Improving delivery sales performance: An interdepartmental approach

• Main Author: Roxas, Andrea Rica T.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Subjects: Sales > Management; Sales personnel; Sales accounting; Action research
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5422
• Institution: De La Salle University

In the dog eats dog world of the Quick Service Restaurant Industry, every chance of building the business growth is imperative. In my Integrated Action Research (IAR), I, as the researcher, together with my collaborators improved the delivery sales performance of Company K. I searched for different literatures regarding growing the business, trends in restaurant delivery as well as in e-commerce and social media promotions. To help me implement the change in our company, I used the process change of Beckhard and Harris (1987). I used the 3 types of voices and 3 types of inquiry as well as the cooperative inquiry to collect and validate the data. I have also used the frameworks of Action Research Cycle, Scheins ORJI model, and Interfunctional Interaction Involving Marketing Framework (adapted from Reukert and Walker) for my action research cycles. For the intervention, the cycle is creating promotional activities that is designed, executed and evaluated collaboratively between Marketing and Operations Team with the purpose of improving the delivery sales performance. The action research developments from first cycle to the second cycle will be based on the evaluation from the first cycle. In doing this action research, I have improved my collaborative skills across other departments. Moreover, I realized that great projects are not only the result of mere intellect of selected few but how our team worked well in order to accomplish the task. Through understanding people and their emotions across other individuals, the team will not only accomplish the task but build better working relationship. As the old saying goes: United we stand, divided we fall.