-se agora perante um novo contexto de relacionamento de mercado, a procura de um melhor serviço, novas formas de relacionamento e o aumento de valor acrescentado que levam a novas expectativas no que concerne às relações entre Forças de Vendas e os Consumidores.
Para Piercy-Nigel e Lane (2009) é necessária uma Força de Vendas que interaja diferentemente, que efectue diferentes procedimentos e assim que acrescente valor ao negócio de novas formas, sendo necessária uma Força de Vendas com uma clara orientação de mercado.
O conceito de Key Account Management surge no mercado como uma estratégia comercial cujo objectivo é o de responder de forma eficaz e rápida a consumidores cada vez mais exigentes, com necessidades variadas e complexas.
A percepção da importância de conferir uma atenção especial aos clientes, viver o seu próprio negócio, o desenvolvimento de relacionamentos com os colaboradores das empresas clientes, tornou-se fundamental no que concerne à definição das estruturas organizativas do departamento comercial das empresas. As estruturas comerciais assentes em conceitos de Key Account Management ganham cada vez mais importância e relevância como factores de desencadeamento de vendas conseguindo a fidelização e retenção do cliente por períodos mais longos no tempo.
Este projecto procura a melhor forma de aplicar um conceito de Key Account Management no departamento comercial da Teka Portugal procedendo-se assim à reorganização da sua Força de Vendas, de forma a maximizar a posição de lider de mercado detida pela marca.In the current global situation we are witnessing a systematic way to major changes in all areas that make up the market, particularly in the field of their main players - the Vendors and the Customers. We are now facing a new context of market relations, the demand for better service, and new forms of extra added value that lead to new expectations in the relationship between Sales Force and Consumers. For Piercy, Nigel and Lane (2009) is needed a sales force that interacts differently, making different procedures and thus to add value to the business in new ways, requiring a Sales Force with a clear market orientation. The concept of Key Account Management appears on the market as a business strategy whose aim is to respond effectively and quickly to consumers becoming more demanding, varied and complex needs. The perception of the importance of giving special attention to customers, live their own business, developing relationships with employees of client companies, has become crucial as regards the definition of organizational structures of the commercial department of the companies. Commercial structures based on concepts of Key Account Management is of increasing importance and relevance as factors triggering sales achieving customer loyalty and customer retention for longer periods of time. This project seeks the best way to apply a concept of Key Account Management in the commercial department of Teka Portugal thus proceeding with the reorganization of its sales force to maximize the market leader position held by the brand.
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Jose-Menon, Marlyn Mary. "Individual, social, organisational and system factors that influence acceptance of SFA tools: the case study of CRM in a South African banking context." Thesis, 2013. http://hdl.handle.net/10539/12846.
Full textAbstract:
Thesis (M.Com. (Information Systems))--University of the Witwatersrand, Faculty of Commerce, Law and Management, School of Economic and Business Sciences, 2013.This research study investigated the key factors that facilitate the adoption of technology by salespeople by building on previous studies in literature that have investigated Customer Relationship Management (CRM) acceptance. The research model was adapted by introducing a new construct, System Characteristics, along with Organisational, Social and Individual Factors to explain Sales Force Automation (SFA) tool acceptance, through the mediating influences of Perceived Usefulness (PU) and Perceived Ease-of-Use (PEOU). The results from 337 end-users of the Siebel CRM system in Bank A, in South Africa, found that in addition to PU and PEOU, Personal Innovativeness and Team Leader Support are significant independent drivers of User Acceptance of SFA tools. The model had an R2 of 0.480, which showed that a considerable portion of the variance could be explained through these factors. The research contributes to the current body of research by confirming the importance of personal innovativeness and team leader support towards system acceptance. The number of years the user has been working on the system was also shown to have a significant positive influence on acceptance. Practitioners, concerned with the acceptance of SFA tools, will find that organisational and social factors can significantly influence how users perceive a system to be easy-to-use and useful. The fact that these factors are all relatively easily implementable will be welcomed by IT practitioners facing similar challenges with their sales force. Technical characteristics of the system were found to be a construct that is recommended for future research, based on the findings from this study. Identifying specific aspects of the interface that change users’ perceptions about the software’s ease-of-use can be done by possibly Technology Acceptance Model (TAM) with the e-S-QUAL model in future studies.
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Tsai, Tsung-Han, and 蔡宗翰. "Employing the Adoption Ladder Method of Sales Force Automation to Strengthen Customer Relationship Management." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/10605383623958024574.
