2010 Tack Post Conference Magazine

I N T E R N A T I O N A L

C O N F E R E N C E2010

competence masterclasses

tack awards

contents

tack attack awards 12

tack Global marketplace 18

takinG proactive action 4

indUstrY insiGHt sessions 16

core competence masterclasses 20

cool ideas 17

power brieFinGs 24

post-conFerence activities 26

learninG insiGHts

& action planninG 25

attackinG team - Global solUtions 2

moments oF inspiration 6

tHe best oF tack spirit 10

I N T E R N A T I O N A L C O N F E R E N C E > > > l A S V E G A S 2 0 1 0

Working togetheras a true ATTACKING TEAM to provide GLOBAL SOLUTIONS to clients locally and internationally!

We have been designing and preparing this Conference with a vast commitment,

huge dedication and enormous excitement with a single aim in mind: to provide all participants with important tangible value to bring back to your countries. An extended team of colleagues from different countries have been working hard for a long time in order to ensure that you would be able

to leverage on a number of significant new devel-opments of know-how as well as newly acquired knowledge and newly developed competence to drive the progress of your local TACK operations and teams to a higher level of success.And we were thrilled to hear all participants saying that this was the BEST CONFERENCE EVER!

This year we have managed to bring together a number of internal TACK Experts as

well as a number of External Experts. It is a unique combination that allowed us to

learn from the very best coming from within the TACK Family and from the market.

As a result, we had an amazing collection of:

5 Keynote Addresses,

3 Awards MasterClasses,

3 Industry Insight Sessions,

1 Area Session,

7 Core Competence MasterClasses,

18 Power Briefings, and

3 Post-Congress Learning Events,

What an incredible wealth of knowledge, experience and expertise that was!

And of course, since we were in Las Vegas we had an entertainment programme through out the Congress that was nothing less than fabulous!02

In a global business environment that is changing in a

faster pace than ever experienced before in our times, it

is of paramount importance for TACK to further strengthen

our unique competitive advantages and to deliver our brand

promise. It is extremely important to work together as a

true ATTACKING TEAM to provide GLOBAL SOLUTIONS to

clients locally and internationally!


I’m grateful to our guest keynote speakers and to our many TACK and TMI friends from around the world that made an awesome contribution to the huge success of this Event. I’m also grateful to the members of the TACK USA and TACK Mexico Teams, and to Bogdan and Calli, for work-ing very hard and for a very long time to prepare this unique Event. A big "thank you" goes to Simon our bril-liant emcee. I have an exceptionally special thank you for our hosts, Janelle and Vicky! It was a truly inspiring, memorable, once-in-a-lifetime experience!I’m really thankful for the fortune and the privilege of sharing this stunning learning experience and, also, having great fun with all of you in Las Vegas!I feel deeply honoured and extremely proud to be a member of the TACK Family!!!

Kostas

In 2010 for the first time we have decided to organise both the TACK and TMI Events

(i.e. TMI is the sister company of TACK) on the same days and in the same coun-

try/city/venue. We did not merge the TACK and TMI Events but we had them run in

parallel. This allowed us to achieve the TACK-specific objectives and the TMI-specific

objectives concerning development and growth, while creating an opportunity for our

TACK and TMI colleagues to establish a closer personal relationship with each other, to

learn more about the other brand and, finally to be in a better position to more actively

explore and utilise opportunities for cooperation and synergies both in the local markets

and the international market, where applicable.

A n d w e w e r e thril led t o h e a r a l l p a r t i c i p a n t s s a y i n g thatthis wasthe B E S T C O N F E R E N C E E V E R !

03


Taking proactiveand effective action,

because the crisis may not last long enough...

As War ren Evans , one o f ou r keyno te speake rs , pu t i t : t he g rea tes t dange r i n t h i s cu r ren t r ecess i on i s t ha t i t

may no t l a s t l ong enough . Tha t i s , l ong enough f o r some o rgan i sa t i ons t o wake up , r ea l i se t he once - i n -a - l i f e t ime

oppo r t un i t y t hey have and t ake advan tage o f i t . Wh i l e mos t bus inesses f ocus on su rv i v i ng t he nex t f ew mon ths ,

a f ew se l ec t ones a re a l so t h i nk i ng abou t wha t t hey need t o do d i f f e ren t l y t o l eap f o rward when t h i s i s ove r .

04


In TACK we have been working towards this direction, and with this

strategic objective in mind, since the very beginning of the global crisis.

We have been taking action, to expand our pool of clients, to enrich our know-

how and offering, to strengthen our business development competence and

capacity, to sharpen our value proposition, to develop world class marketing

materials, to build up our competence in designing and delivering integrated

solutions and to further align our collective efforts on a global scale.

The focus of this year�s Conference was to significantly accelerate the pace of

our progress. It was all about preparing to make the most of the opportunities

that the recovering markets offer us worldwide to strengthen our position both

locally and globally. We focused our attention on how we can best leverage

our offering in our key areas of focus to address existing and emerging market

demand. This meant a combined focus on thought leadership, latest trends, IP

utilisation, competence development, and business development throughout

the Conference.

Historically, each Conference

has been special in its

own way, and this year was a

shining example. We strongly

believe that after a period of tough

markets and stretching efforts

to remain at the forefront, it was

more important than ever to get

together, share and learn from

each other. Undoubtedly, this

Event not only boosted the spirit

and motivation of our teams,

but also gave a healthy dose of

business development ideas,

topped off with a dash of important

competence development. Now,

back in your home countries, it is

your call to use what you learnt,

share it, and make the most of it!

05


Moments of Inspiration

This year we wanted to offer extreme value to all participants by having some of the most sought-after keynote speakers to share their expertise and

wisdom with us. Throughout the Conference we invited an impressive selection of celebrity keynote speakers to share their stories and insights,

stimulate our thinking, and spur us to take action. It has been a �treasure� of insights that allowed us to better assess the current market conditions, better

understand the clients and better analyse current and expected future trends.

