Why a “full kit” is the key to an effective handoff.
A handoff is effective when there is a rapid change in ownership of the work packet, with a complete absence of conflict.
The handoff itself does not create value, but it can destroy value, of course! Value is created by the overarching process.
The key to an effective handoff is a full kit.
The “kit” is a set of objective requirements, or prerequisites. A full kit exists when all requirements are present.
The two simple rules that govern handoffs are:
1. If requirements are missing, the intended recipient cannot accept the work packet.
2. If all requirements are in place, the intended recipient must accept the work packet (and, in so doing, they assume responsibility for the collection of any other requirements not specified in the “kit”)
These rules do not prohibit communication between the two parties on either side of the handoff, but they do define who owns the work packet at any point in time. So, for example, post handoff, an engineer might ask a salesperson for assistance discovering additional information, but it should be understood that this assistance is a favor, not an obligation.
The “kit” can only specify requirements that are objective in nature. However, this does not imply that ALL requirements are objective in nature. The kit is simply a mechanism for facilitating the change in ownership of the work packet.
Disclaimer: Full kitting is an established manufacturing concept. The adoption of the concept for all handoffs and the creation of the rules above is my own doing!
Case Studies
Celebrating SPE
I’ve noticed an interesting trend. I’m seeing organizations starting to celebrate the fact that they’re implementing SPE—inside the organization, and even outside! I’m thinking, maybe the popularity of The Machine is empowering executives to be a little bolder. Or maybe we’re just doing a better job of selling the end-state. Either way, it’s a nice trend. […]
Generating Opportunities
Marketing: Inbound vs Outbound is a False Alternative
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Inbound Marketing: Retards Growth and Turns Marketing Folks into Zombies
I’m getting tired of battling marketing departments over their irrational devotion to Inbound (and Content) Marketing. It seems that marketing folks can’t help but fall violently in love with these concepts, rendering them useless to the rest of the organization. Here’s my beef. I know, from personal experience, that the content marketing thing works, in […]
Slaying Sacred Cows
If you really like wasting money and annoying prospects then, go ahead, hire a team of Sales Development Reps for your Industrial Sales Company
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The future is inside sales. It’s just not your momma’s inside sales!
As I write, I’m flying back to LA after attending the Inside Sales Professionals annual conference in Chicago. Today, I presented The Death of Field Sales, an introduction to our inside-out approach to the design of the sales function. Here are my observations on state of the inside-sales community. The good First, inside sales is […]
The Machine
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The Titanic is Sinking All is not well in sales. The sales environment, in a typical organization (most every organization, in fact), is seriously dysfunctional. But rather than focusing on the obvious dysfunction, management is busy with incremental improvement initiatives: Sales training Sales force automation (technology of various types) Bolt-on lead-generation activities (outsourced telemarketing, for […]
The Machine > Part 1 > Chapter 1: After the revolution
Four appointments a day, five days a week Jennifer retrieves her Blackberry from her purse and flicks it free of its protective case in one easy gesture. Moments later, she’s talking to David – her assistant back at head office. “Good meeting,” she answers, “you can go ahead and schedule the RDM. Yep, you can […]