Full textAbstract:
碩士國立彰化師範大學
企業管理學系國際企業經營管理
101
Since the promotion of National Health Insurance in Taiwan, the budget for health insurance has become difficult and the subsidies for hospitals and clinics are adjusted the pharmaceutical prices and reduced the average point value that hospitals are facing serious shortage of medical demands and major challenge in pharmaceutical industry. In such a fiercely competitive environment in pharmaceutical industry, it has become a primary issue for pharmaceutical factories discovering the competitive advantages and analyzing the physicians’ prescribing behaviors to overcome the reducing subsidies and achieve the business performance. In various physicians’ prescription drugs, the ones for chronic diseases are prescribed by nationally certified professional physicians that they present decisive effects on the selection of pharmaceutical factories. How to struggle for the support of physicians’ prescriptions therefore becomes the key factor in pharmaceutical factories achieving the business performance. A Japanese pharmaceutical factory in Taiwan is explored the applications of Sales Force Automation System with the combination of Sales Laddering and Trend Analysis to clearly defining the position in sales hierarchy of physicians’ customers. Aiming at such customers, relative sales strategies are further developed to reinforce Customer Relationship Management for high sales performance in the competitive market. The above systems and approaches are utilized in the case factory, in which suitable position in sales hierarchy of customers are established, the behavioral changes and the correlations between the involvement and the number of visit between customers in Level A v &; B in Sales Laddering are deducted by Trend Analysis with the mean, the behavioral changes of prescriptions between Level A &; B customers in different seasons are observed, and each physician’s cognition of drugs is clearly defined. It tends to enhance the prescription amount of pharmaceutical factories. The research results could provide reference for pharmaceutical factories in Taiwan formulating sales strategies and enhancing the competitiveness.
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Rademeyer, Angela Liza. "Algorithmic approaches to solving multi-period sales force and delivery vehicle master routing problems." Thesis, 2014.
Find full textAbstract:
Many companies are confronted with the problem of creating xed master
routes for a period of more than a day either for geographically dispersed
sales representatives or for
eets of delivery vehicles which operate from a
single depot. This involves the assignment of the company's customers to the
sales reps/vehicles as well as visit pro les. For the problems de ned herein,
these allocations of customers to a service group must remain xed for the
duration of the planning period. A pro le represents a valid combination of
visit days for a customer as well as a proportion of distributable workload
(time for sales reps or mass for delivery vehicles) for each visit. For the
sales rep problem, there is the option to solve for the optimal number of
salesmen and their home locations if they are not known. Also, routes for
the salesmen may include a new feature, sleep-outs, which are governed by
rules indicating possible combinations of nights spent away from home as
well as sleep-out locations. These combinatorial optimization problems are
solved using exact and heuristic branch-and-bound algorithms which also
assists in de ning the problem complexity. A genetic algorithm hybridised
with problem speci c heuristics (i.e. a memetic algorithm) is also applied
to problems which cannot be solved exactly in a reasonable amount of time.
This evolutionary programming metaheuristic technique uses natural multi-
level data structures and problem-sensitive genetic operators.
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Esteves, Luís Emanuel Vaz. "Sistema de informação para gestão das atividades e suporte à decisão das equipas comerciais." Master's thesis, 2016. http://hdl.handle.net/10400.2/5680.
Full textAbstract:
Esta dissertação enquadra-se na área do Customer Relationship Management (CRM), no domínio aplicacional do Sales Force Automation (SFA), em um operador móvel de telecomunicações no suporte à rede comercial. Assim, esta dissertação investiga de que forma a introdução de uma ferramenta SFA em um operador móvel de telecomunicações poderá resolver a enorme dificuldade que a empresa tem em obter informações fiáveis e atempadas. A incapacidade em obter esta informação não permite aos gestores tomar decisões em resposta a alterações súbitas do mercado. Por outro lado, os seus delegados comerciais que suportam os agentes não têm uma ferramenta que organize as suas agendas, e a disponibilização de informação útil e atualizada nas suas visitas aos agentes.
