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KnowledgeLab

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Operations ♦ Sales ♦ Marketing ♦ IT


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You can hire a business process re-engineering consultant, an IT consultant, a TQM consultant and a sales & marketing consultant but what will you get for your money?  Potentially, four efforts that will not be coordinated nor result in a systematic approach to maximizing your business. KnowledgeLab’s approach is to analyze your business both vertically and horizontally to ensure solutions in one area have a positive effect on other areas of your organization.  Our solutions are based on years of experience implementing high impact changes to organizations.

Operations  


Executive Management and Human Capital


Corporate Turn-Around - A computer resale company had sales of $100 million while losing $12 million per year. Sales and marketing were fragmented with no direction.  Inventory was spread over 65 locations with shrinkage a significant problem with extremely poor delivery.  There was a lack of leadership and culture to empower employees and motivate them to be their best.

A quality program was implemented with a new culture of achievement and empowerment.  The sales and marketing strategy became focused on one market segment and the distribution method was consolidated.  Four years later this company had sales of over $ 1 billion and was the most profitable company among its peers. Employee and customer satisfaction was maximized, and shrinkage was minimized.  Product delivery became a strong selling point.


Branch Turn-Around - Computer and services sales to Fortune 1,000 companies. Restructured sales, operations, and services to include sales rep productivity, P&L / expense control, account receivables and administrative processes resulting in sales growth from $ 7.5 to $38 Million while increasing net profit from $1.1 to $ 2.5 Million in three years, increasing sales rep productivity 902%, from $40,000 to $401,000 per month.


Management Restructure and Core Values – Removed one level of management overhead and moved eight managers to other offices within the organization. Putting the right person in the right spot so they could achieve. Established core values, developed division vision of success, goals and established KPIs.  Each component of the effort was designed by the management team to work in harmony. Six months after implementation of the program overall employee satisfaction increased 17% and leadership of managers improved 23%.


Employee Development – Developed organization wide employee training program tied to performance reviews. Employees and manager would rate skills on a 1 to 5 scale then establish employee’s career goals. A GAP analysis was performed on skills to goals. A training schedule was developed from an established syllabus. Reviewed and adjusted twice a year.


COVID 19 - Devised and employed Covid-19 plan for federal department nationwide to prevent transmission of virus and maintain healthy business operations and work environments.


Business Process Reengineering


Accounts Receivable - Introduced quality program, leading a team in reducing collection process from 36 to 13 steps decreasing days sales (DSO) outstanding by 30%. Completed transition of 16 branch locations in 5 months while maintaining customer satisfaction.


Mortgage Insurance Processing - Launched “Lean Office” process reengineering and quality initiative. Our first initiative cut loan processing from seven months to one month while reducing process steps from 57 to 19 and increasing revenues by $6 million.


Procurement - Introduced a BPA procurement strategy, including a long-term plan to cost-effectively procure from vendors, while lowering the number of contracts by 60%.


HR / Hiring - Revamped the hiring process by reducing 153 steps and 210 days to 38 steps and 30 days to 60 days’ future state. Redesigned failed policies to streamline hiring process to effect continual improvements in productivity and development of HR within organization.


Profit and Loss / Financial Analysis


Profit & Loss and Budgeting – Developed and managed profit and loss template to effectively manage revenues, cost of goods, expenses, cash flow and profits. Extensive ratio analysis to analyze dynamic relationships between sales, expenses, and profit to measure the financial health of the organization.


Information Technology


Mortgage Processing / Marketing / Operations - Designed integrated information systems to include web portal, business intelligence (BI), middleware and Customer Relationship Management (CRM) systems resulting in $20 million savings.


Global Network Management – Packet level interrogation of global networks to identify hardware and software issues recommending solutions. Used the information to simulate “what if changes” to the environment, recommending improvements to hardware, servers, operating systems, and applications.


Software Development - Enterprise software development of budgeting and analysis system. Created framework, business rules, features, and functionality of enterprise budget software. Formulated and executed aggressive plan to rapidly develop and deploy software within a seven-month time frame. Successfully managed development effort resulting in a beta version 4 months ahead of schedule.


Mortgage Processing - Senior executive on the steering committee for the transition from legacy COBOL systems to the Salesforce platform utilizing Agile Project Management.  Project ran ahead of schedule implementing first project results in three months.


Business Intelligence - BI tool for hiring process reporting on time frames for each step of the hiring process leading to establishment of KPI performance metrics.


Mergers


Computer and Services Reseller - Guided the merger of two computer sales and services company. Directed all customer transitions, HR issues, operational issues such as IT system migration, logistics and facilities issues. Successfully completed the transition within three months maintaining the customer base, customer satisfaction, employee retention and profitability.  


Sales and Sales Operations


Sales Branch - Computer sales to Fortune 1,000 companies. Restructured sales, resulting in sales growth from $ 7.5 to $38 Million while increasing net profit from $1.1 to $ 2.5 Million in three years, increasing sales rep productivity 902%, from $40,000 to $401,000 per month.


