Large Account Management Process® Pre-Course Assignment

INSTRUCTIONS Gather Information . Gather information about your Account and from your Account using both your own existing relationships and those of your team. . Interview individuals within your Account and gather information from them relating to their current business environment, their view of their future and their view of our industry and Hospira. . Interview individuals within your company who currently interact with the account and gather information from them relating to their view of your Account, their view of our future with your Account and their view of their relationship with your Account (in addition to Sales and Marketing, personnel, make sure to include personnel from Accounting, Contracts/Legal, Manufacturing, Shipping, Customer Service and others who periodically interact with your Account.) . Obtain your Account’s current annual report or latest revenue statistics. . Gather articles on your Account and your Account’s industry. . Obtain information on your company’s previous business with this Account. . Obtain or develop an organization chart for your Account. . Obtain or develop a diagram of the Account’s organizational structure. Highlight areas of the organization where you have existing business. . You may not know the answers to some of the questions in this Pre-Course Assignment. Do not guess at the answers—obtain the answers from your contacts within the Account during the personal interviews. Please do not attempt to do any selling when you are interviewing individuals from your Account for this Pre-Course Assignment. Remember to plan all calls with a focus on really trying to understand your customer’s needs and issues. Complete the Pre-Course Assignment Section 1: Account Summary - Complete the summary. Be as specific and complete as possible. Section 2: Account's View of Its Situation - Answer these questions from your Account’s point of view, as if you work for the Account. If you are unsure of the answer, get in touch with your contacts at the Account and obtain the answer directly from them. Section 3: Account's View of Your Industry - Complete this section from the Account’s point of view. Again, if you are unsure of the answers, contact individuals within the Account and obtain the answers directly from them.

Review with your Manager and Core Team Members Before attending the LAMP session, review the completed Pre-Course Assignment with your manager.

Account Name: Team Leader Name: Approved By: Division/Location: Date: Questions If there is something you do not understand on the Pre-Course Assignment, contact: Pam Switzer at 519.777.6220 or [email protected]

© Miller Heiman, Inc. All Rights Reserved. 0805 1 Hospira MAE’s and National Accounts 1) Account Summary

Hospira’s Position in the Account (Names, titles and locations of key people who impact decisions to buy from you.) Indicate those with whom you have a working relationship. (Use a separate sheet if necessary.) Name Title Location Rel. Key

Is there a recurrent pattern as to who influences buying decisions; who is most likely to veto a decision; who is key to most sales? If so, indicate the individual with a mark in the “Key” box above.

On the organization chart you have for this Account, indicate where each of these individuals appear. List any areas within this Account where you do not have contacts that will have an impact on your sales success.

© Miller Heiman, Inc. All Rights Reserved. 0805 2 Hospira MAE’s and National Accounts List the Account “touch points” in your organization? (Who else in your organization interacts with individuals in your Account?)

What other business units, divisions, etc. are you pursuing or would you like to pursue?

Summarize your current position in Account—Account history.

Sales History What products or services has the Account purchased from you in the past three years? Product Year 3 $ Year 3 Year 2 $ Year 2 Last Last s/ % to % to Year $ Year Services Total Total % to Total

Total 100% 100% 100%

1) Account Summary

List the sales lost to competition and/or missed opportunities along with the most probable reason you lost these sales. Sale/Opportunity Reason for Loss

1. 2. 3. 4.

Sales In Progress or Contracts Due to Expire What are you currently trying to sell to this Account? Products/Services Amount Close Date

Problems and/or concerns related to closing the above sales:

© Miller Heiman, Inc. All Rights Reserved. 0805 3 Hospira MAE’s and National Accounts Purchase Patterns Describe the purchase patterns of this Account for your type of product(s) and/or service(s):

Relationship Status Describe your current relationship with this Account:

Describe how this relationship has changed over the past two years:

© Miller Heiman, Inc. All Rights Reserved. 0805 4 Hospira MAE’s and National Accounts 2) Account’s View of its Situation

Changes within your Account What are the three most significant changes in your Account’s:

Their Marketplace:

1. 2. 3.

Their Customer Base:

1. 2. 3.

Their Product/Service Line(s):

1. 2. 3.

Their Competitive Position:

1. 2. 3.

Their Market Strategy and Tactics:

1. 2. 3.

Their Organization:

1. 2. 3. Their Trends What are the three most significant trends that are occurring within your Account’s industry that they believe provide an opportunity for growing their business?

1. 2. 3. © Miller Heiman, Inc. All Rights Reserved. 0805 5 Hospira MAE’s and National Accounts © Miller Heiman, Inc. All Rights Reserved. 0805 6 Hospira MAE’s and National Accounts 2) Account’s View of its Situation

Their Opportunities What does your Account see as their three greatest opportunities for their business growth provided by these trends?

1. 2. 3.

Their Revenue and Profits What are the Account’s sales and profits for the last three years? What trends do they see? Year Sales Profits

What are their observations about their sales and profits?

Their Growth Expectations Describe this Account’s future growth objectives – both short and long-term:

Their Key Performance Indicators List the Key Performance Indicators this Account uses to assess the success and strength of its business.

How frequently are these indicators updated?

Their New Products and/or Services List the new products and/or services this Account will launch within the next 12 months.

Describe this Account’s launch strategies and capabilities.

List any concerns with or problems that may be encountered in the launch of these new products/services: (List from both your perspective and from the Account’s perspective.)

Their Operational Issues Describe the key operational issues and/or concerns that may impact future growth as viewed by this Account’s management team.

Describe the current process in place to resolve these operational issues. Include the individual with the authority and responsibility to resolve these issues.

© Miller Heiman, Inc. All Rights Reserved. 0805 7 Hospira MAE’s and National Accounts 2) Account’s View of Its Situation

Their Business Issues Describe the Account’s primary business issues as perceived by their management team.

Describe the plans currently in place to address these primary business issues. Include the individual with the authority and responsibility for issue resolution.

Your Account's Competitors Competition is defined as every alternative available to your Account’s customers. Who do they feel is their competition? What is their market share? What new pressures are they feeling from their competition?

Competition Market Share New Pressures

Their Problems What does your Account see as the political and/or regulatory problems?

Their Other Facts and Trends List other facts or trends that impact this Account.

© Miller Heiman, Inc. All Rights Reserved. 0805 8 Hospira MAE’s and National Accounts 3) Account’s View of Your Organization

Their General Attitude About Us Describe the Account's general view of your industry (a necessary evil, part of doing business, essential to their success).

Describe the Account’s perception of your organization; it’s products and/or services, and your contribution to their growth and success.

Their Purchasing Practice What is the Account's purchasing practice in your market? For example, do they always take low bids or do they spread their business among several suppliers?

Our Market Share in This Account What is your market share within this Account vs. your competitors' market share?

Our Competition List who your Account considers to be your competition, and how they would compare your products and/or services to those of your competition.

Our Service and Support What is their expectation for service and support from your industry?

© Miller Heiman, Inc. All Rights Reserved. 0805 9 Hospira MAE’s and National Accounts