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The Drake Beil & Associates Case Studies

Sales and Marketing

Marriott International

Service Excellence and Yield

Marriott

You can make your people contribute to the bottom line when their pay can be linked to performance. Drake created and designed Front Desk Training Programs that increased yield, improved service, and developed incentives for deserving employees. The implementation resulted in transforming the check-in process into a profit center while empowering employees and increasing retention.

Working with many properties every month, he trains, monitors, and continuously improves the program and process components. As another part of the hotel and resort service, he provide financial analyses, sales results, and evaluations to senior management.

This program has been featured in both Pacific Business News and Hospitality Magazine.

Dollar Rent A Car

Franchise Growth

Dollar

This project started when Dollar-Hawaii had about 800 cars and three locations.

Drake provided organizational development and training, particularly in sales and service, that resulted in Dollar-Hawaii leading the nation in franchise growth for three of the five years of the project.

Further, it resulted in training with Dollar-Corporate, and with other Dollar franchise clients in Las Vegas, Seattle, and Orange County.

Bay Alarm

Strategic Planning and Sales Management

Bay Alarm

Working with a privately held company, decisions can be made rapidly.

The CEO, COO, and Solutions developed ongoing Strategic and Operational Planning modules that resulted in sales growth and continuous improvement.

Drake consulted to the expansion of the company in a statewide Sales & Marketing Model and conducted annual planning retreats for senior management, quarterly sales training updates, and periodic management consulting site visits.

Daiei

Service Excellence Campaign and Marketing Design

Daiei

After consulting with the Japanese management team, with customers, and with current staff members, custom-designed and implemented the "We Care About You" retail service campaign.

The training reached every manager in the organization, every front-line person with direct customer contact, and was the focus of marketing efforts for two years.

Employee awards, incentive programs, service excellence campaigns, and productivity management were all part of the consulting services provided.

Pacific Machinery

Customers First Academy

Pacific Machinery

After consulting with the Japanese management team, with customers, and with current staff members, custom-designed and implemented the "We Care About You" retail service campaign.

The training reached every manager in the organization, every front-line person with direct customer contact, and was the focus of marketing efforts for two years.

Employee awards, incentive programs, service excellence campaigns, and productivity management were all part of the consulting services provided.

Strategic Planning

AT&T - Hawai'i

Creating The Workplace of the Future (WPOF)

AT&T

You create energy with empowerment, and as the Empowerment consultant to AT&T-Hawaii and to the Communications Workers Of America simultaneously (one of two in the nation), Drake facilitated the WPOF in Hawaii.

The results after two years significantly increased productivity, improved morale, and created a model in which management and labor are partners in progress.

The process involved three major goals: world class service, increased market share, and employees that are a competitive advantage.

The program was part of the AT&T organization that won the Baldrige Award, the Deming Award, and the Kumu Oihana Award.

Hawai'i Visitors Bureau

Strategic Planning and Reengineering

HVCB

Tourism is Hawai'i's most important industry, and Drake is the strategic planning consultant who worked over a three-year period to update the mission, vision, and operational systems of the Bureau.

This project included restructuring and reengineering initiatives that resulted in rightsizing efforts that saved over $500,000 the first year.

The redesigned Bureau departments increased productivity and effectiveness, and helped in the effort to reverse the downward trend of travelers to Hawai'i.

State of Hawai'i, Department of Business, Economic Development & Tourism (DBEDT)

Tourism Congress Facilitation

State

You know the challenges that are present when trying to integrate government initiatives and private sector programs.

Drake has worked as the facilitator, bridging public and private sector concerns, on the three Statewide Tourism Congresses held in the '90s.

As part of his role, he worked in the background with the DBED&T staff to research and develop issue papers.

In a more visible role, he coordinated state efforts with Federal issues, acted as emcee and host for some of the Congress events, and completed the Congress Proceedings Report.

Organizational Development

ADT Automotive

Process Reengineering

ADT

Total Quality and Continuous Improvement were the focus as we designed a vehicle inspection process that would be installed in eighteen auto auctions nationally.

ADT processes several hundred thousand cars annually, and consistent, accurate, efficient inspections are vital in ensuring safety, and in managing risk, for buyers and sellers.

The project included assessment, implementation, standardized training, and evaluation components which helped develop a system-wide improvement process.

U.S. Navy

Organizational Effectiveness (OE) Evaluation

Navy

You know how important it is to evaluate a program designed to increase organizational effectiveness. The U.S. Navy had six OE centers across the globe, and wanted a set of measures that would provide benchmarks for Navy OE interventions. Drake worked closely with the Pearl Harbor OE Team to develop criteria that established success. These criteria were custom-designed to include specific areas such as Combat Readiness, Leadership Effectiveness, and Resource Utilization. In the latter category, both human resources and material resources were included.

The design was adopted by the U.S. OE Command centered at the Norfolk, Virginia headquarters.

The project included assessment, implementation, standardized training, and evaluation components which helped develop a system-wide improvement process.