W. Mitchell, International Keynote Speaker, Author and Triumphant Victor - "Being Unstoppable."

In his opening keynote address, Mitchell challenged us to stage

a jailbreak. A break from the mental �jail� we tend to create for

ourselves through self-imposed limitations as we face setbacks

and adversity - in business, and in life. Mitchell, undefeated by a

blazing motorcycle accident and a paralyzing plane crash four

years later, learned to take responsibility for the countless changes

in his life. Whether coping with devastating burns over his body

or being sentenced to life in a wheelchair. He was determined to

maintain control, cope with the changes, and prosper. His life clearly

illustrates that no matter what happens to you, most limitations

are indeed self-imposed. Step by step, Mitchell moved forward

with his life. He became an internationally acclaimed mayor -who

saved a mountain-, a successful businessman who put thousands

of people to work, a congressional nominee from Colorado, and a

respected environmentalist and conservationist who repeatedly

testified before Congress. In his keynote he calmly encouraged us

to accept challenges, embrace change and take action, and left us

with a message that unexpected changes can become exciting new

starting points. "Before I was paralyzed there were 10,000 things I

could do. Now there are 9,000. I can either dwell on the 1,000 I�ve

lost or focus on the 9,000 I have left."

W. Evans, Master Strategist - "Where in the World is the World Going? - Strategy, Trends and the Business of Learning."

Warren Evans is a man with a decades-long track record of

being ahead of the curve in predicting the future. He looks at

the major trends, how these are interacting with each other, and

the strategies successful organisations are using to recognise

opportunities, and then create competitive advantage from these

insights. His message for us? For many the biggest danger in this

current recession is that it won�t last long enough. There are two

kinds of organisations today. There are those hunkered down,

focusing purely on the next few months thinking "how do we get

through all this thing, how will we survive?" And then there are

those that spend 10-20% of their time thinking "what do we need

to do differently when this ends?" Because we all know it will end,

we have been through this kind of thing before. We know that in

every marketplace 12-18 months after this ends the pecking order

will have changed. Those who were last may well become first. If

we�re not taking this opportunity to rethink why we�re doing what

we�re doing, how we�re doing it, where we want to go with this,

and what we need to do to get there - we�re missing a tremendous

opportunity, because half of the universe is hunkered down and

focused purely on the next few months!

we invited an i m p r e s s i v e s e l e c t i o nW. Mitche l l

W.Evans06


of celebri ty keynote speakers

M. Willis, Global Head of L&D, Tyco Electronics - "What Large Companies Expect from their Global Training Partners."

With a history of 50+ years of leadership, Tyco Electronics is a US$10.3 billion global

provider of engineered electronic components like cables and connectors for thousands of

consumer and industrial products. If it wasn�t for Tyco Electronics, your laptop computers

wouldn�t start, cars would stop in the middle of the road, and airplanes would fall off the sky.

The company operates in 52 countries employing over 85.000 employees. L&D Leader Mike

Willis addressed us on what global companies expect from global vendors, like TACK and TMI.

His key messages? Someone who claims to be global should in fact be global. That is, have

people placed in relevant locations throughout the world, with the right level of expertise, able

to adapt contents to local culture, and deliver in local language, consistently. Flying trainers

in does not allow for that. It is this unique combination of consistency and adaptiveness that

is a winner, and TACK and TMI no doubt have that capability. Tyco Electronics needs an

extended team on their side, a truly valued partner. They say "If you want to go fast, go alone.

If you want to go far, go with others." Tyco Electronics plans on going far. What�s needed

is consistency, reliability, and repeatability of high added value learning programmes and

services. Truly understanding and listening to what the customer has to say. Some vendors

just don�t seem to listen. During the sales process they sing a song "oh, I can do that", and

then fail to deliver upon their promise. TACK and TMI actually practice what they preach.

Alignment with values like integrity and accountability are essential. Mike closed with a

comment, that in a way TMI and TACK is a lot like Tyco Electronics: "Large, doing important

and great work, yet a lot of people don�t know who we are. Perhaps they should."

t o share the i r s to r ies

07


J. W. Hayzlett, former CMO of Eastman Kodak - "Lessons from Kodak�s Near-Death Experience to

It�s Thriving Redefinition Today."

Change agent, thought leader, and sometimes

cowboy, Jeff Hayzlett is a social media and

marketing expert and Kodak�s former Chief Marketing Officer. With Hayzlett at the helm of

Kodak�s marketing and business development initiatives, the company experienced record

growth, unveiled revolutionary new products and has established a global brand as a leader

in cutting-edge research and product development. Jeff started out by asking: "How many of

you bought a roll of film last year? Welcome to our world." Kodak went from USD 15 billion

to 200 million in sales in just 5 years. Their business evaporated. Their revenues are once

again over USD 10 billion. In 1976 Kodak invented the digital camera, just put it to one side, as

business in film was good, so it wasn�t necessary to change. 40 years later they had to become

a digital company pretty fast. Today 40% of all commercially printed material is touched by

Kodak technology. They weren�t in that business 5 years ago and today they are number 1

in market share worldwide. The Kodak online gallery boasts 75 million paying members and

hosts 5 billion high-resolution photos. And that�s because Kodak has probably the only product

that people would run back to a burning building to save. 70% of their business used to be in

the traditional business frame, today that�s all digital. They also swung from a B2C to a B2B

business model. 13 products drive 80% of revenues, each of them number 1, 2, or 3. If they

cannot make it to the top 3, then they move out fast. And half of these products did not exist

5 years ago. His message? When businesses get back to the core of who they are, and who

they want to be, and get serious about making that happen - that�s when businesses excel. How

about us? Is our business alive and kicking, or is it just lying on the floor? What is our core, what

is our brand all about and what does it take for us to excel?

