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Services
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The Drake Beil & Associates Case Studies
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Sales and Marketing
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Service Excellence and Yield
You can make your people contribute to the bottom line when their pay can be linked to performance.
Drake created and designed Front Desk Training Programs that increased yield, improved service,
and developed incentives for deserving employees.
The implementation resulted in transforming the check-in process into a profit center while empowering
employees and increasing retention.
Working with many properties every month, he trains, monitors, and continuously improves the program and process components.
As another part of the hotel and resort service, he provide financial analyses, sales results, and evaluations to senior management.
This program has been featured in both Pacific Business News and Hospitality Magazine.
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Franchise Growth
This project started when Dollar-Hawaii had about 800 cars and three locations.
Drake provided organizational development and training, particularly in sales and service,
that resulted in Dollar-Hawaii leading the nation in franchise growth for three of the five years of the project.
Further, it resulted in training with Dollar-Corporate, and with other Dollar franchise clients
in Las Vegas, Seattle, and Orange County.
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Strategic Planning and Sales Management
Working with a privately held company, decisions can be made rapidly.
The CEO, COO, and Solutions developed ongoing Strategic and Operational Planning modules
that resulted in sales growth and continuous improvement.
Drake consulted to the expansion of the company in a statewide Sales & Marketing Model and
conducted annual planning retreats for senior management, quarterly sales training updates,
and periodic management consulting site visits.
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Service Excellence Campaign and Marketing Design
After consulting with the Japanese management team, with customers, and with current staff
members, custom-designed and implemented the "We Care About You" retail service campaign.
The training reached every manager in the organization, every front-line person with
direct customer contact, and was the focus of marketing efforts for two years.
Employee awards, incentive programs, service excellence campaigns, and productivity
management were all part of the consulting services provided.
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Customers First Academy
After consulting with the Japanese management team, with customers, and with current staff
members, custom-designed and implemented the "We Care About You" retail service campaign.
The training reached every manager in the organization, every front-line person with
direct customer contact, and was the focus of marketing efforts for two years.
Employee awards, incentive programs, service excellence campaigns, and productivity
management were all part of the consulting services provided.
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Strategic Planning
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Creating The Workplace of the Future (WPOF)
You create energy with empowerment, and as the Empowerment consultant to AT&T-Hawaii
and to the Communications Workers Of America simultaneously (one of two in the nation),
Drake facilitated the WPOF in Hawaii.
The results after two years significantly increased productivity, improved morale,
and created a model in which management and labor are partners in progress.
The process involved three major goals: world class service, increased market share,
and employees that are a competitive advantage.
The program was part of the AT&T organization that won the Baldrige Award, the
Deming Award, and the Kumu Oihana Award.
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Strategic Planning and Reengineering
Tourism is Hawai'i's most important industry, and Drake is the strategic planning
consultant who worked over a three-year period to update the mission, vision, and
operational systems of the Bureau.
This project included restructuring and reengineering initiatives that resulted
in rightsizing efforts that saved over $500,000 the first year.
The redesigned Bureau departments increased productivity and effectiveness, and
helped in the effort to reverse the downward trend of travelers to Hawai'i.
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Tourism Congress Facilitation
You know the challenges that are present when trying to integrate government
initiatives and private sector programs.
Drake has worked as the facilitator, bridging public and private sector concerns,
on the three Statewide Tourism Congresses held in the '90s.
As part of his role, he worked in the background with the DBED&T staff to research
and develop issue papers.
In a more visible role, he coordinated state efforts with Federal issues,
acted as emcee and host for some of the Congress events, and completed the
Congress Proceedings Report.
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Organizational Development
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Process Reengineering
Total Quality and Continuous Improvement were the focus as we designed a
vehicle inspection process that would be installed in eighteen auto auctions nationally.
ADT processes several hundred thousand cars annually, and consistent, accurate,
efficient inspections are vital in ensuring safety, and in managing risk, for buyers and sellers.
The project included assessment, implementation, standardized training, and evaluation components
which helped develop a system-wide improvement process.
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Organizational Effectiveness (OE) Evaluation
You know how important it is to evaluate a program designed to increase organizational effectiveness.
The U.S. Navy had six OE centers across the globe, and wanted a set of measures that would provide benchmarks for Navy OE interventions.
Drake worked closely with the Pearl Harbor OE Team to develop criteria that established success.
These criteria were custom-designed to include specific areas such as Combat Readiness, Leadership Effectiveness, and Resource Utilization.
In the latter category, both human resources and material resources were included.
The design was adopted by the U.S. OE Command centered at the Norfolk, Virginia headquarters.
The project included assessment, implementation, standardized training, and evaluation components
which helped develop a system-wide improvement process.
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