Training 3,500 salesmen to do the right things – not just how to fill out Siebel screens
It all started 18 months ago when one of our largest clients “got the religion”. They understood the power of the approach that we were suggesting and decided to use our software application to improve the speed and quality of their SAP and Siebel implementation.
In summary, they used a process focused approach using control-ES (a software application) which allowed them to develop a single model with input from a multi-functional team who are spread across 3 continents. This hierarchical end-to-end process model defined how the business would work, specified how SAP & Siebel would be configured, tested that the configuration would support the business end-to-end.
They held their nerve and this week they have the final proof, beyond doubt, that they made the right decision. So what happened this week?
3,500 salespeople around the world were trained on how to use Siebel – but not by being sent on a Siebel training course, not by being led through a series of Siebel screens. Instead they were being trained by following “Playbooks”. These are structured flows that step through the live processes and allows the salespeople to understand why they are doing things, how they do them…..and only then which Siebel screens need to be completed.
The comments from the most senior people.... "The Playbooks on our intranet are fantastic!! Make sure you give it hype as I think it will help with overall navigational differences in Siebel 7"
We all love a happy ending.
In summary, they used a process focused approach using control-ES (a software application) which allowed them to develop a single model with input from a multi-functional team who are spread across 3 continents. This hierarchical end-to-end process model defined how the business would work, specified how SAP & Siebel would be configured, tested that the configuration would support the business end-to-end.
They held their nerve and this week they have the final proof, beyond doubt, that they made the right decision. So what happened this week?
3,500 salespeople around the world were trained on how to use Siebel – but not by being sent on a Siebel training course, not by being led through a series of Siebel screens. Instead they were being trained by following “Playbooks”. These are structured flows that step through the live processes and allows the salespeople to understand why they are doing things, how they do them…..and only then which Siebel screens need to be completed.
The comments from the most senior people.... "The Playbooks on our intranet are fantastic!! Make sure you give it hype as I think it will help with overall navigational differences in Siebel 7"
We all love a happy ending.
posted by Ian Gotts at 7:28 AM
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