Assim, foi decidido investigar qual o impacto resultante da introdução de uma ferramenta SFA, que em tempo real auxilie os gestores na tomada de decisão, na disponibilização de informação que suporte as reuniões dos delegados com os seus agentes, bem como no planeamento e agendamento dessas mesmas reuniões. Foi demonstrada uma relação positiva entre a utilização do SFA e a produtividade dos delegados. Esta alteração de hábitos comportamentais, bem como a disponibilidade de informação permitindo uma melhor monitorização sobre o desempenho dos agentes, afetou positivamente a capacidade de tomada de decisão, tendo provocado um incremento na eficiência das visitas aos agentes, e resultando na melhoria dos indicadores mais importantes da empresa.This dissertation fits in Customer Relationship Management (CRM) area, the application domain Sales Force Automation tool (SFA) in a mobile telecommunications operator supporting the commercial network. Thus, this thesis research how the introduction of an SFA tool in a mobile telecommunications operator can solve the enormous difficulty that the company has to obtain reliable and timely information. Failure to obtain this information, does not allow managers to make decisions in response to sudden market changes. On the other hand its sales representatives supporting the agents do not have a tool to organize their schedules and providing useful and updated information on their visits to agents. It was therefore decided to research the impact of the introduction of an SFA tool that real-time assist managers in decision making, providing information to support the delegates meetings with their agents, as well as planning and scheduling of these same meetings. A positive relationship between the use of SFA and productivity of salesman was demonstrate. The behavior change, as well as the availability of information allowing for better monitoring the agents performance, positively affected the decision-making capacity and resulted in an increase in the efficiency of agents visits, and resulting an increase of Key performance indicators.
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Morais, Sara Lopes Paulino Gomes. "SPORTS 4 LIFE: maximização da cobertura territorial baseada em key account management." Master's thesis, 2014. http://hdl.handle.net/10071/9301.
Full textAbstract:
Este Projecto foca os principais passos inerentes à maximização da cobertura Comercial de um Território. Após um enquadramento contextual da temática, é proposta uma metodologia de suporte à Direcção Comercial com ferramentas de definição de prioridades estratégicas, abordagens a Clientes, cobertura de territórios, análise do papel dos actores ao longo do processo e enumeração de vários indicadores de performance.
A tese constrói-se sobre a apresentação do caso imaginário da Sports 4 Life Portugal – a sucursal de uma importante multinacional a operar no mercado de Desporto – que, após uma fase de reestruturação, vive o desafio de uma Estrutura Comercial com menos Vendedores para o mesmo número de Clientes. A resposta irá estar assente na abordagem Key Account Management e na teoria sobre a maximização da cobertura territorial.This project focuses on the main steps involved in the Commercial coverage maximization of a territory. After a contextual framework of the theme, a methodology is proposed to support the Sales Manager with strategic priority setting tools, approaches to Customers, territory coverage, analysis of the role of stakeholders throughout the process and enumeration of various performance indicators. The thesis is built over the presentation of the imaginary case of Sports 4 Life Portugal – the branch of a major multinational operating in the Sporting Goods market – which, after a phase of restructuration, faces the challenge of a Commercial structure with less Sales Representatives for the same number of Customers. The answer will be based on the Key Account Management approach and on the territorial coverage maximization theory.
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Melo, Pedro Gonçalo Correia Baptista Soares de. "Healthpharm: caso pedagógico de uma reestruturação territorial." Master's thesis, 2010. http://hdl.handle.net/10071/3610.
Full textAbstract:
Este projecto ocupa-se principalmente do processo de definição dum Território de Vendas: os passos da sua construção, a sua importância, os parâmetros principais que o condicionam, as suas restrições, o método para a sua implementação e as consequências da má aplicação das regras que presidem à sua definição. A tese assenta no estudo duma importante filial portuguesa duma multinacional farmacêutica, a imaginária HealthPharm Portugal que lida com um problema de má divisão territorial. Sendo este um problema frequente no mundo empresarial, construiu-se um caso pedagógico que não só chama a atenção sobre a importância e vantagens da boa divisão territorial mas que constitui principalmente uma base de treino para a aplicação da metodologia recolhida na revisão da literatura. Nesse sentido, descreve-se em pormenor as ferramentas e os seus passos para definir um território de vendas eficaz. Aplicam-se as ferramentas ao caso estudado e tiram-se as conclusões. Finalmente, são tratadas as matérias de animação.This project deals mostly with the process of defining a Sales Territory: the steps required to build it, its importance, the main conditioning parameters, its constraints, its implementation method and, above all, the consequences of improper application of the rules that should preside to its definition. The work is based on the problems faced by an important Portuguese subsidiary of a multinational pharmaceuticals provider, the fictitious HealthPharm Portugal, which are caused by poor territorial division. This being a common problem in the managerial world, a case study is built that draws attention to the importance and advantages of a good territorial division. Furthermore, it originates a pedagogical basis, on which the methodology described in the revision of previously published works is applied. To this purpose, the tools and steps to define an effective sales territory are described. The tools are applied to the case study and conclusions are drawn. Finally, the work deals with the practical methods of imparting these matters to students.
