Assessing Performance

identify high performers, and craft training programs that address key skills gaps

Though larger distributors place more importance on each of the industry's three key assessment areas (sales force productivity, warehouse/transportation productivity, and customer service productivity) than smaller companies do, there is little differentiation from a performance perspective.

Research shows that some wholesaler-distributors are trying to stay ahead of the curve on many of these issues.  As they look to assess their workforce, identify high performers, and craft training programs that address key skills gaps, forward-thinking distributors are working with outside experts such as Caliper (www.caliper'online.com) on hiring, training, and organizational development issues to define the characteristics of top performers.  Others are looking to sales performance consultants such as Miller Heiman (www.millerheiman.com) to define a new sales process and integrate that with its customer relationship management solution--with the goal of better leveraging available planning and execution tools.

ACTION POINT: Consider the expertise of outside experts to enhance your process and performance in the three key assessment areas, sales force productivity, logistics productivity and customer service productivity.