New Sales Division - Catapulted new national sales distribution division; first-year sales from zero to $9 million, increasing to $30 Million year two. Developed market analysis, business plan, P&L, rep compensation plan, vendor negotiations and marketing plan to include press relations, advertising, channel strategy.


Multi-billion Dollar Integration Company - Instrumental in proposal development and account sales plan for an existing system and developing enterprise IT design strategy for a ten-figure proposal providing account planning, intelligence, sales calls, developing partnerships and creating information technology solution offerings to win business.


Mortgage Insurance - Created account management department of 25 account representatives to execute channel strategy focused on large mortgage banks. Delivered an extensive sales training class to the team.   


Sales Operations


Sales Training - Created four-day sales training course, highlighting curriculum, selling methodology, skills, and product knowledge, increasing service sales from 1.5% of revenue to 10%. Performed trainings in over 30 branches.


Sales Compensation Plans – Developed company sales compensation plans to highly reward sales representatives while mirroring corporate vision, goals, product, operations, and profit goals. Created plans for multi-billion-dollar corporations to start-up ventures.


Profit and Loss – Managed the roll up of 45 P&Ls for 45 locations.


Sales Tools - created database with extensive product information, technology library, and industry news. Also developed market research plan including focus groups and account profiling.


Sales Performance and Measurement – Established sales quotas tied to P&L performance, account management including sales margins, DSO, return materials (RMA) and customer retention. Established KPIs and weekly performance reporting to plan.


Marketing


Marketing - Challenged to initiate company’s marketing strategy into end-to-end services. Ddevelop and implement marketing research, company budgets, compensation plans, and sales operations. Expanded services marketing strategy for 45 locations.


Promotion - Formulated and executed aggressive national advertising campaign including print, radio, trade shows and consumer education events. Hired creative team for collateral development, web and market analysis and ROI evaluation. Created and executed channel strategies and marketing plan to maximize reseller account penetration and consumer awareness. Designed and executed web portal from scratch implementing web-marketing campaign, business intelligence for market research & ROI measurements, and CRM for account management, marketing activities, call center and case management.


Competitive Analysis – Profiled six major competitor’s financial condition, pricing, delivery capabilities to win multi-million-dollar contracts.


Customer Satisfaction – Developed tools, methods, and processes to measure customer satisfaction. The data was used to correct current issues and to develop sales tools focused on customer satisfaction.

 

Collateral Development - Managed development, design, and production of 30-piece site seller brochure package for end-to-end services. Created presentation library for client sales meetings. Directed development of company’s Web page.


Public Relations - Increased company exposure by hiring and managing PR firm to expand national coverage of end-to-end services. Published industry articles, secured speaking engagements with national associations, and authored company press releases.


Events - The White House - Lead Advance Representative - Managed a team of White House staff accountable for trip logistics of the President of the United States. As Lead, directed all aspects of Presidential events outside of the White House. Coordinate trip logistics with national leaders, foreign countries, US Secret Service, White House Communications, and military agencies. Responsible for site selection, logistics, production, color, national press releases, motorcade, scheduling, and coordination with host. Lead over 100 Presidential trips. Events include G-7 meetings, world leader meetings, political rallies with 20,000 attendees, fundraisers, and much more.


Events - Holiday Party – Guided site selection, theme, and production for a 2,000-person holiday party.  Very successful with interactive activities and entertainment.


Events - Managers Meeting - Effectively coordinated all aspects of company’s national managers’ meeting and national technical conference, attended by 250. In charge of travel, hotel, agenda, production, speaker support and entertainment.


 Start-Up


Technology Consulting - Consultancy focused on troubleshooting national/global networks, recommending improvements, and using simulations to predict future performance for Fortune 1000 companies. Developed business plan with maximum cost-to-performance ratios. Implemented business development, account penetration, strategy, marketing, operations and arranged financing. Developed strategy for venture capital funding. Instituted innovative compensation plan and minimized the P&L expenses requisite to accomplish goals. Managed the creation of marketing strategy including go to market, collaterals, web development and SEO. Grew revenues from 0 to over $1 million the first year growing revenues with fortune 100 client’s startup costs.


Software Development - Enterprise software development of budgeting and analysis system. Responsible for overseeing all aspects of sales, marketing, finance, government reporting, payroll, operations, collaterals, presentations, web development / SEO, pricing models, market analysis and establishing relationships with banks, financial entities, and investors. Created framework, business rules, features, and functionality of enterprise budget software. Formulated and executed aggressive plan to rapidly develop and deploy software within a seven-month time frame. Successfully managed development effort resulting in a beta version 4 months ahead of schedule. Orchestrated and led sales presentations culminating in beta test in a Fortune 50 company.


Security and Investigation Start-up - Successfully launch physical security company guiding it to profitability each month for two years while maintaining positive cash flow, gross margin control and year to year sales increase of two hundred percent with no capital investment. Developed business plan and implemented sales, marketing, financial and operations for a physical start-up security company. Managed the creation of marketing strategy including go to market, collaterals, web development and SEO. Grew revenues from zero to 1.5 million dollars.



Experience




Jack Bobbitt briefing Ambassador Baker on President Bush’s approaching trip to Tokyo Japan.

Start-up     Corporate     Government