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Jorge, Rui Nuno da Silva Pinheiro Pratas. "Glaxosmithkline: reorganização empresarial baseada em key account management." Master's thesis, 2013. http://hdl.handle.net/10071/8633.
Full textAbstract:
Este projeto foi desenvolvido numa multinacional farmacêutica, a GlaxoSmithkline (GSK),
uma das Companhias de referência no mercado farmacêutico.
A GSK tem uma forte e sólida estrutura comercial que está organizada por duas unidades de
negócio, a Business Unit Hospitalar e Business Unit Trade. Trata-se de uma empresa que, tal
como outras do mesmo setor, tem sofrido o impacto de toda a conjuntura atual e, em concreto,
as inúmeras alterações específicas do setor em questão.
A GSK tem na sua estrutura um Key Account Manager (KAManager). Desta forma, a
abordagem aos stakeholders hospitalares [Médicos, Comissões de Farmácia Terapêutica
(CFT), Serviços de Aprovisionamento], resultam em relacionamentos circunstanciais, sem
existir um acompanhamento regular e estratégico a estes clientes.
Assim, foi elaborado um diagnóstico situacional à envolvente externa e interna da GSK com o
intuito de analisar em detalhe a sua estrutura e forma de atuação presente para, a partir daí, ser
possível propor uma solução de uma melhor e mais correta adaptação da organização
comercial às necessidades atuais que o mercado revela.
Desta forma, tornou-se possível produzir uma solução de reorganização comercial baseada
num programa Key Account Management (KAM), que permitirá identificar os clientes com
capacidades para assegurar o futuro da GSK e delinear estratégias de relacionamento com os
mesmos.This project was developed for a multinational pharmaceutical company, GlaxoSmithkline (GSK), one of the leading Companies in the pharmaceutical market. GSK has a strong and solid commercial structure that is organized by two business units, the Business Unit Hospital and the Business Unit Trade. This is a company that, like others of the same sector, has suffered the impact of the whole current situation and, in particular, the innumerous specific changes involving the sector in question. Incorporated in the GSK structure is the Key Account Manager. The relationship with the Hospital stakeholders (Medical Doctors, Pharmaceutical Drug Commissions, Procurement Services), is circumstantial without regular and strategic visit to these clients. Thus, a situational diagnosis was assessed focusing on GSK's external and internal issues in order to analyze in detail the structure and form of current performance, which would enable to propose a solution for a better and more correct adjustment of business organization to address the current needs that the market requires. In this way, it became possible to bring forth a solution for commercial reorganization based on a KAM program to identify customers with capabilities to ensure the future of GSK and outline strategies for dealing with them.
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Lin, Yen-Ling, and 林衍伶. "The study of sales force management strategy of Taiwan life insurance company-cases of Skin Kong Life、Cathy Life &Fubon Life." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/5944rc.
Full textAbstract:
碩士國立雲林科技大學
企業管理系
103
Taiwan's life insurance industry in recent years because of the financial crisis, resulting in the overall market environment downturn. Under the global economic downturn, environment, domestic life insurance companies will face a loss of investment markets and lower interest rates due to market pressures and the emergence of negative spread gradually expand the operating conditions. Also faced with a rapidly changing external environment, and the rise of the global economy, the overall Taiwanese life insurance market has become highly competitive in the transfer market, interbank intense the competition has become increasingly intense. Life insurance business for the insurance company personnel management system, education and training and the relevance of the study of business performance, as the priorities and focus of future business-driven, resources, such as education and training, encourage counseling, etc. during operations, reduce costs and enhance the company the overall performance and productivity. Increase innovation and differentiation of goods as a competitive strategy. And focus the company's superior resources, increase the added value of goods, then the impact of advertising through the media, increase satisfaction and consumer willingness to buy, we will be able to create the expected continued growth of premium income. In this study, Fubon Life Insurance, Cathay Life Insurance, Shin Kong Life Insurance for the study, through in-depth interviews to understand the insurance company's sales management systems to explore, seek professional business must have what qualities, and each grade level education and training must be some performance pay system, training program to improve the professionalism salesman and effectively to rapidly changing market, the company's marketing of goods, leaving only only help. The study found that: First, the same three companies business staffing organization, but different operating particular portfolio. Second, the salary system: Cathay Life Insurance, Shin Kong Life Insurance relatively similar. Third, Cathay Life Insurance sales management system for higher requirements, Fubon Life Insurance, Shin Kong Life Insurance is required height level of commitment in terms of customer relationship management. Four, three in the salary structure in common (uncapped bonus system), but also affect the function. Fifth, the training system for the function will be affected.
