Channel Improvement

For a leading gas and oil company

Petrol Ofisi was undergoing a change process and wanted a customer oriented approach that was the only way they would become the challenging competitor in the energy sector.
Goal was to create a mind shift from “sales volume focus” to “customer and service level focus”
The project was aimed at creating this mind shift among station owners.

PO wanted to initiate such a change with its “star stations”, those they have had long term agreements with, and who takes their business seriously and invest in order to develop it.
So among the 3885 stations, 680 were chosen in 17 different locations in Turkey and the event was designed as a 1-day road show for all the locations.
The first two hours is designated to an exchange of ideas about the change process between the Petrol Ofisi Management team and the station managers, and the rest of the day is dedicated to training in change management.

Station owners had the opportunity to understand the rules of becoming more customer and service oriented, rather than only sales volume oriented.
There was a serious need for change due to large growth in the market and tough competition. Station owners gained hints and support on adapting themselves to this proposed change.