How to increase flow efficiency in sales processes

Abstract: The aim of this thesis is to study and explain how global telecommunications equipment companies can increase flow efficiency in their internal sales processes by using the management concept lean. Rapid technological development in combination with increased international competition in the last decades has put more pressure on efficient sales processes and embracing customer value. Hence, increasing flow efficiency has during the last decades been a common trend in organizations striving for better meeting customer demands. Increasing flow efficiency in sales processes is a rather new field of investigation and leaves many question marks for the interested. To investigate how this can be done in sales processes a qualitative case study has been conducted at the telecommunications equipment company Alfa. The first step included identification of obstacles restraining flow, followed by an analysis addressing why they have occurred. This was done through a triangulation consisting of observations, collection of documents & records and semi-structured interviews. In total 15 in depth interviews with employees from the company were made. Obstacles restraining flow in the sales process were found to be; not incorporating customer insights in the sales process, a technical orientation in the organization, resource efficiency and distinguished process goals. Aspects related to organizational elements such as culture, structure, and systems further showed to explain the different obstacles. The conclusion is that companies similar to Alfa needs to first address values and principles in order to increase flow efficiency in sales processes.