T. Hsieh, CEO, Zappos.com - "Delivering Happiness - a Path to Profits, Purpose and Passion."

The hip, iconoclastic CEO of Zappos.com - currently

the most in-demand keynote speaker in the US -

addressed us on "Delivering Happiness - a Path to

Profits, Purpose and Passion." In 1999, at the age of 24, Tony Hsieh sold LinkExchange, the

company he co-founded, to Microsoft for $265 million. He then joined Zappos, as an adviser

and investor, and eventually became CEO, where he helped Zappos grow from almost no

sales to over $1 billion in gross merchandise sales annually, while simultaneously making

Fortune magazine�s annual list of "Best Companies to Work For." Zappos was acquired

by Amazon in November 2009 in a deal valued at $1.2 billion on the day of closing. In his

keynote Tony showed us how a very different kind of corporate culture is a powerful model for

achieving success - and how by concentrating on the happiness of those around you, you can

dramatically increase your own. His key message? Concentrating on something you�re truly

passionate about, and building a business around that with a culture where talented people can

be themselves, where they can connect with each other, do work that�s meaningful to them

and with a purpose, where they can be part of something larger than themselves will likely

bring about financial success, too. The success story of Zappos.com is testament to how

non-conventional ways of really putting people first and releasing the potential of your people

makes business sense. Their organisational model is no doubt one of today�s pioneering

examples of emerging new organisational models of our century.

J.W. Hayzlett T . H s i e h

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J. Barlow, CEO TACK & TMI USA - "Branding

Service, Branding Sales."

Janelle addressed us on the

topic of how sales and service

go hand-in-hand to enhance the customer brand experience, generating

revenue and profits. She demonstrated how closely customer satisfaction

and market valuation correlate. A fundamental truth is that looking at

service only, when trying to improve customer satisfaction, is not enough.

In fact, often the very first customer experience is a sales experience!

There are opportunities to improve customer experience from a rational

(price, functionality), or an emotional (brand) perspective, but the latter

tends to influence customer loyalty substantially more. Only one can be the

cheapest, all the others must use their brand! A shift is needed in the sales

approach from selling to a customer, to creating a customer. In the brand

context sales is about the brand promise, whereas service is about the

brand experience - the two must be closely aligned. As Peter Drucker once

put it: "The purpose of any business is to create customers." This clearly

suggests a lot of business opportunities for us out there!

J.Barlow

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T h e b e s t o f . . t h e T A C K A T T A C K S p i r i t !10


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awards

The TACK ATTACK Awards were introduced last year to celebrate the TACK Brand in action through recognising our most outstanding success stories, team and person-al accomplishments - both internal and external.

The Finalists and Awardees of 2010 are shining examples of what the TACK ATTACK spirit is all about, living and breathing the TACK Brand day in and day out

Our Judges (in alphabetic order)

Pawel Chabros

Irina Gubar

Kostas Hatzigeorgiou

Gustavo Piera

Tayo Rotimi

Emerging Young Talent of the YearRecognising and acknowledging outstanding

performance and professional excellence of under 35

emerging young talent in the Network.

Shobhit SrivastavaTACK India - Awardee

Shobhit, 29 years old and 3 years with TACK India, is a business developer and a constant high achiever. He single-handedly sold and personally delivered an impressive volume of business in 2009 alone! He generated 15 new accounts including major international brand names like Godfrey Phillips, Nestle, Maruti Suzuki, Metlife, Pepsi, and Auchan. Shobhit achieved all this in the year that followed right after the biggest slowdown the Indian economy had faced since 2001! What�s more, Shobhit did not start out as a star business developer, but he worked long and hard at it to make it happen - and he triumphed! Shobhit�s turnaround story from year 1 to year 2 has been source of inspiration for the rest of the TACK team in India. Congratulations Shobhit!

Linnet

Furtado

accepting

on behalf

of Shobhit

Srivastava

01212

TACK Partner Country of the YearAcknowledging outstanding overall performance and

progression of the TACK Brand.TACK China - Awardee TACK Denmark - Awardee

In 2009 we had to operate in the most challenging business environment that we have faced in years. Despite this fact, TACK China and TACK Denmark continued the delivery of successful client projects, acquired important new clients, designed and delivered integrated solutions, employed new approaches and methodologies and further upgraded the competence level of their teams. And even more, they managed to keep their respective volume of business to the very high level of 2008! A truly remarkable achievement!


Business Support Person of the YearAcknowledging inexhaustible commitment and stellar

performance in supporting the business.

Tine HansenTACK Denmark - Finalist

Tine, 7 years with TACK, works as Project Co-ordinator supporting the Danish Account and Project Managers, ensuring projects run as smooth as possible. She is the one-point of contact for clients with major projects, and she has been setting the standards for project coordination at such a level, that she has developed into being a part of the argumentation for choosing TACK! Many stories could be told, but there are two things that underline clients deepest respect for Tine. First, there are never any additional questions asked to the account manager. It is all fixed. Second, clients always know Tine�s name. This is proof of respect, achieved by her competence and integrity. She transformed TACK project coordination into being an important part of the company�s value proposition, and enabled it to run huge and complex training and development solutions. Tine, no doubt, is a big inspiration to her colleagues in the TACK Denmark Team!

Noemi LitvakTACK Mexico - Awardee

Mimi, 4 years with TACK, is a great trainer and also a great support in the development of consultants and trainers in Mexico and Argentina. She has been in charge of ensuring delivery quality of all consultants and materials, which is a huge job! Without Mimi it would not have been possible to ensure Accenture delivery in Latin America at such a high standard. She is also an expert in recruitment and preparation of good trainers. She can get diamonds from stones... diamonds that also remain so! Mimi is always looking for ways to improve things. She is called "Sensei" by the team, because she is a guide and coach to team members. She goes out of her way in helping trainers develop and deliver excellent programmes. TACK Mexico and Argentina teams owe a lot to Mimi and the great care and support she provides for them. Congratulations Mimi!

Business Developer of the YearRecognising unwavering determination and exemplary

accomplishments in business development.

