Saturday, 11 October 2008
Subject Matter Experts
With such a dynamic and fast paced environment, especially in a difficult economic climate when resources are tight, making the most of internal talent is for me very important.
We have been developing Subject Matter Experts (SME) in many areas that support our core services such as international air/sea forwarding, customs brokerage and European Transportation. The SME provides support in many areas like Purchasing Order management via PVPO, Customs compliance, China Business Development, supply chain and trade management. Rather than conducting regional staff training seminars or have local power users (This did not work for us in the past) we have found that encouraging staff to travel to other offices to learn freom the SME's is more advantagous.
For example, a Global Development Manager from YRCL Glasgow recently spent 2 days in the YRCL Southampton with our SME for Purchase Order management. Not only did everyone share general ideas on how to serve the client better, they spent valuable time with a prospect showing the value of the system and then real time in the office watching how the system adds high value to the client. Although it was benficial for the GDM to learn more about one of our services, the real bonus was the teambuilding and the sharing of ideas on 'how to serve your client better'. If the results we see from similar days are the same then I am more than happy to encourage and fund these type of meetings.
We have been developing Subject Matter Experts (SME) in many areas that support our core services such as international air/sea forwarding, customs brokerage and European Transportation. The SME provides support in many areas like Purchasing Order management via PVPO, Customs compliance, China Business Development, supply chain and trade management. Rather than conducting regional staff training seminars or have local power users (This did not work for us in the past) we have found that encouraging staff to travel to other offices to learn freom the SME's is more advantagous.
For example, a Global Development Manager from YRCL Glasgow recently spent 2 days in the YRCL Southampton with our SME for Purchase Order management. Not only did everyone share general ideas on how to serve the client better, they spent valuable time with a prospect showing the value of the system and then real time in the office watching how the system adds high value to the client. Although it was benficial for the GDM to learn more about one of our services, the real bonus was the teambuilding and the sharing of ideas on 'how to serve your client better'. If the results we see from similar days are the same then I am more than happy to encourage and fund these type of meetings.
Labels: Global Development Managers, Sales, Service, Subject Matter Experts
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