AP Nichols, parts distributor in the industry of maintenance, repair and overhaul (MRO) is faced with the need to restructure its strategy to cope with the strengthening of the competitive environment. A key component of the reorganization involves cultural change and compensate their sales while generating enough sales potential to take advantage of opportunities in their key markets. The case focuses on the newly hired vice president (VP) of sales, which is tasked with leading a change initiative. Immediate problem facing the VP are: 1) alignment of customer service representative (CSR) Strategy and the new model, 2) infrastructure and the need to commit to invest in bringing this to the best-in-class, and 3) the creation of critical mass in a group of CSR. "Hide
by Jeffrey Gandz, Stewart Thornhill, Ken Mark Source: Richard Ivey School of Business Foundation 8 pages. Publication Date: October 28, 2011. Prod. #: W11423-PDF-ENG
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