Bob BransonTACK USA - Finalist

Bob has been working with TACK USA for 2 years and has been instrumental in getting the business off the ground. In this short period of time, during the worst economic crisis that the U.S. has faced since the early 1920s, Bob has persisted with a positive attitude and achieved major accomplishments for TACK USA. Business was so bad in the US in 2009 that it was all about fighting for survival. Bob never flagged in his energy throughout that period. Talking with hundreds of people, he identified strong independent business developers, and created relationships that have given TACK presence in the US sales training market. In addition, he has been the dominant developer of the Tyco Electronics account. This account is of such strong global potential, and of such a huge size, that it literally could drive business for TACK USA for many years to come. In addition to bringing in a very valuable client, he also created a structure and platform for strong global projects, that will influence how TACK around the globe does business!

Tom JohansenTACK Denmark - Awardee

Tom, 4 years with TACK, is leading Team International in Dennmark, Sweden, Norway and Germany. In this position he is supporting his team in establishing relationships with international companies. Furthermore, he is running joint account management on important clients as IC Companys and Marc O'Polo. Tom has a unique ability to get ideas to tools, that can be used to approach new potential clients in challenging markets. He managed to position himself with a unique trainer style. Being a friendly and positive guy, he pushes participants and clients to their limits, making them break boundaries. He is often asked for advice or guidance by his clients, as well as from his colleagues. His major accomplishments include: setting up of an international retail offering; comeback of TACK in the German, Norwegian and Swedish markets; and establishing Team International. Danish-based account managers and consultants know that Tom has an answer to all their challenges, when it comes to delivering international concepts. A pioneer on international assignments, he has set a benchmark on how to run projects and involving the different trainers and TACK Network Partners. Knowing this, Danish colleagues are now actively approaching the big Danish-based international players. Tom not only works with members of his team, but uses every opportunity to work together with other colleagues. He is involving them and challenging them, trying to pass as much of his knowledge to them as possible. Congratulations Tom!

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Consultant of the YearAcknowledging best practice

and individual excellence of seasoned professionals.

Annegrethe RosaTACK Denmark - Finalist

Annegrethe, 3 years with TACK, focuses on sales and account management. She recently played a leading role in the high profile "Andersen & Martini" project. In her position as account manager Annegrethe achieved to establish contact with the client and drive the sales process. At a certain stage TACK Denmark almost lost the bid, but by involving new consultants and giving the solution a different angle, she and her team made a great comeback, and closed a deal even bigger! She is highly respected and trusted by her clients. Establishing and developing a strong personal and professional relationship, bringing in the TACK brand values, is natural to Annegrethe. She has an ability to design implementation- oriented solutions, and make her clients realise the importance of every element integrated in the delivery. Nothing is left to circumstances in Annegrethe�s projects. Her solutions are all implementation-oriented, and so she sets a benchmark on how modern training and development solutions should be. Combined with Annegrethe�s outstanding capacity in not only maintaining a good relationship but developing it, she is a role model in the TACK Denmark Team!

Selene SanchezTACK Mexico - Finalist

Selene, 10 years with TACK, is a fantastic trainer and consultant. She excels in all the TACK programmes, developing customised solutions for clients. Selene always goes beyond the usual programmes and approaches. She always creates great improvements to TACK programmes and solutions, as well as customisation to the bone for clients. Clients fall in love with Selene and her highly energetic, confrontative, professional and fun style. Selene always promotes TACK�s value and has positioned TACK as a results company with the work she�s done for clients in Mexico. She is a black belt in Six Sigma as well, so she is an expert in helping companies improve processes and developed a programme called FPS (Fast! Punctual! Sharp!) in order to help participants understand processes improvement. Selene is the "light of the party", helping and supporting team members whenever necessary. She loves to share and help others grow, and motivate people to stretch themselves and excel.

Simon BroomTACK UK - Awardee

Simon, 5 years with TACK, is an experienced sales and management trainer who has been in the training industry for 15 years. Over the years he has designed and delivered many client projects for TACK, recently including two overwhelmingly successful international projects - Howden and Tyco Electronics. Simon has been at the forefront of both and has been the lead trainer. No open course or in-company course led by Simon has ever failed to achieve 90% average for both Trainer and Value (usually it is well over 90%). He delivers great value to delegates and clients. The only exception to this was a recent sales event for a medical company where the authoriser asked him to "stir them up." He did so and delegates marked him down, but the authoriser was delighted! Simon was key to selling and piloting the Tyco Electronics project, and the pilot sessions he delivered in the USA were phenomenal! Simon was responsible for the successful redesign of TACK�s Profitable Negotiating course, and he is contributing to the redevelopment of Managing Channel Partners. Both Howden and Tyco Electronics needed his innovation and creativity to succeed. Simon is a consultant who is very flexible and also fearless, which means he can rise to any reasonable challenge that clients throw at him! Congratulations Simon!

Awarded to acknowledge outstanding contribution to building and strengthening the TACK International Network.

Marie Kongsted TACK Denmark - Awardee

Louise Gulliver TACK UK - Awardee

Marie and Louise both share a passion for the amazing opportunities the Internet offers. Marie has been instrumental in building TACK Denmark�s presence on the Web, and has achieved some outstanding results. Today, a substantial amount of business is generated for TACK Denmark through the Internet, thanks to savvy search engine optimisation, neat website design, and clever online marketing spend. Louise has been leading initiatives to take TACK UK�s presence on the web to the next level, so that it effectively channels in relevant enquiries, and turn these into actual business. Marie and Louise took the initiative and joined forces to help the TACK International Network reinvent it�s online presence, so that all Partners benefit from the knowledge, experience and expertise they have accumulated over the years. Thanks to their commitment and dedication we will soon launch our all-new TACK International website, designed to make sure whoever�s looking for our services finds us, gets the right impression, and gets in touch. This, coupled with search engine optimised local websites in all partner countries fully mirroring the global template, will go a long way in building the TACK brand, strengthening the TACK business, and bringing the TACK Network closer together. With this very special Award we wish to acknowledge the personal leadership and outstanding contributions of Marie and Louise to the TACK International Network. Thank you!

TACK Person of the Year Award

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Initiative of the YearAcknowledging inspired client projects and initiatives

integrating a range of TACK tools, concepts and know-how

into a transformational process delivering tangible results and

success for the client.

