HRM/531 Human Capital Management
University of Phoenix Material
SCENARIO: InterClean, Inc.
In the $8 billion dollar institutional and industrial cleaning and sanitation industry, success is no
longer about which products best cut through the grime or kill the most germs. As the industry
evolves, clients are more and more interested in not just products, but solutions and services that
will streamline their cleaning efforts in the wake of more stringent requirements for environmental
Health care clients, for example, are continually faced with new regulations governing the
maintenance of their sterile environment. Cleaning companies can offer greater value to these
clients by providing turn-key solutions that include product training for employees, regular
monitoring and info-sharing of new relevant regulations and, in some cases, full cleaning service
contracts. Retail customers have shown interest in similar operational solutions.
For InterClean, Inc., a major player on the sanitation scene, future profitability hinges on fulfilling
this emerging need. Currently, the sales force excels at demonstrating and selling product, but
under the newly proposed solutions/service model, reps will be grouped into multi-functional
teams prepared to support InterClean‘s high-quality products with high-quality service. They’ll be
instructed in development of full-range service packages tailored to individual accounts. They’ll
be trained to engage directly with facilities managers, health care professionals, and operational
executives in their customers' organizations. And this will all happen in 90 to 180 days, when a
marketing blitz announces the launch of InterClean’s new service focus.
David Spencer, President and CEO:
At age 47, David inherited InterClean from his father, who
was responsible for the company’s early corporate accomplishments. A successful businessman
himself, David is driven to make InterClean an industry leader. He is ambitious, competitive and
willing to take risks in order to grow the business and expand into new markets.
Janet Durham, Vice President of Human Resources:
Janet began as a sales representative
with InterClean 15 years ago, when she was 40 years old. Though she’s worked her way up to
her current position, she still has strong ties to many sales force members. She is pragmatic and
very interested in using technology to automate the HR function.
Tom Jennings, Vice President of Marketing:
David Spencer recruited Jennings to lead this
new department just a year ago, when Jennings was 62.
Tom’s expertise lies in strategic
systems planning and he’d like to move InterClean rapidly into strategic dominance in its industry.
Tom views the current corporate restructuring as a obstacle to his goal, but a necessary evil that