Project Arrow
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The document discusses plans to redesign a company's customer delivery experience through brainstorming and creating "blue oceans" of untapped demand. It proposes recruiting and training "Service CHAMPS" - graduates who would be responsible for delivering products to customers. Trainees would go through a 15-day boot camp and one-year assignment, with the goal of improving customer service and developing brand advocates. Their compensation would include a fixed salary plus performance-based incentives determined by delivery targets and customer feedback.
Project Arrow
- 1. PRIMER TO BRAINSTORMING Redesigning Delivery Experience
- 2. Those Who Can’t Innovate
- 4. Blue Ocean? Time to re-‐look and re-‐think Almost all of them offer the same VALUE to their customers RED OCEAN THEN? Return Policy 30 days, no questions asked return policy. Reverse Pickup To return a product, call us for a free reverse pickup. Safe Payments Pay securely thru Credit Card, Debit Card, Netbanking or Cash on Delivery Order on Phone 24x7 Customer Support +91-11-4728 1800 Click here to chat with our buying assistant Free Shipping 24x7 Customer Support +91-11-4728 1800 Click here to chat with our buying assistant Over 350+ Brands Easily search for what you're looking for! 25000+ Products We have everything you're looking for- and more! ShopTogether Connect with Facebook on our site Low Prices Why pay more when you can pay less?
- 5. Inven?ng our BLUE OCEAN through EXPERIENCE In Blue Oceans, demand is created not fought over Untainted by compe??on
- 6. P V = + S + E
- 7. As the cost of reaching consumers rises in the traditional media, competition for securing their attention increases likewise!
- 9. Compe??ve Advantage Customer EXPERIENCE Crea?ng Devoted Customers Untainted by compe??on
- 10. Objec?ves & Scope Re-‐Design customer experience on receiving products Elevate Brand Posi?oning Making product delivery a hassle free process Increasing Sales through up-‐ selling and cross selling Customer Advocacy
- 11. Contextual Risk Brand • Faulty Representa?o n Time • Time Spent on Recrui?ng, review and management vs. our capability w.r.t the current resource set Customer • Acceptability by the TG Control • Control issues pertaining to Security & ethics Future • Scalability & Sustainability
- 12. “CHAMPS” Breaking Paradigms C : Clean Deals H : Hospitable A : Accuracy M : Maintain Equipment & Self P : Provide Quality S : Speed with Services
- 13. SERVICE CHAMPShe’s our NEW Well Groomed & Presentable Can speak English and Regional lingo FLUENTLY Is well versed with the city roads and routes Is trained on products, and can give Demonstra?ons Is capable of upselling and cross selling Graduate/Undergraduate Mobile BELIEVES IN SERVICE Want Employment Brand Associa?on Part-‐ Time or Full Time Earnings
- 14. He’s also a ROCKSTAR Wants Fun with Work Wants Freedom Wants Experience Well Groomed & Presentable Can speak English and Regional lingo FLUENTLY Is well versed with the city roads and routes Is trained on products, and can give Demonstra?ons Is capable of upselling and cross selling Graduate/Undergraduate Mobile BELIEVES IN SERVICE
- 15. WOW!!