Flying Eagle Sales CampaignUnilever, TACK China - Finalist

Flying Eagle was a major training project developed jointly with a leading global outsourcer and the Unilever sales team. The objective was to help Unilever elicit the best practice from its top performers, and pass this on to the entire sales team. Outsourcer conducted the needs assessment, identified key competencies, and decided the main training topics. Following this a joint project team was formed to design and deliver relevant training to the target group. TACK China created a whole new programme based on the specific needs of the client, trained over 650 salespeople, and prepared 6 internal Unilever trainers to roll out programmes on an even larger scale. The project�s success significantly increased TACK�s reputation within Unilever, as well as The outsourcer, and resulted in major business opprtunity for other TACK teams over the Globe. Unilever specifically praised the results of this project during their board meeting as one of the best projects in Unilever globally.

Howden Academy - Developing Management ExcellenceHowden, TACK UK - Finalist

Howden Academy is a truly world-class development solution that exemplifies all that is great about TACK. Howden designs, engineers and supplies air and gas handling equipment with 3,800 employees, and divisions in 17 countries. The initiative aimed to develop already excellent engineers to become excellent managers and leaders of the future. It was designed to support the client in achieving their business goals, specifically their double digit annual revenue target. The project involved the design, delivery and outsourced programme management of a blended modular management development programme for a target audience of 386 engineers in 9 countries. Specific elements included: psychometric profiling, 4 management modules, multi-language delivery, pre- and post- competency assessment, outsourced training administration, creating a client-specific online learning portal, post-course learner support tools. It is an extraordinary development solution which has strengthened our management offering, capability and will enhance our position globally.

Implementing a New Sales ModelSanofi-Aventis, TACK Portugal - Awardee

Sanofi Aventis is a global top 5 pharmaceutical company with 80 production units and 100,000 employees worldwide. With emerging new structures providing health services, increasing competition from "health stores", blockbuster drugs losing patent, and the government forcing price cuts, our client needed to reinvent the way they approach the market. Following a deep research and study of the market and the industry, TACK Portugal designed and delivered a series of programmes to refresh and refine the selling and leadership skills of sales managers and pharmacy sales teams around PRO-PAYBACK� Selling. They also prepared a team of internal sales trainers to use role-playing and case study methodology in their work. Furthermore, TACK teamed up with selected university professors, health experts, CEO�s of two other large organisations, and healthcare representatives to help Sanofi-Aventis create a new sales model to adapt to the changing circumstances. As a result, TACK Portugal has become a trusted partner of Sanofi-Aventis, and they�ve become known as experts in the pharmaceutical industry in Portugal.

15


Industry Insight SessionsThought leadership, latest trends, inspiring fresh

thinking and attractive business development

opportunities in targeted industries.

Banking by Eric Pillinger, TACK UK

This session looked at a somewhat troubled, yet highly important sector for us - banking. Following the recent

global crisis there has been a period of relative calm and a re-appraisal by financial institutions of their plans and priorities. Managing and marketing all financial businesses will remain challenging - not because there is a shortage of demand (quite the opposite is true), but because it is a truly global market which moves fast and has the potential for both corporate and personal fortunes to be made or lost at high speed. Key challenges for the industry include: How to rebuild public image and customer goodwill which has suffered so badly recently? How to increase our market share when selling regulated products where legislation restricts our promotional activities? How to attract, motivate and retain top quality people? Finance is perceived as a hard-nosed industry where profits matter and people don�t. However, top performing companies realise that this is not the case, presenting us with some great opportunities to get involved. Relationship management and interpersonal skills can be a key differentiator today - being made to feel important will win and retain clients. Leadership is needed at all levels - one that provides direction, role models of integrity, and shows consideration for people. Marketing and selling in a highly competitive industry must strive for brand recognition, and ensure the customer experience matches the brand promise from selling through to customer service. So, the opportunities for us out there are plentiful - it is time to get going!

Retail by Tom Johansen, TACK Denmark

Participants of the Retail Industry Insight Session examined closely the different types of retail

business models, and their implications from a training & development perspective. It appears that retail is going big worldwide, small operations are getting big, big ones are getting huge, national ones go international, and international ones go global. This all poses a great demand on solutions that enable the successful implementation of retail strategies, and a big part of the solution clients are looking for is just what we have on offer! Looking at the different retail models we distinguished between monobrand and multibrand; self-, part-, and full-service; owned, concession and franchise stores; local, national and international operations - and all the various combinations of these. We then explored the wide array of business objectives a client might have on their agenda, including: maximising sales or profits, optimising sales, conversion rate and basket size, boosting customer loyalty, improving visual merchandising and space management. Once we developed a good understanding of the challenges we went on how to sell into retail operations. The key? Go out and experience for yourself how they are, do a research and once you know who the best targets may be, meet them and ask the relevant questions. These will likely be about business objectives, supporting processes, behaviours and competence profiles, the roles of sales assistants and retail managers. When you see the panic building in their eye, reassure them that we have what it takes to make it work for them! Now, go out and sell big!!!

Pharma by Isabel Se-queira, TACK Portugal

The Pharma Industry Insight Session gave participants a fresh and comprehensive

insight on current market trends and opportunities. It appears that there are 3 different markets in pharma: "Pharmerging" - 1 sales person and 1 decision maker; "Mature markets" - where access to physicians is more difficult, there are many rules to abide to and complex sales processes to follow with multiple stakeholders; and "Advanced markets" - the ones characterised by a restructuring healthcare systems, with new stakeholders, less importance of prescribers, and increasing complexity of distribution. Depending on the maturity of markets there are differing sales approaches, dimensions of sales teams, incentives models, and training models. It is also important to distinguish between prescription and OTC drugs, generic and branded products, as well as between different target groups of the sales process, such as Physiscians, Pharmacies and Hospitals. Participants learnt about 4 new programmes of the TACK Pharma Tower offering: PRO-PAYBACK Selling� for Pharmacy Representatives, PRO-PAYBACK Selling� for Physician Representatives, PRO-PAYBACK Selling� for Hospital Representatives, and Territory Management for Sales Managers. Overall, based on market trends and forecasts, there are potentially huge opportunities for TACK in pharma. And we have what it takes to take advantage of them!

