Introduction to People Analytics by Khan Nadeem; Millner Dave; Marr Bernard & Dave Millner

Author:Khan, Nadeem; Millner, Dave; Marr, Bernard & Dave Millner
Language: eng
Format: epub
Publisher: Kogan Page, Limited
Published: 2020-07-15T00:00:00+00:00

Case study

Growing sales using people analytics at Rentokil Initial

Dr Max Blumberg, founder of Blumberg Partnership

Business problem

Founded in 1925 and listed on the London Stock Exchange, Rentokil Initial provides pest control and hygiene services across 70 countries with over 36,000 employees. There are three global brands and some local brands in several other countries. In 2018, Rentokil had revenues of approximately £2.4 billion. Dr Max Blumberg was approached by the Rentokil CEO at the time, Alan Brown, who had started a period of examining operations and in particular sales expertise and performance. This is the story of how Max utilized a people analytics-based approach to identify sales performance improvements.

Sales results and turnover at Rentokil Initial were highly variable among the 700 global sales people. Some regions were overachieving their targets easily, while others were consistently underachieving. The CEO was keen to explore this using an analytical approach, in contrast to the anecdotal information he was receiving from the various managers and directors in the business.

Feedback from other leaders was highlighting people-related topics, so the focus was on the sales workforce itself rather than territory alignment, market opportunity or competition. A more methodical approach to assessing and improving sales performance was being sought and so Max was asked to undertake the analysis.

Approach

Initially, Max interviewed sales leaders in different regions around the world in a bid to isolate a hypothesis that might explain the sales performance issues. Following these initial interviews, it was clear there were different hypotheses depending on who he spoke to. These included:

effective sales training delivered at the right time will develop the technical confidence needed for successful sales performance;

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