Oh good lord even the processes have a process. HILTI is NOT a lean organization. There are too many steps to everything and it just slows internal teams down and adds cost. Great example - HILTI uses Salesforce as a CRM, but doesn’t have it set up to actually manager customers effectively. Instead, it’s used almost exclusively for performance management. The actually important parts of SF (entering leads, tracking trends, etc.) are buried under so many clicks and boxes that it becomes inefficient and incoherent. As such, most of the data input by field employees is inaccurate due to fear of retaliation.
Sales strategy is messy at best. Too many “teams” and “specialists” and “consultants” that have to collaborate together to make any large project or big win come to fruition. As such, they often miss out on opportunities to get their products specified or get in with the engineers/contractors early enough to actually succeed, making every sale an uphill battle.
CX Service/Warranty/Delivery operations are a disaster. Too much red tape and “processes” that limit how quickly and effectively they can answer customers needs or rectify mistakes.
Van inventory….. Y’all… You say you have the Van Inventory processes to make sure AMs have the right tools and field costs are kept low, but have you ACTUALLY measured the cost of how you manage inventory for your field teams vs how literally every other tool manufacturer handles it? Stop. Just stop. It’s ridiculous. Put your muda glasses on and start measuring the cost of the HOURS your team spends worldwide trying to comply with van inventory so they can avoid writing off a drill.
All of these process fumbles makes it difficult to use employees for their strengths. As mentioned above, TA does a fantastic job sourcing top talent, but once they are in the organization they get lost in processes and HILTI ends up missing out on high performing employees they have assigned to the wrong roll or location. Get lean, get smart.
And lastly, this is ultimately the reason I’m leaving. HILTI does not offer a “competitive salary.” If they did, I they’d post it in the job description and the bonus/comp/myContribution plans wouldn’t be so complicated and convoluted you have to offer a class on how to understand it. My source?: my bank account and the job offer I just got for literally 50% more than what I’ve got at HILTI after a promotion and 2 raises… Guys, stop lying. Your comp plan is not competitive. That’s fine, but stop telling people it is and just own up to your small payroll budget.