- 18. Sourcing for Service CHAMPS Campus Recruitments Web / Adverts SMTs Internal References The SCs will be primarily sourced from Campus Recruitments – DQ Colleges (Part Time and Full Time Employment) Campus recruitment: Will need to rope in our design agency to create an appropriate employment communica?on (Employment Branding) Alliances with ins?tutes like WLC, NIIT, AHA, Frankfinn etc. shall be explored for ready state and steady supply Penetra?on into student segment through social communi?es, Extra Income Pitch to be used
- 19. Compensa?on Structure -‐ CTC RemuneraEon Structure Rs Total CTC E=A+(B*4)+C+D Flexibasket D Notebook+ Net Connect Card C Variable Component Per Quarter (Quarterly Payout on Target Achievement) B Fixed Annual Component A Per Month RemuneraEon Excluding VC The remunera?on is performance linked. The execu?ves will be offered a CTC of *****which will have the following break up Rs *****/-‐ for Flexibasket (Rs **/-‐ per month) Rs *****/-‐ for Netbook. This amount does not get paid out, however is reflected in the CTC The VC which is paid out quarterly on achievement of targets CONFIDENTIAL
- 20. Compensa?on Structure -‐ Tgts Quarterly IncenEve Plan Category Delivery Target Addi?onal Incen?ve Payout Pla?num (X+Y+Z) No of Deliveries+ Customer Feedback 9/10 VC + Rs ****** The bonus is Accelerated Performance Bonus Gold (X+Y) No of Deliveries+ Customer Feedback 9/10 VC + Rs ****** VC (X) No of Deliveries + Customer Feedback 8/10 Only VC earned **Please note that the VC is payable only when (X) No of deliveries is achieved Will need to think on other incenEve parameters like customer feedback, upselling etc. CONFIDENTIAL
- 21. • Post recruitment the CHAMPS go through an intense 15 days boot camp. This is conducted by the “Talent Development Centre”. A specific to purpose module has been created and will be delivered • Compulsory Yoga and Self Defense (for girl trainees only) trainings will be a silent but cri?cal coverage • Training coverage to include Personal Grooming sessions, 7 Habits, Process & Product trainings Training
- 22. • The Service CHAMPS stay on the assignment for a period of one year. There will be Monthly reviews. • Post the comple?on of the assigned period, a formal review is carried out and the CHAMPS are offered permanent employment in various Roles at YEBHI as deemed fit • In a scenario where an execu?ve is not performing for one quarter, the execu?ve will be asked to leave CAREER PATH
- 23. NETBOOKS & TRAINING PROTECTION • We will need to get a legal agreement signed between Yebhi & the CHAMPS. The agreement will make the CHAMPS liable to pay up the cost of the netbook if in case s/he decides to quit in between the project period of one year • All CHAMPS will be asked to submit the Grad mark sheet/or any other recent qualifica?on -‐ in original, which will be handed back to them post comple?on of one year • In a scenario where the candidate leaves right aoer the training (AOD), the same agreement will bind him to pay Rs ****/-‐ in lieu of training charges
- 24. Empowered with Laptop/ Data card For online querry resolu?on, goods return and other processing GPRS For real ?me monitoring Security Concerns for girls Self Defense trainings Pepper Spray Guns Buddy system Communica?on System Uniforms All Delivery Execu?ves will necessarily wear a specially designed uniform Special Delivery Vans All branded u?lity vehicles to be roped on for the purpose of delivery
- 25. THE ROADMAP
- 26. Project Design & Sign off Elements Crea?on & Agency Ini?a?on Recruitment for Gurgaon followed by Training Pilot to begin Consolida?on & Way Forward • Project to be ini?ated at Gurgaon as Pilot • First Batch : 25 Delivery Execu?ves (All Girls force) 27/12/2011 5th Jan 2012 25th Feb 2012 26th Feb 2012 June 2012
- 27. May 2010 Project Design & Sign off Sanc?ons by 1st Week Jan Resource Alloca?on Business Model Recruitment Strategy Finaliza?on Decide on Key People to Run the project Scope
- 28. May 2010 Elements Crea?on and Agency Finaliza?on Elements (Collaterals/ Ads etc) Agency finaliza?on by 5th Jan 2012 Recruitment Strategy Contents (brainstorming) & Produc?on Brand Delivery Execu?ve (Employment)
- 29. May 2010 Recruit ment & Training Implementa?on of Recruitment Strategy Training and ac?va?on to be completed by 25th Feb 2012
- 30. May 2010 Pilot • Pilot Dura?on 25th Feb to 1st June 2012 • To Start for Gurgaon in Phase 1 Pilot to Launch on 25th Feb 2012
- 31. Hope this makes sense? If yes then Let’s meet and take this forward?