Besides incentives, there are not many opportunities of promotion for Salesforce employees. Due to the outsourcing contract between Salesforce and Wesfarmers, Wesfarmers can’t approach any Salesforce employees, even who currently work for Wesfarmers, in any words, Salesforce employees do not have any opportunities to be promoted or transferred to other departments of Wesfarmers. The only opportunities here is to be promoted as a team leader if you are truly interested in sales career.
As for Wesfarmers employees, they always consider themselves as product expects instead of salesperson, who don’t usually have any interest in sales career at all. Recommendation Management Structure Wesfarmers and Salesforce should, first of all, find a solution of keeping all employees under the employment of one company, not the management of one company. Since Salesforce is managing the team, I strongly recommend that Wesfarmers takes whatever it will cost to transfer all employment of Wesfarmers employees to Salesforce.
With keeping all employment under Salesforce, Salesforce will be able to carry out what they are contracted to do, managing the team smoothly, making sure all team members are on same rules, an taking necessary HR processes if required. Motivation It seems, currently, incentive is the only motivation for staff.
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Many staff pursue more than incentive, personal recognition and personal care might help staff achieve higher level. Managers should consider not only using incentive as a bait, also giving true care to understand the needs and interests of staff and offer non-monetary incentives, such as flexible hours. Engagement Firm can manage with two key tools to understand staff: formal and informal discussions. By conducting formal and informal discussions (Anatoliy & Jamie, 2009).
Salesforce managers are able to establish individual goals, encourage responsibility and accountability, building good relationships, encourage performance and improvement, and facilitate development opportunities. On refection of the research undertaken, and with reference to performance management as a construct, there are motivation, engagement and management structure that supports the notion that for firms who can successfully increase productivity whilst maintaining a sustainable team.
By comparing with WIS NZ’s two performance managements, we can tell that the productivity did increase since Salesforce took over the management, but which did create another problem of staff retention. Recommendations made on management, motivation and engagement will help Salesforce increase WIS NZ’s productivity even further while retaining right staff. Theses changes require both WIS NZ and Salesforce working together to solve the problems. With a stable team, WIS NZ will eventually make it worthwhile outsourcing the telephone account manager team to Salesforce.