PROGRAMME : Higher National Certificate/Diploma(HNC/HND) in Business

UNITNUMBER :39
UNITNAME : Sales Management.
STUDENTNAME : Devesh Rajak.
TUTORNAME : Anish Desai.
CENTER : Thane.
BATCH : 2018-20.

Table of Contents
Introduction & Scenario. .................................................................................... 2
Principles of Sales Management – Indian Inc. .................................................... 4
Principles of Sales Management – B2B & B2C. ................................................... 6
Merits of organizing Sales Structure – Indian Inc. .............................................. 7
Implementation of types of Sales Structure & its Evaluation. ............................ 8
Selling through others – Importance & Advantages. .......................................... 9
Selling techniques & Building customer relationship. ...................................... 10
Sales Portfolio – Indian Inc. .............................................................................. 12
Sales Cycle & Key account management – Indian Inc. ...................................... 13
Improving financial performance – Indian Inc. ................................................. 15
Performance Management Process – Indian Inc. ............................................. 17
Reference. ....................................................................................................... 19
Introduction & Scenario.
Sales Management is a process of co-ordinating and implementing various
sales techniques in order to consistently achieve the pre-decided sales target.
It is a systematic process which allows understanding the objectives of selling
and to boost the sales performance. It also provides insight about the current
scenario of an industry and helps businesses to flourish in the on-going highly
competitive market and have a sustainable growth in the near future.

As per Rachman & Romano, “Sales Management is primarily the direction of

men with all the management functions, which includes recruiting, selecting,
training, supervising, motivating and evaluating the sales-force”. Sales
managers in the organization do the planning, forecasting, direct and control
the sales force in order to achieve the sales target successfully and help the
organization to generate revenues and sustain and operate in the market.

Sales management acts as a core for any organization in order to generate

revenues by persuading others to buy their offering products. It has emerged
and is now includes various other activities rather than just direct selling its
products such as advertising, sales promotion, marketing research, physical
distribution, pricing and product merchandising. In order to manage all the
activities efficiently and effectively a team is formed with focus in each
segment for smooth operation.

Indian Inc. is an Indian stationery

manufacturing organization based in Mumbai
and having its operation across the nation.
The organization was founded in 1989 with a
capital investment of ₹ 5000/-. Currently it is
the 3rdlargest player in the segment and is valued just over ₹ 1980 crore.It has
variety of products under its various brands which is used to cater from
individuals to big corporate across the nation. It has around 200 products in its
portfolio, some of the products included in the portfolio are Pencils, Notepads,
Notebooks, Staplers, Erasers, Scissors, Crayons, Colour pencils, etc. Its
employees over 2500 employees across the nation.

The researcher has been appointed as the sales Manager for the all Mumbai
zone and has been assigned various task in order to perform during his tenure
in the organization. The researcher also has to develop a report and has to
describe about the tasks performed. This task is as described below:

1. To train the newly employed sales staff about all the aspects of the sales
& marketing techniques so that they can understand the principles of
sales management.
2. To create strategic sales structure by evaluating the merits of an
organized sales structure and also deliver the importance of selling
through others.
3. To train the sales team members about how to covert customer
information into customer knowledge and also elaborate about the
principles of successful selling.
4. To provide the knowledge of the finance of selling by giving examples of
the current sales portfolio of the organization. Also, to educate about
the sales cycle and how it’s is been affected by the overall performance
of the employees.
Principles of Sales Management – Indian Inc.
There are various elements that affects the activity of selling products &
services. For understanding these elements and using it in your favour for
efficiently selling the products and services, firstly individual needs to
understand about the principles of the sales management. There are various
principles which individuals need to understand while pitching it to clients for
selling. The researcher who is the sales manager had conducted a session to
elaborate and give learning about various principles and also some example of
the organization in relation with the teachings.