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Lai, Chun-Cheng, and 賴宗成. "Research on the Improvement of Business Performance by Introduction of Sales Force Automation---From The Perspective of Top Management of Taiwan Pharmaceutical Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/05756866232295138044.
Full textAbstract:
碩士高雄醫學大學
藥學研究所碩士在職專班
94
The pharmaceutical industries which have high costs in customer service mainly depend on salesmen to promote and market their products. However, the salesmen seldom use high-tech instruments under traditional marketing model and record customers’ data by different ways. Thus, it is easy to have errors in the records and is hard for the internal department and administrators of the company to supervise. The policy of BNHI continuingly reduces the total expenditure of drug. The profit of the pharmaceutical companies drops down accordingly. Under these circumstances, to keep the core competitive advantage and market share is the common goal of every pharmaceutical company. Sales Force Automation (SFA) brings renovation for the company. SFA speeds the transmission of the information inside the company, allocates the marketing resources more efficiently and segments the company from other competitors. It is proved that SFA helps the company to enhance sale performance in the life insurance industries and other industries. However, the impact of SFA on the pharmaceutical industries is seldom discussed. This thesis thoroughly discusses the impact on the companies which have adopted SFA by the method of interview. It is found that SFA indeed enhances the internal management and efficiency of the company. It is also found that SFA helps the company to evaluate the pharmaceutical market more accurately. However it is hard to estimate whether SFA can increase the profits of the company. If the implementation of SFA exceeds the threshold (upgrade to CRM & BI), the effectiveness will dramatically increase.
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Römhild, Franziska Sophia. "Innovating the pharma sales model at Boehringer Ingelheim Portugal." Master's thesis, 2013. http://hdl.handle.net/10400.14/20519.
Full textAbstract:
Boehringer Ingelheim is one of the world’s top 20 pharmaceutical companies. Its main headquarters
is in Germany. Its subsidiary in Portugal which will be focussed in this thesis, has been struggling for
the last years to keep up sales figures, not only due to economic crisis but also due to strong
regulations and changing preferences of physicians, their main target. Even though Boehringer
Ingelheim Portugal is already recovering and on the fast lane concerning their market growth, it is
still important to find new ways to continuously reach health care professionals (HCP).
This degree dissertation consequently aims at giving a broader overview of the industry’s general
background as well as of the pharmaceutical market in Portugal. Furthermore, the reader will get a
deeper insight of the company’s background and its position on the market as well as its marketing
and sales structure and its current strategies to address physicians. Current used marketing
approaches will be presented and discussed.
A market research study will provide insight on physicians changing preferences of communication
channels as well as on competitors’ actual marketing strategies. This will allow understanding
Boehringer Ingelheim Portugal’s position regarding a multichannel marketing approach in
comparison with other players on the market. Furthermore the study will give insight on trends in
the offline and online marketing area.
Overall, this thesis strives to give a better understanding on physicians’ areas of interest and their
communication preferences with pharmaceutical companies in order to find a new pharma sales
promotion model that increases the effectiveness of marketing and sales approaches towards HCP.
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Machado, Pedro Miguel da Cunha. "Ergocare - projeto de elaboração de um plano de vendas." Master's thesis, 2016. http://hdl.handle.net/10071/13410.
Full textAbstract:
O contexto social e económico vigente, levou a que o mercado, que por si só já é um
ambiente competitivo, se tornasse num meio ainda mais predatório, onde impera a lei do
mais forte, que dita que apenas subsistem aqueles que têm a capacidade de resistir às
mudanças e aos desafios actuais.
Os clientes são o activo mais importante de uma empresa (Friesen, 2002), são a sua
razão de existir, e é verdade que sem clientes uma empresa não tem qualquer propósito.
Tendo por base este princípio, é necessário que as empresas saibam explorar da melhor
forma o potencial que reside nos seus clientes, através das vendas.
O objectivo deste trabalho passa por dotar a empresa Ergocare, que actua no sector da
dos Cuidados de Saúde, nomeadamente no da Geriatria, de um plano de vendas anual
que lhe permita alcançar os seus objetivos comerciais e auxiliar a força de vendas da
empresa a optimizar as suas operações, atingindo e preferencialmente ultrapassando os
objetivos definidos.
Sendo colaborador da Ergocare, verifiquei que a não existência de um plano de vendas
anual tem prejudicado financeiramente os resultados da empresa de forma consecutiva,
impedindo-a de crescer, e de cumprir com os seus objectivos e ambições comerciais.
