Operational improvement on sales support center: Develop a sales commission guidelines and process for Asia Pacific sales agents

• Main Author: Katigbak, Marianne San Luis
• Format: text
• Language: English
• Published: Animo Repository 2017
• Subjects: Sales > Philippines; Business enterprises > Philippines
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5390
• Institution: De La Salle University

This research study will present an organizational process for the newly established sales support center to improve operational performance and efficiency. Company Xs sales support center lacks standard guidelines and process in terms of granting sales commission, hence, there were disputes raised by its sales support agents. The challenge is to develop a sales commission guidelines in order to monitor sales performance and to proactively provide the sales support agents an update on their approved sales commissions. As an intervention, Kurt Lewins change management model and process standardization framework were applied in two action research cycles. Action research cycle 1 was the establishment of standard or guidelines and cycle 2 involved the creation of process in accordance to the guidelines. Upon implementation of the guidelines and process, feedback were gathered using Scheins types of inquiry: pure, diagnostic and confrontive. In the pure inquiry feedback indicated that there was a clear and concise guidelines in granting sales commission and an appreciation of such was also expressed. Whereas in the diagnostic inquiry, it showed that the guidelines and process are simple and straight forward giving a clear view of who the key stakeholder is responsible of each process flow. While confrontive inquiry, the team delineated and affirmed that the guidelines and process will greatly reduce the sales commission disputes as criteria has been set to follow or benchmark on. Likewise, it will also help monitor sales performance using lead and sales trackers. It is recommended that a third cycle must take place in order to create a business metric to gauge the efficiency and effectiveness of the standard guidelines and process.