Interclean Inc case




Overview: In the $8 billion institutional and industrial cleaning and sanitation industry, success is no longer about which product best cuts through the grime or kills the most germs. As the industry evolves, clients are more interested in products, solutions, and services that streamline their cleaning efforts in the wake of recent stringent requirements for environmental safety. Health care clients, for example, are continually faced with new regulations governing the maintenance of sterile environments. Cleaning companies offer greater value to these clients by providing turnkey solutions that include product training for employees, monitoring, and information sharing of relevant regulations and, in some cases, full- service contracts. Retail customers have shown interest in similar operational solutions. For InterClean, Inc., a major player in the industry, future profitability hinges on fulfilling this emerging need. Currently, InterClean’s sales team excels at demonstrating and selling products, but under the newly proposed model, representatives will be grouped into multifunctional teams so they support InterClean‘s high-quality products with high-quality service. The representatives will be instructed in the development of full-range service packages tailored to individual accounts. They will be trained to engage directly with facilities managers, health care professionals, and operational executives in their clients’ organizations. This training will happen in 90 to 180 days, when a marketing blitz announces the launch of InterClean’s new service focus. David Spencer, President and Chief Executive Officer (CEO): At age 47, David inherited InterClean from his father, who was responsible for the company’s early accomplishments. A successful businessman, David is driven to make InterClean an industry leader. He is ambitious, competitive, and willing to take risks to grow the business and expand into new markets.
 Janet Durham, Vice President (VP) of Human Resources (HR): Janet began as an InterClean sales representative 15 years ago, when she was 40. Although she worked up to her current position, she still has strong ties to many sales team members. Janet is pragmatic and interested in using technology to automate HR.

 Tom Jennings, VP of Marketing: David Spencer recruited Tom to lead this new department a year ago, when he was 62. Because his expertise lies in strategic systems planning, Tom wants to move InterClean rapidly into strategic dominance in the industry. Tom views the current corporate restructuring as an obstacle and an unavoidable issue that requires his short-term attention. His desire is to move quickly so he may continue his plans of global expansion. Sam Waters, Chief of Compliance: Sam has been with InterClean for two years and holds a law degree. A highly analytic person who likes to assume new roles and challenges, Sam has previous experience with company mergers.

 Carol Stanley, Internal Consultant: David Spencer has asked Carol to conduct a skills inventory to prepare for InterClean’s launch of solutions-based selling. Tom Jennings recommended Carol for the assignment, with Carol reporting to Janet Durham.

 Sally Lindley, CEO of EnviroTech, Inc.: Sally is interested in developing some joint ventures with other firms in the cleaning industry to optimally leverage her future power. Politically active, she is well connected to key state and federal official in Florida.

 Eric Borden, Ving Hsu, and Terry Garcia, Senior Sales Specialists at EnviroTech, Inc.: Veteran employees with a combined 30 years at EnviroTech, Borden, Hsu, and Garcia anticipate playing key roles after the company is acquired by InterClean. In fact, they expect to be named the new sales and marketing leadership team.

















Memo from CEO



Memo from VP of HR



E-Mail from VP of Marketing

















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E-Mail from Consultant


E-Mail from VP of HR



Memo from Chief of Compliance



Memo from CEO



Memo from Chief of Compliance



E-Mail from Terry Garcia

E-Mail from Carol Stanley