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Leadership Development by Simon Tedstone, Expert from Australia

This session looked at today�s market for leadership development and introduced the new True Leaders offering to participants. We started out

by looking at parallels between the environment and leadership, and concluded that leadership entails a mix of strategic and tactical decision making and effective implementation. There are dozens of leadership theories ranging from Taylor, Tannenbaum, and McGregor, through Blanchard�s situational leadership, to Goleman�s Emotional Intelligence model. Our True Leaders model is based on Professor Harry Schroder�s work. His research sought to identify a set of behaviours that differentiated performance in complex and dynamic environments - very much like today�s business environment. His longitudinal research study measured team, unit or organisational performance rather than that of the subject individual, using behavioural observation method. As a result, a holistic leadership competency model was created. We briefly familiarised ourselves with the rich toolkit, featuring a broad range of assessment tools and development interventions, and closed the session with considering opportunities for business development. The True Leaders offering will be a branded offering on its own. Following this session interested Partners and consultants had a chance to learn more about True Leaders at a full day post-Conference induction session.

PRO-PAYBACK� - The Selling GameWe�ve introduced the latest cool addition to our TACK toolkit: PRO-PAYBACK� - The Selling Game. This board game allows participants to practice and test out their knowledge, through 40 different true/false and 40 open-ended questions, as well as 10 more complex sales scenarios. The tool can be used before for a creative assessment, during a learning event, or after as an assessment or refresher of learning. Mass production has not started yet, but will follow soon. The game will be shortly available for use. Check it out!

Idea NavigatorIdea Navigator is a creative group problem solving tool in the form of a board game. It combines analytical thinking with creative thinking when solving problems, or tackling new opportunities. It provides a systematic 4-stage problem solving process, at each stage using card prompts with random questions and exercises, which are a mix of logical-analytical, and creative ones the stimulate mental shifts. Inspirational quotes, and random stimulus cards also add to the excitement. Idea Navigator from New Zealand-based MindSpring, is a tool we now have the rights to use within the TACK Network. The game is readily available.

Introducing the all-new TACK Corporate Brochure and the "Buyers� Views of Salespeople 2010" Survey

The completely rewritten and redesigned new TACK International Corporate Brochure has arrived! It�s new design and contents provide an impressive and easy-to-read overview of what we do, and why this should matter to prospective clients - in a fresh and contemporary style. The document features a range of client logos, as well as client success stories. Electronic files are available for download from the TACK IntraNet in 3 forms: small PDF file, optimal for e-mailing and on-screen viewing; large PDF file, optimal for printing; editable InDesign files for translation and editing work by professional graphic designers. Make sure you take a look!

Cool Tools for the TACK Toolkit

T a k e a l o o k a n d b e a m a z e d !

For over a decade TACK�s Buyers� Views of Salespeople Survey has analysed trends in purchasing behaviour as well as buyers� views and expectations of salespeople. The ongoing study helps sales professionals and their managers focus on the key skills that need reinforcement and development. We proudly presented the findings of the 2010 Survey.

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TACK GLOBAL MARKETPLACEM O R E T H A N E V E R , A T T H I S Y E A R � S C O N F E R E N C E

W E H A V E B E E N B U I L D I N G O N C O N T R I B U T I O N S , I D E A S

A N D I N I T I A T I V E S F R O M A L L O V E R T H E T A C K W O R L D .

Wehave done this, because it has been proven that we have tremendous value spread throughout the network in the form of novel ideas, initiatives, and local developments. These are like pure golden nuggets. The only difference

is that, when shared, these nuggets of experience and wisdom can only gain in weight, multiply in value, and generate even more golden nuggets. If we are to become undisputed leaders, it�s a no-brainer that we should tap into our reservoir of collective intellect and bring our global brainpower into play. To make the process easy, at Conference we have created and brought to life the TACK Global Marketplace. It was an expo-style event that focused on TACK Partners sharing with each other all the wonderful things we�ve created locally. It was a lively exchange of the best and finest local gems - solutions, programmes, marketing materials, exercises, tools, business development approaches, and many other things we are proud to share. IT WAS AMAZING TO SEE THIS COLOURFUL ARRAY OF MATERIALS, TOOLS AND SUCCESS STORIES FROM AROUND THE TMI WORLD! For those who did not have a chance to share the experience we have uploaded all relevant materials to the TACK IntraNet for you to download. We do hope that next year we will have all TACK Countries on display! Thank you to all who shared; this was a true demonstration of the TACK ATTACK spirit in action!

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TACK Core Competence MasterClassesONE OF THE KEY AIMS OF THIS YEAR�S CONFERENCE WAS TO FURTHER DEVELOP THE COMPETENCY OF THE NETWORK TO BE ABLE TO PERFORM AT A CONSISTENTLY HIGH LEVEL IN ALL TACK COUNTRIES ACROSS THE GLOBE. IT IS OF PARAMOUNT IMPORTANCE TO THE TACK BRAND AND THE ENTIRE TACK FAMILY FOR ALL OF US TO BE ON-BRAND AND TO DELIVER OUR BRAND PROMISE!

Seven Core Competence MasterClasses were run in the

form of 1-day intensive workshops.The session themes were

chosen to fully support our sales and consultancy process

from developing business and accounts, sharpening our

consulting competencies and enriching the approaches,

process, and methodologies that we use. This year we had

the fortune and privilege to learn from the very best of us

in the TACK Family, but also from the TMI Family. It was

a unique opportunity to leverage on the unique experience

and expertise of distinguished TACK and TMI professionals.

Many thanks go out to all of them!

Winning ways by Gillian James, TMI UK

This MasterClass looked at the approaches and techniques that make all the difference when it comes to

approaching new client prospects, preparing a proposal and then delivering a winning pitch presentation.

Gillian masterfully conveyed some key messages and insights, including conducting effective research before

you approach, using simple and effective ways such as checking out the investors section on client websites,

or signing up to open staff discussion forums on the net. To be different, you must do your homework first,

arrive prepared, ask insightful questions, and then clearly articulate the benefits and value that you offer.