Pretende-se neste trabalho compreender quais as melhores metodologias e práticas para
o desenvolvimento de um plano de vendas, que permita à empresa Ergocare, formular o
seu próprio plano de vendas. Posto isto, esta tese terá uma forte componente prática
dentro da organização em estudo, fazendo dela um Projecto - Empresa.The current social and economic context, led the market to became an even more predatory environment, dominated by the law of the strongest, which dictates that only those who have the ability to resist changes and current challenges will endure. Customers are the most important asset of a company (Friesen, 2002), they are its reason to exist, and it is true that without customers a company has no purpose. Based on this principle, it is necessary that companies know the best way to explore the potential that resides in customers, through sales. The aim of this work is to provide Ergocare, which operates in the health care sector, in particular of Geriatrics, of an annual sales plan that will allow the companie to achieve its business goals and help the sales force of the company to optimize its operations, reaching and exceeding the goals defined, preferably. Being a Ergocare worker, I noticed that the non-existence of an annual sales plan has hurt financially the company's results consecutively, preventing it from growing, and to meet its objectives and commercial ambitions. This work aims to understand what are the best practices and methodologies for developing a sales plan, which will allow Ergocare, to formulate its own sales plan. Having said that, this thesis will have a strong practical component within the organization under study, making it a Company-project.
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Rodrigues, Paulo Jorge Pereira. "Orange pharma: caso pedagógico de uma reorganização da força de vendas." Master's thesis, 2013. http://hdl.handle.net/10071/6923.
Full textAbstract:
Classificação: H51; I11; I18; L22; L25; M53Este projecto foi desenvolvido na filial portuguesa de uma multinacional farmacêutica, a imaginária Orange Pharma (OP), com meio século de experiência no mercado farmacêutico. Como muitas outras empresas deste sector a Orange Pharma está a sofrer o impacto da conjuntura económica actual, ao nível do poder de compra e das inúmeras alterações específicas deste sector, (como as regulamentares) e na alteração dos decisores de compra. Perante esta nova realidade, e como a Orange Pharma tem uma estrutura de vendas tradicional, desenquadrada das novas exigências e dos principais decisores de negócio, não está a responder eficazmente aos novos desafios do mercado. Existe assim, uma oportunidade para inovar, ao nível da estrutura de vendas, com a implementação do Key Account Management (KAM), dando, desta forma, uma resposta aos novos desafios do mercado. Este caso pedagógico chama a atenção para a importância e as vantagens de uma boa organização da força de vendas, e também constitui uma ferramenta de treino para a aplicação da metodologia recolhida na revisão bibliográfica. Desta forma, descreve-se em detalhe as ferramentas e os passos para definir uma organização de vendas baseada em Key Account Management ajustada à realidade do mercado. Aplicaram-se as ferramentas ao caso estudado e tiraram-se as ilações.
This Project was developed at the Portuguese affiliate of a pharmaceutical multinational company: the fictional Orange Pharma, half a century experience in the market. As many other pharmaceutical companies, Orange Pharma is suffering the full brunt of the present economic conjuncture. It includes lower purchasing power, numberless regulations for the sector and changes in purchasers’ behaviour. Orange Pharma, that operates a traditional sales structure totally inadequate to the novel reality of new requirements and market decision makers, is not reacting properly to the changes in market challenges. There is, thus, an opportunity to innovate in a sales structure organization creating the figure of Key Account Manager, a response to the new market challenges. This case study draws the attention to the importance of a sales force being properly organized. As a pedagogical case it is also a training tool to put in practice the methods studied in the bibliographic revision. The tools and steps to set up a sales organization based on Key Account Management adjusted to the market realities are herein included. The tools have been applied to the case study and conclusions thereby were drawn.
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Santos, Daniel Filipe Teodoro dos. "Qual o impacto do processo de mudança de uma organização monoproduto para multiproduto nas equipas comerciais do grupo nabeiro: no canal horeca." Master's thesis, 2013. http://hdl.handle.net/10071/8525.
Full textAbstract:
Atualmente, vivemos sob um clima de incerteza onde a conjuntura macroeconómica está em constante mudança. À medida que o ritmo dessas alterações aumenta, muitas das empresas dão por si no lado errado da curva da mudança.
Esta aceleração exige capacidades adaptativas permanentes e novas competências organizacionais e de gestão. Para crescer numa sociedade cada vez mais disruptiva, as empresas devem tornar-se tão adaptáveis a nível estratégico como operacionalmente, nunca desviando a sua atenção da eficiência dos processos.
