Nalin runs sales and customer care strategy for top management of Servicom, Malaysia

Friday, 25 November 2011 00:01 - - {{hitsCtrl.values.hits}}

Managing Director and CEO of McQuire Rens and Jones (Pvt) Ltd. and non-executive director on the Board of Entrust Securities Ltd., Nalin Jayasuriya, recently conducted two sessions for the top team of Servicom Medical Products Sdn. Bhd., Kuala Lumpur, Malaysia, recently.

His sessions were followed by with a focus group discussion facilitated by Nalin, on creating and maintaining a customer-centric focus and culture across the organisation.

He broke down his sessions into four key phases such as 1. Envisioning the company’s purpose; 2. Identify the customer; 3. Finding out and structuring the customers’ needs and 4. Redefining the company’s products and services. Task teams are in place to address the processes built through facilitation of brain-storming to manage the implementation and way forward.

He developed a matrix to fix a starting point, as given below -

He focused on portfolio analysis to ensure that no product was cannibalising the net contribution from any other product. He also helped develop an approach for horizontal strategies and the primary structure.

Nalin took the top team through a rigorous exercise of coming up with answers to the following fundamental areas –

Why will customers wish to buy our services?
Why have customers stopped dealing with us?
How can we minimise or avoid friction with customers?
What positive steps can be taken to increase company’s services?
What past making errors can be remedied?
What further help can be provided to our customers?

Responses to each of the above areas were critically evaluated on a pre-prescribed measurement scale and interpolated with where the business pans to go. This culminated in describing the five-year strategic intent for the company focusing on the Malaysia operation only.

Servicom Medical Products, whilst having their head office in Malaysia, run successful Servicom operations in Jakarta, Indonesia, Singapore and Ho Chi Minh City, Vietnam. It is in the cards that the company will use Nalin’s expertise to build similar strategies for all their overseas operations.

Nalin is a leading management and business consultant with diverse experience in projects that he has consulted for, i.e., UN, World Bank, Asian Development Bank, Sri Lanka Tourism Promotion Bureau, Pricewaterhouse Coopers and several blue chip and multinational companies.