Product details

This is the third of a three-case series. Carlos obtained Fournier's approval to implement 'Telesales' (ie, Carlos's renamed version of Dubai's Telemarketing). Telesales was successful within a year of launch. Success factors were: project's IT aspect; salespeople's acceptance of using computers; salespeople not resisting potential added control of Telesales; and offering of a complete package. This case makes several points regarding best-practice transfers: having a working template (ie, location to observe practice being transferred in operation) is valuable as a referent and a persuasive mechanism; sharing best practices often requires time to pilot and convince others to adopt practice; and being creative in communicating a best-practice initiative may be important to an initiative's success.