Substance, however, must go in shape to get through, so the visual design and delivery style is key to get

attention and get your message through. What is different, in a positive sense, gets attention. Break away

from the usual and get creative - in a way that suits your style, your message, and your audience. Be bold

and stand out from the crowd!

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TACK Integrated Solutionsby Peter Merved, TACK Denmark

At this MasterClass the TACK Denmark Team revealed the results of the impressive work they�ve done on what we call the TACK

Best Value Solutions. They dedicated substantial time and effort to distilling the best of what we have, and putting them in an inte-

grated process and consistent framework of tools and methodologies used at the different stages of a client intervention: "Before",

"During", and "After". The whole process is anchored around our core concept of You-We-I, an approach that is as relevant and

powerful today as it has ever been. As a result, what we can provide clients is a comprehensive development process delivering

change, and creating business value.

The different stages include the following:

�Before - How we approach the Sales Process, how we conduct a Pre-Analysis, how we go about Preparing the Solution, and

how we generate excitement through Internal Marketing.

�During - What we do about Preparing the Organisation, and TACK�s various ways

of Delivering the Solution.

�After - What we do about Anchoring the Solution so learning sticks and becomes

daily habits, and how we conduct Post-Analysis and evaluation to capture what has

been achieved.

Learning about all the details of the tools and methodologies we have at our fin-

gertips, participants of this session could walk away with the conviction, that this

approach is just as innovative today as our You-We-I model has been at the time of

founding TACK. A lot of competitors talk about integrated solutions, but we have the

means to actually deliver one. The pieces of the puzzle are in place. The process we

have at hand genuinely delivers to clients the value they expect and deserve from us.

Return on Investment in L&D Solutions by Lindsey Byrne, TACK UK

This session focused on challenges and solutions around measuring the

real impact and benefit of learning and development solutions. We explored

Kirkpatrick�s famous model with 4 levels of training evaluation: Reaction,

Learning, Behaviour and Results. We identified methods of measurement,

benefits and drawbacks, and options to overcome difficulties of measure-

ment at each level. We then practiced linking learning initiatives to strategic

objectives and business issues, and applied financial techniques to different

types of learning initiative (skills, behavioural, leadership, personal develop-

ment initiatives) through a series of exercises. We explored 4 methods of

putting a financial value on projects: Benefit/Cost Ratio, Payback Period,

Return on Investment, and Net Present Value. Finally, we prepared to coach

HR & Training Managers to identify and value the benefits in their proposed

learning initiatives to help them to compile a ROI evaluation. Overall, the

session proved to be thought provoking, great value and fun - participants

got a significant ROI on the time and energy they invested!

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Virtual Instructor-Led Training by Elaine Frostman, TACK UK

This MasterClass introduced participants to the world of vILT, that is virtual Instructor Led

Training. This is a subject a lot talked about these days, yet very few of us have actual first-

hand experience of attending, even less delivering one. So here we had the opportunity to

explore what synchronous (real time) and asynchronous (pre-recorded) virtual training looks

like, how they work and what the pro�s and con�s are. Synchronous learning is delivered

where needed, and in real time, offering the opportunity of live interaction between partici-

pants. It does pose its own challenges though, such as dealing with time zone differences.

Asynchronous learning on the other hand can be delivered anywhere and anytime - offering

just in time learning, but with no live interaction. We explored common technology platforms,

facilitator requirements, engagement techniques, the role of the technical producer, as well

as learning design principles. This fascinating and thought provoking session finished with a

live demonstration of vILT in action.

World-Class Consulting by David Nicoll, TMI UK

This MasterClass aimed to help us all better understand how consulting best fits into the

TACK context. It also provided a great opportunity to practice scoping, designing, planning

and implementing the investigation phase of a TACK project, and sharpen skills by using

key investigation tools. We talked about positioning TACK consulting on the market,

mapped out consulting competencies and explored the 9 roles of consulting, according

to the degree of focus on business results versus people growth. We identified consulting

activities in relation to stages of our "Before-During-After", with a particular focus on the

Before phase. We then modeled consulting activities in competing teams from research

through survey design to solutions training, and closed the session sharing our thoughts

on how to position and sell TACK consulting activities in the market. It was an intense and

very rewarding learning experience, leaving all thirsty for more!

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Key Account Development by Simon Broom, TACK UK

In this MasterClass Simon challenged us to look at the

way we manage our most important clients, so that

building the relationship and building the value for the

business is not left to chance. We first took a long and

hard look at our client portfolio to identify the current

situation, and spot areas with the greatest potential

to take things to the next level. We explored just how

much impact such large accounts have on bottom

line profits, as well as the risks inherent in relying on

a small number of large accounts only. We looked at

how a diversified but balanced portfolio with a strong

pipeline combined with large accounts can make all

the difference in ensuring balanced performance. We

then explored strategies, tactics and options to build

the business with key accounts. One thing became

clear. If we only apply proven sales and key account

development principles we can go a long, long way!

World-Class Delivery by Simon Horan, TMI UK

This MasterClass was all about what it takes to ensure that the work we do truly moves from off-the-shelf to bespoke, from

programmes to solutions, so that the way it is perceived shifts from days to investment. We explored this from 3 perspec-

tives: skill-sets, knowledge and people. The Matrix model summed up in a simple yet profound way what a great trainer

looks like. This model is used to effectively assess and develop trainer competence. "An admired trainer" must be:

�Agent provocateur - who provokes and guides discovery, and never gives up;

�Inspiring and Engaging - focusing on the outcome, helping to surface and explore blockers and enablers of performance;

�Great Trainer - virtuoso in content, breathing life with stories, anecdotes, research, and offering focus, clarity, framework

and guidance for learning;

�Someone with Gravitas - offering fresh insights, talking reality, feeling like one of us, and acting as an exemplary role

model.

