In business the top end and the bottom end need to work in tandem and unfortunately that is not happening with regard to our main client. In this case the bottom end providing the services can see exactly what the top end is doing and it is creating total chaos. There is no harmony mainly down to the front end who is our client not knowing how the online sales platforms operate. I knew my client had some serous problems, but never quite knew it was this severe.
The problem is there is no communication on their part and here is a prime example. Three account managers have a pool of 200 apples to sell and they are all trying to sell as much as possible. Nothing wrong with that except if you run out of apples and have sold apples you no longer have. The orders have been flowing so fast the system is behind due to the human capturing and execution processing the orders which is roughly behind by around 24-36 hours. That is not the problem is you update the stock system letting other know how much stock is left.
If the 3 accounts had been talking to each other communicating what they are doing then this would never be an issue. The big problem is they are not understanding what the online sales platforms are telling them. This is why I have not got fully involved as yet as it does take time to learn and understand.
This morning when I was told the state of the problem all I said was how is this even possible. You would hope if they do not understand this then they have no right to be even touching this let alone inputting their sales. Apparently one individual has really gone big on their over sales thinking they take priority, but when all is said and done they all look amateurish. I know how I would resolve this and it would involve a door and don't let it hit you on the way out.
The short comings have been found out due to a busy period and highlights no controls. Times have certainly changed in business especially dealing with online and if you have not got your act together you will be left behind. When I looked at the online platforms there are some similarities, but they are also very different. It is no wonder companies have specialists working on these as this takes time and experience to understand.
I have had my concerns for some time with regard to the quality of individuals our client has employed and has proven my concerns were legitimate. The back end service side that completes the orders can see clearly where the problems lies as our end understands the online platforms due to having worked with them for years.
The problem is this is no quick fix as those account managers will take a good 6 months to get up to speed and I may be being too kind and could take a hell of a lot longer. Two of the three were planners for buyers in large retail environments using spread sheets which is very different from being live and you cannot read what is happening due to being blind what the other accounts have processed.
This is not only embarrassing, but catastrophic and the end of season meeting in January next year should be really fun. The one thing I am known for and it is not being subtle as those at fault need to be held accountable. The frustrating part is this is a good business being messed up by a lack of knowledge. The positives is this can all be fixed and will be in the New Year.