Every business has its own sales objectives to achieve. Sales management is a
continuous process to achieve these objectives such as increasing sales-
volume, market share, profitability, recognizing growth and building corporate
image. This only possible if the sales force is managed and adequately skilled
frequently which will update their skills and knowledge and will improve their
efficiency & effectiveness. At Indian Inc. the prime objective of the sales
management is to achieve Sufficient Sales volume, maintaining and increasing
the Profits regularly and experiencing Sustainable growth. In order to achieve
the objectives, Sales manager at Indian Inc. follows & implements various
principles which are as follows:

o Sales forecasting: This is a key activity according to which the

organization analyses the past sales data, industry related comparisons,
economic trends, etc to anticipate future sales for the organization. This
helps the top management to predict long-term & short-term
performance goals.
 o Sales budgeting: These consist of planning for the volume of
goods/service that the organization is planning to sell for specific period.
It is consisting of 3 types of projection i.e. Surplus, Balanced & Deficit
budget. This gives an organization about its selling potential and also
helps to control the expenditures.
o Sales funnel: It is a process through which an
organization sells its products to its customers.
This process helps to understand the buying
behaviour of the customers. Individual
mastering the steps of the funnel has better
chances to improve its leads and to convert it
into closed deals. This consists of 4 stages i.e. Awareness, Interest,
Decision & Action.
In order to train about the sales funnel, the manager has given a demo
about the successful launch of its latest oil pastel colour crayons with
150 shades (only about e-commerce medium).
• Awareness: The marketing team created online ads on Facebook
& Instagram to attract customers for online purchase through
official organization website.
• Interest: We offer various small attractive facts & knowledge
related to the products.
• Decision: We also provide various contents to tempt the audience
for instance different drawings and paintings with tutorial videos,
etc. which will attract customers to place orders for the same.
• Action: By attracting a huge traffic we provide with 10% flat
discounts on the first purchase which helps to boost sales and also
help the organization to gain huge customer base. This base can
be used again for marketing other products for increasing sale.

Sales Strategy, Operations & Analysis.

This is the core and continuous process of a sales organization in order to
efficiently register sufficient sales in order to sustain in the market and earn
profits by building brand image. This is a 3-step process i.e. creating a strategy
for effectively selling the products of the organization accompanied by a deep
evaluation about the performance in order to identify the gap and overcome it.
At Indian Inc. the managers at the start of every quarter gives a briefing about
the product portfolio and clear objectives about growth of goals, KPIs, buyer
perceptions, sales process, team structure, product analysis, competition
analysis & specific selling methods for variety of products to the sales
individuals for specific selling channels i.e. B2B & B2C.This also builds strong
relationship between the sales force and the sales managers.
By understanding and gaining insights from the manager the individuals
indulge in the operational activities of selling the products to the customers for
effectively and efficiently achieving the specified targets.
At the end of every quarter analysis is done of the performance of the sales
team via comparing it to the allotted targets. It also provides insights about the
most sold products and helps managers to plan accordingly for improving the
numbers and also developing the sales personnel.

Principles of Sales Management – B2B & B2C.

Businesses mainly generate sales revenue from two types of business
transactions i.e. B2B & B2C. Where B2B relates to the transaction which are
done between two organization & B2C is where organization sells its products
to individuals who purchase the products as the end user (Consumer).

In B2B huge sales volume is been generated via single deal whereas the sales
volume is very less almost always limited to 1 or 2 pieces per consumer. In
order to generate enough sales revenue for the business, sales person needs
to identify and apply appropriate strategies in order to generate enough leads,
convert them into prospects and close the deals. There are various set
principles of sales management in order to efficiently generate revenues and
develop sustainable growth opportunities for the organization.

The decision-making process in B2C is limited to single individual whereas in

B2b sales, series of decisions makers are involved. These usually consume a lot
of time and is often takes longer engagement period as compared to B2C
which usually takes shorter period of time. One of the key principles for B2B
transaction is to focus on creating relationships with the clients in order to
develop and maintain mutually sustainable growth opportunities. At Indian Inc.
this principle is followed by providing excellent customer support and by
providing best products at best available price with regular personalization. As
far as B2C is concerned, Brand appeal is considered as the key driving factor
that help businesses to attract more and more consumers for generating
maximum revenues. In order to this, Indian Inc. frequently conducts ad
campaign, collaborations with social media influencers, frequent sale options,
etc.

Merits of organizing Sales Structure – Indian Inc.

The overall main output of a sales organisation is to efficiently delivery its
products or service to its customers for generating profits for the organization
through clear communications between the individuals and by promoting co-
operative relationships between the employees for effective decision making.

To operate effectively and support the growth of the business sales

organization carriers various set of activities to ensure that the transaction
between the organization and the clients are operated on smoothly basis.