A adaptabilidade de todas as sociedades, organizações e indivíduos será testada como nunca antes. Felizmente, as mudanças criam oportunidades, assim como desafios. De tal forma, que se torna fator crítico de sucesso para as organizações o desenvolvimento de novas formas de relacionamento que incrementem valor ao negócio.
O estudo em causa está inserido no âmbito do projeto de Bolonha e será aprofundado sob a forma de um caso de estudo pedagógico e, como tal, apresenta duas vertentes: uma vertente de análise setorial e empresarial e uma vertente de resolução do caso prático recorrendo a uma metodologia pedagógica.
A escolha do tema de investigação nasce da necessidade de analisar os impactos na força de vendas da mudança de paradigma introduzida, ao considerar-se estrategicamente a assumpção de uma organização multiproduto (em detrimento de uma monoproduto) por condicionalismos de mercado.
Este projeto procura interligar duas temáticas, o mercado/consumo de café no canal Horeca, em Portugal, nomeadamente a sua evolução e o perfil da sua clientela, bem como a força de vendas do Grupo Nabeiro, a sua atuação neste mercado, detalhando a sua organização, as suas funções diárias, as suas técnicas de venda, o seu perfil, os seus níveis motivacionais e as suas competências. Nesta simbiose, resulta uma nova estratégia multiproduto que “obriga” a uma nova estrutura organizacional e a sistemas de avaliação e controlo mais complexos.
O tema escolhido é de cariz atual e pertinente no contexto empresarial português, pelo que se propõe ter uma finalidade de ensino das matérias abordadas.Currently, we live in a climate of uncertainty where the macroeconomic environment is constantly changing. As the pace of change increases, many companies find themselves on the wrong side of the change curve. This acceleration requires permanent adaptive capabilities and new organizational and management skills. To grow up in a society increasingly disruptive, companies must become adaptable at the strategic and operationally level, never diverting your attention from the efficiency of processes. The adaptability of all societies, organizations and individuals will be tested like never before. Fortunately, the changes create opportunities as well as challenges. So, it becomes a critical success factor for organizations the development of new forms of relationships that enhance business value. The study in question is inserted under the Bologna project and will be deepened in the form of a pedagogic case study and, as such, is twofold: an issue for industry and business analysis, and a part of solving the case study using a pedagogical methodology. The choice of research topic arises in the need for analyze the impact on sales force caused by the introduced paradigm change, by considering strategically assumption of a multiproduct organization (rather than a single product) by market conditions. This project seeks to interconnect two themes, the market / consumption of coffee in the Horeca channel in Portugal, including its evolution and the profile of their customers, as well as the strength of the Grupo Nabeiro sales and act in this market, detailing the organization, its daily functions, selling techniques, profile, its motivational levels and skills. In this symbiosis, results in a new multiproduct strategy that "obliges" a new organizational structure and evaluation and control systems more complex. The theme is current and relevant in the Portuguese business context, it is therefore proposed to have a teaching purpose of the subjects covered.
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Cunha, João Nuno Vilaverde e. "O controlo da força de vendas na Auto Sueco." Master's thesis, 2013. http://hdl.handle.net/10400.14/17165.
Full textAbstract:
No contexto atual de grande contração da economia nacional, o mercado de venda de
camiões tem sentido uma fortíssima diminuição ao nível do seu volume de vendas anual. Esta
mudança de paradigma impele as empresas, que se dedicam à comercialização destes veículos, a
uma mudança na sua estratégia. Essa mudança implica muitas vezes a introdução de novas
formas de gestão do seu portfolio de clientes, bem como de controlo da sua força de vendas.
Este Trabalho Final de Mestrado na modalidade de Relatório de Estágio tem como objetivo a
criação de um sistema para controlo da força de vendas na Auto Sueco, tendo por base a
utilização de software de gestão do relacionamento com o cliente (CRM), nomeadamente o
programa desenvolvido pela Volvo Trucks: Customer Management.
Este trabalho resulta de um estágio curricular realizado na unidade de venda de camiões da
Auto Sueco Portugal.
Para desenvolvimento do sistema de controlo no contexto CRM foram abordados diferentes
temas teóricos nomeadamente o marketing e o mercado Business to Business, o Customer
Relationship Management e o Controlo da Força de Vendas. Relativamente ao primeiro e últimos
temas teóricos, Mercado B2B e Controlo da Força de Vendas, os autores que estiveram na base
do trabalho são Jobber e Lancaster (2009). No que diz respeito ao Customer Relationship
Management o autor que esteve na base do trabalho foi Francis Buttle (2004).