We then explored how this can be ensured when working with external contract trainers, learning about the proven 3-phase

process: (1) Identify and bring on board, (2) Develop in a boot camp, (3) Coach and deliver.This truly world-class session

left participants with a truckload of inspiration and ideas, and a great trainer assessment tool to take away and implement

back home. Fantastic session!

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POWER BRIEFINGSDuring the lunch breaks of days 1, 3 and 4 of Conference we ran 18 different Power Briefings. They were a great demonstration of the wealth of knowledge across the TACK World and our commitment and passion to share with each other

Colleagues of ours and also invited experts

acted as leaders of these Power Briefings.

They came from a wide variety of countries:

australia denmark Greece

india mexico russia

spain Uk Usa

The topics of the Power Briefings included:

� Pitching Global Projects: A Successful Case Study and Why it Worked

� Training Evaluation Summary: Philips vs Kirkpatrick

� Making Learning Stick: What�s Directed Practice All About?

� What Gen Y Wants in Work and How Gen X Managers Can Engage Them

� Executing Strategy: Uncovering the Strategic Rhythms of Organisations

� Using Net Promoter Score to Build Your Business

� Service Level Agreements: A Methodology and Software That Works

� Experiential Learning From the Origins of Ropes Courses to 2010

� Inside the Big Apple: What Makes Apple, well... Apple!

� Blogging: What You Need in Place to Make it Happen and What you Can Expect

� BarackSpeak: Lessons Learned from Obama�s Rhetorical Style

� Revolution in the Sin Business: A Case Study on a Tobacco Company

� Living the Airtel Brand: A Case Study on Consultative Approach

� Everything You�ve Ever Wanted to Ask About Working With the Gaming Industry

� Turn Your Passion Into a Green Business

� Tyco Electronics� Sales Model

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KEY LEARNING INSIGHTS AND ACTION PLANNING

Throughout the Conference and at the closing plenary session we devoted

time to work in groups to distill the key learning insights from the Keynote

Speeches, the Sessions and the MasterClasses. Moreover, we focused on

identifying what are the most important implications of these insights for the

TACK brand, the TACK offering, the TACK value proposition, the TACK approach

and the TACK network around the world. Additionally, each TACK country

developed an action plan for their local markets with immediate application.

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Post-Conference ActivitiesWe planned for a number of high value-adding activities after the

Conference to further enrich the learning experience!

PRO-PAYBACK� - The Selling Game

Eric Pillinger, TACK UK, led a 1/2-day TTT on PRO-PAYBACK� The Selling Game. This board game

allows participants to practice and test out their knowledge through 40 different true/false and 40

open-ended questions, as well as 10 more complex sales scenarios. The tool can be used before for a

creative assessment, during a learning event, or after as an assessment or refresher of learning. Mass

production has not started yet, but will follow soon!

Idea Navigator� Problem Solving Tool

Bogdan Balogh, TACK International Management Team, ran a ½-day TTT on Idea

Navigator. Idea Navigator is a creative group problem solving tool in the form of a board

game. It is designed to combine analytical thinking with creative thinking when solving

problems, or tackling new opportunities. It provides a systematic 4-stage problem

solving process - define, explore, innovate, incubate - at each stage using selections

from a card deck prompting questions and exercises. In addition, there is also a deck

of thought provoking inspirational quotes, and another with random stimulus cards to

pick from. Idea Navigator has been designed by New Zealand-based Damian D�Cruz and

his company, MindSpring. We have the rights to use this tool within the TACK Network.

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True Leaders - Leadership Development

Offering by Simon Tedstone, Expert from Australia

At this session we introduced participants into our all-new comprehensive Leadership Development

offering that we plan to launch globally. Leadership Development is no doubt one of those areas that

is in high demand, and for which demand can be expected to become even stronger in the foresee-

able future. This new know-how adds a powerful new leadership development process to our offering

globally. It will be introduced to the market under the True Leaders brand name, and will be marketed

distinctly under this brand name. It does not form part of the core TACK offering, but instead interested

TACK Partners can represent this brand offering in their portfolio of tools and services.

The True Leaders Model serves as a tool to build awareness of relevant leadership competencies, and

to develop them. The model builds on the work of Professor Harry Schroder, a renowned academic, and

is based on extensive research. The model consists of 11 high performance behaviours, falling under

Cognitive (Strategic Ability), Motivating (Collaboration and Development Ability), Directional (Inspiration

Ability), and Achieving (Action & Achievement Ability) competency clusters.

Stemming from this is the 6D virtual spiral development process with the stages of Determine, Diagnose,

Define, Design, Develop, and Document. For each step participants learnt about specific tools and

methodologies, including behavioural type assessment tests, self-assessment leadership competence

assessment tools, 360˚ leadership competence assessment tools, business simulations, behavioural

event interviews, 360˚ behavioural event interviews, and work shadowing.

Exciting new offering, exciting new business opportunities!

Tyco Electronics TTTby Bob Branson, TACK US and Simon Broom, TACK UK

Tyco Electronics is a USD 11billion company present in 90 countries. Recently we signed

a very significant service agreement with them, which can grow into a major global

contract for TACK. This TTT focused on the subject we deliver first, which is Territory

Management. The first countries for roll-out are China, India, Germany, and a number

of countries in South-East Asia. This session provided an opportunity for all relevant

trainers to get up to speed on Tyco Electronics and learn about the tailored course

contents. To be successful in delivery, it is essential that we first really understand their

sales model, which is not a "direct sales" model, but much rather a "demand creation"

model. So far, we have delivered two fantastic pilot sessions in the US and one in

Mexico. We noticed that there are a lot of different business units, with very different

groups of people, we need to learn to communicate with.

Tyco Electronics expect us to work seamlessly and absolutely consistently across the

Globe, as well as speak with one voice across the Globe. They want one global provider

that can help them address any issues whatsoever, anywhere in the world. We want to

become Tyco Electronics� global training provider - and we are well on our way!

Relevant project and training information on Tyco Electronics, including TTT videos,

is available to Partners and consultants involved in the delivery of this project. Course

materials are stored in a dedicated section onto the TACK IntraNet.

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