To ensure about the above-mentioned activities, sales organizations need to

have an effective sales structure which eventually helps an organization to
build a high performance work-force. A well-structured sales organization
helps in to build an effective chain of command which in result improves the
transparency within the organization and helps in the decision-making process.

There are various merits of organizing sales structure such as

• Clear communication and strong coordination between the employees.

• Increase in employee engagement and reduced conflicts within the
teams.
• Clarity about the responsibilities assigned to each individual as per their
roles in the organization.
• Helps to build a knowledgeable sales force and update it on regular basis
about the entrance of new technologies.
• This helps to develop transparency between the departments which
enables them to develop effective decision-making process.
At Indian Inc. the top management and knows the importance about having a
structured sales force. The sales structure of the organization has been
strategically created by the sales manager by considering various key points.
For instance, the structure has been created by considering the volume of the
sales force, the offerings (Product Portfolio) of the organization and the
operating markets of the organization.
The Indian Inc. is operating in about almost 360 cities of India among the Top 3
tier cities with a sales force of around 1600 employees across these cities. In
order to achieve effectiveness and efficiency in the operations, Manager at
Indian Inc. developed a mixed sales structure I.e. Geographic and Product
based organisational structure which can increase the productivity of the
employees and create a sustainable High-performance work force. The key
points considered while creating the structure are as follows:
1. Span of control.
2. Chain of command.
3. Continuous stability.
4. Decentralization for decision-making.
5. Coordination between the employees and their integration towards the
common goal.

Implementation of types of Sales Structure & its Evaluation.

As per Harvard Business Review study, “50% of High-performance sales
organizations have well-documented sales processes that are explicitly
structured, compared to 28% of under-performing organizations”.

There are various types of sales structure which businesses adopt as per their
nature of business and the market situation. The manager at Indian Inc. gave
information about such types of sales structure along with the benefits. These
sales structures are as follows:

Customer size organizational structure: As per these the sales executive are
been divided into three segments namely Micro & Small business executives,
Mid-market business executives & large enterprise executives. According to
the experience and skills of the individual sales executive they are been
appointed in the segment and are been trained accordingly. This structure is
always used by businesses with very limited product/service line up. It helps in
to build and develop expertise in the executives and develop quality services.

Product line organizational structure: In these structure departments are

created for selling specific products. These structures are used by business
which usually develop and sells a huge product portfolio such as Indian Inc. For
executive to remember about more than 200+ products can be too complex.
Therefore specific department are developed to promote specific products
which help the executives to focus on limited portfolio which helps them to
develop focus and improve their efficiency.

The island structure: This structure is usually used by the start-ups and micro
& small enterprises where the availability of man power is very low such as
where an individual is responsible for all the steps right from lead generation
to closing the deal. One of the key benefits is that the process is kept simple
and very less managerial interventions. This also helps the individuals to
develop their skills and knowledge in a 360-degree approach.

The assembly Line: This is one of the most productivity-oriented process

where different teams with specialised skills combined as one bigger team in
order to work at max efficiency. For instance, a team is developed specifically
to identify and generate leads which can potential buyers for the
organizations. After this a special team of sales development representatives
comes into picture where they conduct research identify issues and provide
with solution and also help them for decision making and overcome the
obligations. After this a team of account executives are assigned to close the
deal and mange the account. These are also known as customer service team
which helps in to develop relations and create best experience for the clients.

Selling through others – Importance & Advantages.

For effectively selling a product portfolio of about 100+ products across 360
cities in not possible for the organization by direct selling it to the customers
and retailers. In order to this organizations develop different sales channels to
effectively and efficiently sell its products to its customers and retailers.

There are various types of sales channel through which an organization can
reach out to its consumers. For instance

o Stockist
o Distributors
o Retailers
o Modern traders (Super Markets)
 o E-commerce
o Affiliate sales

Indian Inc. has its operational offices at 16 states and manufacturing plant in 4
states i.e. Maharashtra, Haryana, West Bengal &Kerala. It uses various sales
channel for reaching out its targeted customers. It has 1 Stockist each in every
state of India for ensuring that the product is available 24*7 for its consumers.