Ainda no âmbito da abordagem teórica faz-se a interligação dos diferentes corpos teóricos no
Modelo de Análise, explicando de que forma eles se relacionam entre si.
Posteriormente os temas teóricos são estudados à luz da realidade da Auto Sueco ou seja, de
que forma é possível controlar a força de vendas em contexto de Mercado B2B e aplicando as
ferramentas CRM.
Por fim, deixam-se algumas considerações sobre os pontos fortes e fracos da implementação
do sistema de controlo na unidade de venda de camiões da Auto Sueco, deixando-se algumas
sugestões de melhoria para o futuro e reforçando-se os aspetos mais positivos da iniciativa.In the current context of large contraction of the national economy, the truck selling market is experiencing a strong decreasing in its annual sales. This paradigm shift impels companies, engaged in this market, to make a change in its strategy. This change often involves the introduction of new ways of managing their portfolio of clients as well as control of their sales force. This final work in the form of Master Internship Report aims to establish a system for monitoring the sales force in Auto Sueco, based on the use of customer relationship management (CRM) software, including the program developed by Volvo Trucks: Customer Management. This work results from a curricular internship held in truck sales department of Auto Sueco Portugal. To develop the control system, in a CRM context, different theoretical topics including marketing and market Business to Business, Customer Relationship Management and Sales Force Control were studied. For the first and last theoretical issues, Market B2B and Sales Force Control, the authors at the base of the work are Jobber and Lancaster (2009). With regard to the issue of Customer Relationship Management the basis was the work of the author Francis Buttle (2004). Also within the theoretical approach, the interconnection of different theoretical approaches is made in the Analysis Model, explaining how they relate to each other. Later the theoretical issues are studied in the light of the reality of Auto Sueco, namely how it is possible to control the sales force in the context of B2B Market and applying CRM tools at the same time. Finally, some considerations are made about the strengths and weaknesses of the implementation of the control system in the trucks sales unit of Auto Sueco, leaving some improvement suggestions for the future and reinforcing the more positive aspects of the initiative.
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Trigo, Mariana Gonçalves. "Gama Long Tail: alavancagem para o reconhecimento da Worten como especialista e aumento de vendas no canal tradicional." Master's thesis, 2016. http://hdl.handle.net/10071/13713.
Full textAbstract:
JEL Classification: M10; M31;L11A Worten, insígnia do grupo Sonae, atua no mercado do retalho eletrónico desde 1996, contando hoje com 140 lojas geograficamente dispersas pelo território nacional e ilhas. Com uma Quota de Mercado de cerca de 35% (Anexo 3), posiciona-se como líder de mercado em Portugal. Sob o mote “O nosso forte é o preço”, a empresa ambiciona garantir a melhor relação qualidade/preço para o seu cliente. Com a dispersão da Internet em todo o mundo, o cliente alterou radicalmente o seu comportamento e exigências, graças ao acesso facilitado a toda a informação em tempo real. A recente realidade do Research Online Purchase Offline (ROPO) obriga assim os players do mercado a alterarem as suas abordagens. Uma oferta customizada, um conhecimento de especialista sobre o produto e uma abordagem omnicanal são hoje requisitos obrigatórios para sobreviver no mercado do retalho eletrónico. A tradicional loja física terá sempre uma limitação quantitativa de espaço e a força de vendas presente em loja terá sempre um conhecimento limitado sobre os artigos a vender, principalmente devido à elevada rotatividade dos colaboradores. A gama Long Tail surge assim como uma solução interessante para estas questões. Torna-se então necessário perceber como pode a mesma alavancar as vendas não só no canal online como também nas lojas físicas, ao mesmo tempo que reposiciona a Worten como especialista no mercado da eletrónica.
Worten, a Sonae Group company, is present in the retail eletronic market since 1966, with 140 stores geographically dispersed by the national territory and islands. With a market share around 35% (Atachment 3), it reveals itself as the distinct market leader. Under the motto “Our strength is the price”, Worten’s ambition is to guarantee the best quality-price relation for its clients. With the globalization of the Internet all around the world, the customer has changed radically, with free access to information in real time. ROPO is already a reality and it demands market players to revise their approach. A customized offer, a specialist knowledge about the product and an omnichannel strategy is mandatory to survive in the world of electronic retail. Above that, the physical store will always have limited space and the sales force limited knowledge about the range they are selling, mainly due to the high staff turnover. Long Tail range appears has the solution for these problems and it is necessary to understand how it can help increasing sales not only in the online channel but also in traditional stores, at the same time that positions Worten has a specialist in the eletronic market.