Monarch Supply Company
Case Analysis Report
Travis Bonham, Eric Jenkins, Brian Fuller
The Monarch Supply Company specializes in diagnosing machinery related problems and being a middleman to industrial users of equipment and the manufacturers of the equipment. The company’s competitive advantage is the service it provides to customers and over the years has built a solid reputation amongst cliental for fast service and service after the sale. However, the Monarch Supply Company has been experiencing a disconnection between the field sales department and inside sales department, which is jeopardizing company success. The field sales representatives are the ‘backbone’ of the company, and are responsible for diagnosing customer issues and providing solutions. Field representatives have extensive engineering backgrounds and are paid on a commission based percentage of their gross sales for the quarter. The inside sale representatives support the field representative’s and are in charge of billing, quoting prices, ordering the equipment, and expediting orders. Inside representatives are paid on a salary basis and receive raises based on performance appraisals.
The company is experiencing problems stemming from performance assessments, interpersonal relations, and job design that has led to a rift between the field and inside representatives. The company has created a stigma, that inside representatives are the reason for recent failure and it has become a threat to the company' future. We would like to now further access and diagnose the problem, provide you with a recommended solution, and inform you on how to go about implementation.
Currently inside sales representatives (ISR) are paid on salary with annual raises that are based on performance appraisals. The appraisals are based on eight different dimensions that have 3 to 5 levels of performance,...