Terry O’Keeffe RoadTek Business Development

Aim of session Explanation of Business Development role What do we do? How do we do it? Key Account Management What is it? How does it work in RoadTek? Trusted Advisor Who is a trusted advisor? How do I become one?

Recap of Phase 1 Customer Service What did you get out of the session that you’ve taken back to your workplace? FISH book – did anyone read it? Who’d like to offer their reflections on the book?

Business Development …is a journey, not a destination It’s not something we only do when times are hard. It’s not Sales & it’s not Marketing. It’s a process of continually aligning our business capability to reflect changes in expectations of our owners, our markets and our customers.

Business Development Group Director (Development & Services) – Bruno Dvornicich BDM Asset Services North - Terry O’Keeffe BDM Asset Services South – Annette Bailey BDM Plant Hire Services – Blair Smillie BDM Network Services – Barb MacDonagh Admin Co-ordinator – Amanda Parker

Accountabilities for BDM’s Develop Customer Relationships Develop Supplier Relationships Increase RoadTek profile Monitor Market Intelligence Input into Strategic Planning Lead Business Planning and Reviews Work to innovate within our business units Secure external work

What do I do in a day? Customer survey Supplier survey Market Intelligence Innovation Business Planning Representing RoadTek – customer/forums Work with my ‘customer’ to achieve their business goals

Successes of the Business Development Group International Customer Service accreditation received June 2007 KAM Framework integration into RoadTek business – success with customers Business Planning and reviews Customer Survey results 2007/08 – ave. score 3.85.

TTMIB Key Account Management Facilitators: Terry O’Keeffe

Evolved over time Order taking - Customer calls supplier Sales Reps - Customer & Supplier Interaction Customer Service – Recognition that suppliers need to know about the customer and their needs Account Management – working with the customer to achieve their outcomes Key Account Management

Understand and work with the customer to achieve their outcomes

What Customers want Know their market Lead their thinking Make an impact on their business

Subject matter Process expert Subject Matter Expert in the field Valuable Resource Trusted Adviser Depth of Personal Relationship Depth of Business Issues Needs to develop over time What Customers Want David Maister – The Trusted Advisor

Key Account Management Aims To build and maintain long term customer relationships To be a valued advisor that delivers innovative solutions To involve the customer in the development of our plans

Key Account Management Outcomes Provide long term value to selected customers Grow loyal and profitable customers

How does Key Account Management fit in Main Roads?

Proactively engage our stakeholders Be a leader in stakeholder engagement and community and industry relations

If we had Key Account Management working 100% what part of the RoadTek Strategic Plan would be influenced?

If we had Key Account Management working 100% which of the RoadTek Key Result Areas would be influenced?

2. REQUIREMENTS ANALYSIS Current and Future Needs 3. COMPETITIVE ANALYSIS Performance Strategies Relationships 4. BUSINESS RELATIONSHIPS Performance Product Fit Partnership 5. KEY OPPORTUNITIES Strengths Major Developments Leveragables Untapped Potential 7. ACCOUNT STRATEGIES Competitive Advantage Value-Added Differentiation Partnership 8. ACCOUNT ACTIONS Roles & Responsibilities Specific Milestones 9. IMPLEMENTATION Evaluate Progress Modifications 10. MANAGING PARTNERSHIP Critical Activities Monitoring Relationship 1. CUSTOMER ANALYSIS Organisation Products Strategies 6. ACCOUNT OBJECTIVES Business Objectives Relationship Objectives ACCOUNTMANAGEMENTFRAMEWORK REVIEW OUTPUT INPUT

Inputs Discussions with the customer and market information to determine Key Opportunities Outputs Strategies and Actions to deliver opportunities Review Process Account Management Framework

Key Account Management It Works!

Dee River Rehabilitation DVD

Customer relationships – a risky business Preparation lies in knowing the customer

TransactionalTransitional Relational/ Value Add

Stakeholders Chart Me

Subject matter Process expert Subject Matter Expert in the field Valuable Resource Trusted Adviser Depth of Personal Relationship Depth of Business Issues Needs to develop over time What Customers Want David Maister – The Trusted Advisor

Consider the way that you currently work with your customers. Categorise the nature of your work under each of the three headings below. Please provide examples and approximate %. 1. Relationship/value focus 2. Transitional focus 3. Transactional focus What does your customer need?

EXISTING STATE DESIRED STATE DESIRED STATE Technical Political Cultural Where are you today? Where are you going? How will you get there?

Identify from your stakeholders: Supporters Resistors Neutrals

Tom O’Toole DVD

SWOT Analysis Strengths Weaknesses Opportunities Threats

Why you need a plan

Action Planning Goals Strategies KPI Responsibilities Timeframes

Key Account Management Looked at what type of transactions you are each doing with your customers Analysed what customers want and established that our aim is to become a ‘trusted advisor’ On our Stakeholders chart we identified who were your supporters, resistors & neutrals Conducted a SWOT analysis and looked at inclusions into the KAM action plan ‘Understand and work with customers to achieve their outcomes’

Why you need a plan

Questions?

RMT - WHAT IS AN ATTRACTIVE CUSTOMER? Profitable Pays on time We have capability Easy adaptability to change Contributes to outcomes Equal partners Shared values Enhance our reputation and people Government / Semi Government Long term Two way services Good return for effort Has business smarts Relational contacts Dispersed nature (decentralised) Core business Whole of RoadTek benefits Acknowledge contribution Complimentary Programs of Work Helps us grow capability

RMT - ATTRACTIVE CUSTOMER KEY ATTRIBUTES Profitable Pays on time We have capability Easy adaptability to change Contributes to outcomes Equal partners Shared values Enhance our reputation and people Government / Semi Government Long term Two way services Good return for effort Has business smarts Relational contacts Dispersed nature (decentralised) Core business Whole of RoadTek benefits Acknowledge contribution Complimentary Programs of Work Helps us grow capability

Attractive Customers - Statewide Perspective AttributeWtPublic Works QBuildLGAsEnergexErgonDefenceQTQRDNR&M Profitable Govt/ Semi Govt Long Term Whole of RoadTek Benefits Enhance our Reputation and People Total

A DNR&M B790Parks and WildlifeC695NT 890QT 790Forestry 690Port Authorities 830SunWater 780Public Works 630Ergon 820LGAs 780QBuild 620Powerlink 815State Development and Innovation 760Defence 810QR Priority Customers