--- title: Success story– Re-Designed People Process | The People Plan description: Success story– Re-Designed People Process by thepeopleplan | Apr 11, 2012 | Uncategorized | 0 comments “It’s poorly designed and executed processes that su --- [Skip to content](https://www.atlasalign.com/blog/success-story-re-designed-people-process#main-content) ![Atlas Alignment Growth Partners logo](https://www.atlasalign.com/hs-fs/hubfs/AA%20logo%203%20inch.jpg?width=300&height=60&name=AA%20logo%203%20inch.jpg) - [Home](https://www.atlasalign.com/) - [Services](https://www.atlasalign.com/services) - [About](https://www.atlasalign.com/about) - [Blog](https://www.atlasalign.com/blog) - [Resources](https://www.atlasalign.com/resources) - [Events](https://www.atlasalign.com/events) - [Contact](https://www.atlasalign.com/contact) Open main navigation Close main navigation - [Home](https://www.atlasalign.com/) - [Services](https://www.atlasalign.com/services) - [About](https://www.atlasalign.com/about) - [Blog](https://www.atlasalign.com/blog) - [Resources](https://www.atlasalign.com/resources) - [Events](https://www.atlasalign.com/events) - [Contact](https://www.atlasalign.com/contact) - [Book a Chat](https://www.atlasalign.com/discovery) [Book a Chat](https://www.atlasalign.com/discovery) Apr 11, 2012, 12:00:00 AM # Success story– Re-Designed People Process [thepeopleplan](https://www.atlasalign.com/blog/author/thepeopleplan) Share: [facebook-f icon](http://www.facebook.com/share.php?u=https://www.atlasalign.com/blog/success-story-re-designed-people-process) [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://www.atlasalign.com/blog/success-story-re-designed-people-process) [Twitter icon](https://twitter.com/intent/tweet?url=https://www.atlasalign.com/blog/success-story-re-designed-people-process) [pinterest-p icon](http://pinterest.com/pin/create/link/?url=https://www.atlasalign.com/blog/success-story-re-designed-people-process) [envelope icon](mailto:?body=https://www.atlasalign.com/blog/success-story-re-designed-people-process) ![](https://www.atlasalign.com/hs-fs/hubfs/Imported_Blog_Media/ID-100178768.jpg?width=1080&height=675&name=ID-100178768.jpg) “It’s poorly designed and executed processes that suck up large amounts of money, time, and energy – and ultimately lead to a frustrating employee and customer experience.”- *Verne Harnish* (MIT professor and founder of [Gazelles](http://www.gazelles.com/index.html) and Entrepreneurs’ Organization). **The challenge**: A small global distribution company experienced growth pains in their operations department—an increase in sales caused customer service representative to be overloaded, resulting in slow rate quotes and declining percent of shipments booked. Many companies could easily solve the problem by hiring a few more customer reps. But the unique processes of this organization made it difficult for new employees to succeed in a fast paced and complex position. In fact, they often remark that an employee with “only two years here is relatively inexperienced.” **The Solution– How we re-designed the People process:** - *Analyze duties*: Conduct job analysis by interviewing employees and supervisors - *Process map*: Review overall department workflow and document with process map - *3 jobs into 1*: Re-organize three distinct “job descriptions” into cross functional teams with 3-4 members doing the same “job” with complimentary skill sets - *Team Leaders*: Identify and train new team leader position – to assign work, cross train, coordinate workflow across 3 teams that service different regions - *Next steps*: train team leaders to create formal development plan for each member of team to further improve skills levels and customer support levels **The Result:** After one month of implementing this People Plan™ solution—the percent of rate quotes booked rose 40%! *What results could your team reap from a similar People process improvement?* Read Verne Harnish’s full article:[Process Vs Function](http://www.gazelles.com/processes_vs_functions.html) [coaching](https://www.atlasalign.com/blog/tag/coaching), [strategy](https://www.atlasalign.com/blog/tag/strategy), [Uncategorized](https://www.atlasalign.com/blog/tag/uncategorized), [training and development](https://www.atlasalign.com/blog/tag/training-and-development), [ScalingUp](https://www.atlasalign.com/blog/tag/scalingup), [performance](https://www.atlasalign.com/blog/tag/performance), [Video](https://www.atlasalign.com/blog/tag/video), [action plans](https://www.atlasalign.com/blog/tag/action-plans), [job fit](https://www.atlasalign.com/blog/tag/job-fit), [job role](https://www.atlasalign.com/blog/tag/job-role), [planning](https://www.atlasalign.com/blog/tag/planning), [sales process](https://www.atlasalign.com/blog/tag/sales-process), [accountability](https://www.atlasalign.com/blog/tag/accountability), [Delegation](https://www.atlasalign.com/blog/tag/delegation), [recruiting](https://www.atlasalign.com/blog/tag/recruiting), [Cash](https://www.atlasalign.com/blog/tag/cash), [culture](https://www.atlasalign.com/blog/tag/culture), [rewards](https://www.atlasalign.com/blog/tag/rewards), [Execution](https://www.atlasalign.com/blog/tag/execution), [dashboards](https://www.atlasalign.com/blog/tag/dashboards) ## Related posts ## [21 Questions to Rate Your Hiring Process](https://www.atlasalign.com/blog/21-questions-to-rate-your-hiring-process) [Diana Southall](https://www.atlasalign.com/blog/author/diana-southall) [Read more](https://www.atlasalign.com/blog/21-questions-to-rate-your-hiring-process) ## [Does Your Strategy Focus on Finding & Keeping Ideal Customers?](https://www.atlasalign.com/blog/strategy-your-strategy-find-keep-ideal-customers) [Diana Southall](https://www.atlasalign.com/blog/author/diana-southall) [Read more](https://www.atlasalign.com/blog/strategy-your-strategy-find-keep-ideal-customers) ## [Quick recognition template](https://www.atlasalign.com/blog/quick-recognition-template) [Diana Southall](https://www.atlasalign.com/blog/author/diana-southall) [Read more](https://www.atlasalign.com/blog/quick-recognition-template) --- [![AA logo 600x200](https://www.atlasalign.com/hs-fs/hubfs/AA%20logo%20600x200.jpg?width=900&height=300&name=AA%20logo%20600x200.jpg "AA logo 600x200")](http://www.AtlasAlign.com) Mailing address: PO Box 1016 Buffalo NY  Serving WNY, Southern Tier and the Great Lakes \[in-person\] and Globally \[virtual\]  [linkedin-in icon](https://www.linkedin.com/company/atlasalignment/) [facebook-f icon](https://www.facebook.com/pages/People-Plan/192367500792264) [Follow us on Facebook](https://www.youtube.com/channel/UCf6sKTSNEnhuAPfTUa5tqZw) - [Home](https://www.atlasalign.com) - [Services](https://www.atlasalign.com/services) - [About](https://www.atlasalign.com/about) - [Blog](https://www.atlasalign.com/blog) - [Resources](https://www.atlasalign.com/resources) - [Events](https://www.atlasalign.com/events) - [Contact](https://www.atlasalign.com/contact) [                               Terms](https://www.atlasalign.com/terms)                                               [Privacy](https://www.atlasalign.com/privacy) Copyright © 2026, Atlas Alignment Partners Inc                  ![](https://px.ads.linkedin.com/collect/?pid=45108&fmt=gif)