To get a brief understanding about the sales channel the manager has given an
example of sales channel of Maharashtra state. For instance, all the products
manufactured are sent to the Stockist which acts as a warehouse for the
organization which is at Aurangabad & Kolhapur. There are 1 distributor each
at Mumbai, Navi Mumbai, Pune, Nashik and Solapur. This distributor then
forwards the received products to their respective selling partners for selling it
to the consumers i.e. Retailers (General stores & Stationery shops) & Modern
Traders (Super markets). Indian Inc. also Directly sells to the organizations via
distributors & super stockist on pre contractual basis. It also has its presence
on all the major & leading e-commerce platforms i.e. Amazon, Flipkart,
Alibaba, Snap deal, India Mart, Club factory, etc.

Selling techniques & Building customer relationship.

Indian Inc. conducts its transaction with consumers (end-users of the product
& services) & with other businesses which is also referred as B2B&B2C
transaction. For these different types of sales techniques are used by
organization to generate leads and convert it to the closed deals.

For Instance, in B2C selling the prime motive of the sales executive is to build a
strong retail network in its allotted area and to manage good customer
relationship with them and to manage their respective distributor for obtaining
maximum sales and ensuring smooth operations. For examples, sales executive
has to visit the assigned area as per the schedule and have a “meet and greet”
with the retailer and ensuring the availability of enough stock. They then need
to expand the retail network by visiting new areas and new stores. At Indian
Inc. sales executive research about the retailers and offer various discounts
schemes such as giving bigger margins i.e. 30% instead of 25%, giving
complementary free products i.e. 4pcs. of free books on purchase of 48pcs.,
giving extra amt. for money displaying their products at the front, etc. At
Indian Inc. creating and marinating a strong retail network is the key to its
successful sales revenue. By the above-mentioned ways, sales executives build
and develop successful and effective customer relations in order to ensure
healthy transactions.

There are various other schemes introduced by the management for ensuring
great amount of consumer attraction towards the products. This schemes
helps in to generate leads and persuade the potential buyers for buying the
products such as Bundle price strategy i.e. buy 1 book for ₹ 55/- or 6 books for
₹ 300/-, heavy discounts on all the stationery items while the starting period of
schools & colleges for ensuring huge footfalls, introduction of schemes that
offer different products and combining it in one set for sale i.e. a combine set
of books, pencil, eraser, scale, pen, geometry box, glue, sharpener and colours,
etc.

Whereas B2B selling is way more complicated and time oriented than B2C
selling. In B2B selling the target group are organizations itself ranging from
medium level to large & MNC’s. The prime motive of these organizations is to
avail the best quality of product at best price which will be used by the
organization to pursue their operations for their benefits. These organizations
have all knowledge about the offering products and the market price. In order
to generate sale revenues, we have to use various techniques and strategies.

For instance, a product portfolio (Catalogue) is been created about the

products which includes all the details i.e. product image, product price and
product information currently available for sale and is given to the sales
executives. As per the changing scenario across the industries and a step shift
towards digitalization Indian Inc. has also developed its own website and has
loaded it with all the knowledge about the organizational activities I.e. current
client base, product portfolio, prices of various products, blogs, newsletters,
etc.

As per various surveys only 17% of the entire B2B process is spent meeting
with clients whereas about 57% of the buyers already make up their mind
before contacting the supplier & only 29% of buyers want to talk to sales
executive about their products. While working in B2B segment of Indian Inc.
Sales manager are focused on creating partnerships with schools, colleges,
classes and various offices for directly selling their products to them. They
interact with these organizations and sell their products by partnering with
them and providing them products on contractual basis. They customise the
product as per the requirement (contract) requested by the organizations i.e.
company named envelopes and all the other office stationery products. For
ensuring healthy customer relations they ensure one-week delivery process,
frequent checks with the clients about the stock, ensuring zero defects and
best quality.

For acquiring new clients, the sales co-ordinator conducts frequent feedbacks
about the quality & delivery of the products and uses it as a testimonial while
pitching for new clients.

At Indian Inc. the sales manager evaluates the process and the techniques
applied by the management which is followed by the staff in order to identify
key gaps and introduce potential solutions or improvements to the same.
According to these the strategies and the performance of the employees are
been regularly evaluated in order to improve the efficiency and generate more
sales revenue.

As per the B2B sales techniques applied by the management executives are
been asked to approach education institution in order to generate sales
revenue. The organization has set process and techniques which are pre-
defined by the management. In order to understand the effectiveness of the
process, manager at the Indian Inc. conduct regular feedbacks from the clients
about the sales executives. This helps the manager to identify the performance
of the sales executive and provide guidance accordingly for improving the
efficiency and effectiveness of the executives.

