Angel Geovani Olguin Espinoza

A00812318
Title: There’s life after the deal 

Objective: To emphasize the importance of the implementation phase of an agreement 

so that the negotiation is effective, that is efficient and efficacious. 

You’re the talent and culture director at your organization. In a meeting with the board of 
directors, they expressed concern that agreements frequently were forgotten and never 
implemented. They asked you to d ​ evelop an implementation strategy​ using a process to 
change the mentality from one oriented to achieving agreements to one that would seek to 
implement those agreements and evaluate their effectiveness. 

Of course you will meet significant resistance from the fusion and acquisition department, who 
are used to jumping from deal to deal, without looking at the consequences of their decisions. 
Because of that, it’s important to help them develop implementation skills in their future 
negotiations. 

The managers don’t have a culture of evaluating results, nor are they accustomed to including 
other parties in the different stages of the negotiation process. Most of them have been in the 
company more than 15 years, enjoying admittedly excellent achievements related to sustainable 
development, but having no worries about competencies that didn’t even exist in the past. Now 
things have changed significantly and a radical cultural transformation is needed. 

Instructions: 

1. After reading the previous situation, develop an implementation strategy that also 
allows you to evaluate the results of the implementation. 
2. Include the following elements in your strategy: 

Identification data of the company (name, number of employees, years of operation, business 
activity, etc.). 
 
Company: Olguin, Olguin & Olguin S.A. 
No. of employees: 60 employees 
Years of operations: 18 years 
Business activity: Production, distribution and sale of ice cream 
 
The detailed description of the implementation strategy 
 
Agreements with providers are long lasting for the relationship with the owner of the company, 
not for the relationship with employees and providers. The problem is that new agreements 
frequently are forgotten and never implemented, thus lack of follow up are commonly 
experienced in the company.  
 
It is a local family business with a long history in the town.It is considered a local tradition to visit 
and stay a while in the place. The variety of flavours, the treatment and engagement with the 
point of sales employees with their clientes is unique. However, in the back office employees 
there is a lack of that kind of sense of service. The problems are mainly related to the 
Angel Geovani Olguin Espinoza
A00812318
relationships with providers. The implementation plan is intended to share the same attitude of 
all the employees with their clients , in this case the providers and follow up the further 
agreements to have the same kind of service as the point of sales as the administration 
department.  
 
As a result, the implementation plan consist on:  
● List the attitudes, behaviors that are in the points of sale in order to make a benchmark 
with the administrative office to adopt them where applicable. 
● Provide lectures, seminars regarding service culture  
● Provide lectures, seminars regarding negotiation and implementation skills 
● Establish a culture of the importance of follow up, after sales service in agreements 
● List the benefits, importance and milestones that has achieve the points of sales 
regarding customer satisfaction to make a benchmark in order to adapt where is 
applicable 
● Establish a policy of setting goals, expectations, post customer service metrics in every 
agreement done 
● Set a compensation plan when goals above mentioned are met 
● Set key performance indicators (KPIS) regarding making a cultural transformation 
oriented to seek implementation of those agreements and evaluate their effectiveness. 
● Set a evaluation assessment with the KPIS listed above  
● Develop communication skills and be aware of the other party's interest and seek 
alternatives and solutions in agreements  
● Set a after sale service team to follow up the agreements done between providers and 
the department  

The best practices that must be used to put the strategy into practice. 
 
● Emotional Intelligence 
● Communication skills 
● Service orientation 
● Follow up orientation 
● Relationship orientation and not only result one 
 
The justification of the elements listed above. 
 
By dealing in negotiations, the bond developed during the process for a correct follow up will be 
done with proper communication skills by knowing the interest of the other party and creating 
strong relationships between company and providers and not only based on the friendship with 
the owner but with the excellent after sales service provided by the company.  
Emotional Intelligence is a key element during the transformation process and knowing the 
employees attitude and interest will be crucial in the implementation plan.