HRO Human Resources Outsourcing, Marco México

From a standard personnel structure to a congruent one

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In 2002, Marco began its operations with the “South Korean Electronics Corporation”, on administrative and operative level for responsibilities at points of sales.

According to Mexico’s subsidiary, the electronics manufacturer is divided into two consumer markets: Electronics and Home Appliances. Through national points of sales channels which have created an extensive personnel structure.

Although the company’s products are not massively consumed, they posses a great dynamics at IT industry, generating big challenges and a strong response of their main competitors. As a consequence, HRO area suggested “anticipating market needs and repositioning the brand ahead of competition”.

Understanding client’s needs

After becoming aware of the brand commitment concept, the competition and the real opportunity, HRO Mexico detected a threat of competition: a centralized structure at points of sale. According to this old system, all decisions depended on a single administrative executive’s criterion. Therefore, it was essential to restructure the existing 150 – people system at different levels: operative, administrative and management.

Taking into account, HRO area developed a product by the name of “Need of Congruence", which has depurated and organized all job positions at points of sale. Thinking about this, all personnel could specialize more reducing the need to depend on a single person.

“Need of Congruence”, building a new structure

“Need of Congruence” system has been provided a new structure for points of sale personnel, this project was carried out through different levels to modified human resource’s profile by HRO area.

At first stage, the main objective was to purify the base profile on the pyramid points of sale personnel, the Promotion level.”

Through this Promotion level process, HRO area suggested that “it must have a focus on excellence at a high education level and sale - professional knowledge for Promotion staff, in order to achieve the brand objectives”.

As a consequence, it was selected professional salespeople according their experience and knowledge at sale markets; and it was also developed extras - training courses for the old staff to improve their work performance.

For second stage, HRO area works on following job position that was considered the key to link management objectives, the Supervisor level (Officer in charge level at points of sales).

Through define this profile at supervisor level, HRO achieved a time and form Planning on client’s professional calendars and logistics. By doing this “Good Operations”, was set up a clear direction at points of sale channels for the client and this can manage the main objectives towards all personnel positions.

At last stage, HRO area worked on job position that was the link to the whole personnel structure regarding points of sales channels, the Management level called “Coordination”. It means a management position that controls the Supervisor and Promotion level.

The results

The main objective behind building this last profile Management level was that all personnel positions work under the same Coordination’s guidelines, from Promoters, Account Managers to Sales Forces. As results, now the whole points of sales personnel moves towards the same place, seeing always the benefit for the brand.

At present, the client personnel structure reaches 350 persons at national points of sale, at Mexico. HRO area carries on providing to competent human resources for the client’s points of sale, in order to achieve its main objectives for success and sale increase.

Through "Need of Congruence" tool, the client’s points of sales personnel structure has been organized into a solid base to strengthen its brand image at Retail Channel.