Sales Portfolio – Indian Inc.

Indian Inc. needs to generate enough sales in order to grow and sustain in the
market and have an edge over the competition. To understand about an
organization’s sales performance & profitability, organizations need to
understand and analysis its Profit margins and the factors that affects it.
Analysation of these factors can help businesses to understand about the key
areas for possible change & help to develop strategies to improve your profits.
Profit margins helps to understand about the financial health of a business and
assess your businesses current performance.

There are various profit margins which needs to considered while analyzation
process such as Gross Profit Margins, Operating Profit Margins and Net Profit
Margins.

For instance, the manager has provided a sales data of 5 products of Indian Inc.
for the period of 3 months (Jan,2020 – March,2020) and has run an analysis of
the same for identifying the margins.

Indian Inc. recorded sales revenue of ₹ 288 cr. From 5 products i.e. Notepad,
Long Book, Copy Paper A4, Staples & Files for a period of 3 months (Jan,2020 –
Mar,2020). Gross profit for the same period stood at ₹ 162 cr. As well as the
Operating Profit was about ₹ 53 cr. The Net Profit for the quarter stood at ₹ 33
cr.

➢ Gross Profit Margin = (₹ 162 cr./ ₹ 288 cr.) * 100 = 56.25%.

➢ Operating Profit Margin = (₹ 53 cr. / ₹ 288 cr.) * 100 = 18.40%.
➢ Net Profit Margin = (₹ 23 cr. / ₹ 288 cr.) * 100 = 7.98%.

Sales Cycle & Key account management – Indian Inc.

Sales cycle is an enhanced systematic process used by sales person to guide
him/her to generate leads and close new customers. It helps an organization to
organize the sales pipeline and evaluate the efficiency of the sales efforts. It
helps the executives to understand about the prospects and identify their
status which can help them to approach the prospects in the best possible to
improve the chances to close a deal.
Sales cycle consist of various stages whereas each stage has its own
importance. The manager of Indian Inc. has explained about the stages for
providing a better understanding to the new staff. These stages are as follows:

➢ Find Leads. Follow

up & Find
➢ Connect. generate Leads
referrals
➢ Qualify leads.
➢ Present.
➢ Overcome Objections. Close the
deal
Connect
➢ Close the deal.
➢ Follow up & generate
referrals.
Qualify
Overcome
leads
Objection

Present

The cycle starts with identifying potential leads that are best fit for the
products offered by the organization. This is followed by connecting to the
identified leads which can be done by researching about them and identifying
their key problems and provides relevant data for same. After providing with
the data and educating them about your info it’s time to check the potential of
the lead i.e. Interest & Resource to become ideal prospects of the organization.

Once identifying the ideal prospects for the organization it’s the moment to
pitch the prospects with the relevant data about the organization operations
solution to the identified problems. After this comes the stage where the
negotiation & persuading skills of the sales person is tested i.e. by overcoming
the objections and convincing the clients to close the deal. This is done by
properly listening to the obligations, understanding them & providing solution
for the same.

For instance, a big fashion retail brand named one8 was approached by the
sales person from Indian Inc. and had a almost closed the deal for the firm but
the competitor quoted better offer than the firm (Indian Inc.) for the same
deal. In order to tackle the situation, the sales person came up with innovative
solution that the firm (Indian Inc.) would provide all the promised products
with customised naming of the brand i.e. one8. These helped the sales person
to finally close the deal with one8.

Now one8 is one of the biggest clients of the firm and has refereed many other
clients which helped the business to grow its sales revenue. In order to
maintain such clients Key Account Management is used for building
relationships.

“Key Accounts Management means far more than just selling products to big
customers. It revolves around handling the customers who play a strategic role
in the growth of the supplier.” – Alex Short.

Key Accounts Management plays a key role in B2B business segment of Indian
Inc. for retaining an existing client. It focuses on maintaining and developing
relationships with the existing pool of key clients for maintaining smooth
transaction and develop mutual sustainable growth opportunities in future.

