Why iWAM - a case study

learnpurple was brought in by Pan Pacific Hotels & Resorts - an international, luxury hotel chain to run an improvement project. The goals were:

• Increase hotel sales and profitability (underperforming)
• Retain sales people (often headhunted out)
• Improve communication
• Improve the guest experience / customer service

Our recommended solution was to run an iWAM-profiling project at the worldwide sales managers' conference in Manila. Following on from the success of the project learnpurple was approached again to repeat the exercise at the worldwide AGM - (Annual General Manager's Meeting) in San Francisco.

Project plan:

1. Profile all GMs using iWAM profiling tool by email prior to meeting
2. Prepare excellence models
3. Analysis of results and collate team data
4. Compare team data against excellence model i.e. top performing GMs outside PPHR
5. Prepared individual feedback packs
6. Attend meeting - 3 days and conduct one to one feedback sessions with all delegates
7. Give feedback presentation to conference
8. Write up and report back findings and recommendations

Due to the better understanding of how individuals should be managed, and improvement of team dynamics, personal strengths and development areas identified, Pan Pacific had the following results:

Increase hotel sales and profitability (underperforming)

• Sales and profit targets for each section on target and in some cases over budget by up to 47%
• Retain sales people (often headhunted out)
• Significant labour turnover reductions in sales force (from 33% to 0% in years one and two one only one person moving on in year three)

Improve communication

• 5 additional internal promotions/transfers, saving £130,000 worth of recruitment costs
• Sales optimised (as above)

Improve the guest experience / customer service

• A 12% increase in the number of positive customer satisfaction feedback forms returned