As per Vilfredo Pareto an organization 80% of revenues comes from 20% of the
clients & 20% of revenue is generated from 80% of the clients. In order to
maintain and prevent 20% of the elite pool of clients to switch towards
competitor’s account, that is where the Key Accounts Management comes into
picture. It is a strategy developed by organizations in order to develop great
relationships for growing its sales revenue. It has various benefits such as it
helps the supplier to generate potential prospects from the client’s referrals
with a better conversion opportunity; it helps to generate sales on regular
intervals from the client, etc.

At Indian Inc. we follow a 4-step plan to identify and resolve potential gaps to
ensure smooth operation of Key Accounts Management process such as:

1. Relations with the account.

2. Customers business overall plan & financial health.
3. Goals setting for the account.
4. Best adoptable strategy for reaching the set goals.

Improving financial performance – Indian Inc.

Financial performance of the organizations is directly linked with the quality
and way of operations of the organizations i.e. the processes which are
followed by an organization. There are various strategies which have been
implemented by the organization according to the situations and problems
aroused.

As per the current scenario of the industry and changing dynamic factors of an
economy as a whole, the sales manager has developed 4 key strategies for
Indian Inc. which can help the organization to increase its sales figure and the
profitability numbers which is often refereed as a financial performance of an
organization.

As per the manager even small changes in these identified areas of

improvisation can help to make visible difference in the profit margins of the
organizations.

o One of the key strategies is that management can cut business costs
which can increase the profits of the organizations. This can be done via
various ways such as negotiating with suppliers, reviewing and
effectively managing the cash flow management (loans & Overdraft
facilities), reviewing production facility by reducing waste and cost of
raw materials or by introducing latest technology, etc.
o One way to boost sales revenue and profitability is by targeting the
most potential customer of the business who can help boost profits.
This is done by segmenting customers under 4 groups i.e. High sales &
high profits, High sales & low profit, low sales & high profit and low sales
& low profit. In under these circumstances, sales persons can target High
sales & low profit and low sales & high profit group and develop various
price schemes for promoting sales revenue& profits.
o One way is that the top management can conduct market surveys and
via conducting various research and can identify potential markets
which can be explored by the business to expand or enter into new
markets for generating more sales and profits. This can be done via
developing the current product portfolio according to the demand which
will minimise the risk of expansion into new territories.
o Key way is to improve the productivity level of the employees within
the organization which will develop new standards of the quality of the
products and will directly affect the profitability of the business.
Profitability can be improved by making the optimal use of the available
 resources. Setting goals for individuals which are measurable and
comparable can help to standardized the process and can be compared
with the industry standards.

Performance Management Process – Indian Inc.

Performance Management Process is used by the sales manager of Indian Inc.
for improving the operational efficiency & the effectiveness of the sales teams.
It is a process that aligns the roles & objectives of the members in order to
achieve the goals and objectives of the organization. As per a study in 2018,
the average sales professional tenure was 1.5 years one of the key reasons for
this is related to job satisfaction & feeling valued by their employer which
degrade the motivation within the employees.

This process helps the individuals to identify the 3 components of the sales
performance i.e. Where to sell, How to sell and What to sell. This process has
various sets of benefits which helps the manager as well as the team members
to identify key areas and develop it such as

o It helps to track various data and helps in to predict the future sales
trends.
o It helps the members to develop and build new skills in order to acquire
advance techniques to close deals more efficiently and effectively.
o This overall help to develop a strong sales team and also help to build
strong sales pipeline structure who posses’ efficient skills and are well
trained.
o This process also helps the organization to create performance-based
compensation structure which is aligned with overall business goals &
objectives.

There are various stages in the performance management process such as

1. Planning.
2. Monitoring.
3. Developing.
4. Rating.
5. Rewarding.
The process starts with setting specific goals for the employees and
communicating these goals with the desired output from them. Once the goals
are been assigned these employees are been monitored for a specific period of
time at Indian Inc. these is a continuous process which is done every monthly.
Once the period is completed the data is been complied and monitored and is
been analysed in order to identify the key improvement area for enhancing the
performance of the employees. Every employee is been rated on a scale of 5
on monthly basis and is compiled every quarter. At the end of every quarter
the employees are recognised on the basis of their performance and are been
rewarded accordingly.

In order to effectively implement the performance management process,

Indian Inc. has developed certain ways such as

o Well-designed transparent sales performance strategy.

o To obtain inputs from the team members for accumulating feedback
about the effectiveness of the process.
o Use of advance technology to deploy and maintain the process.
o To continuously review the process and adapt to changes as per the
situations.
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