trojan technologies inc

TROJAN TECHNOLOGIES INC.: ORGANISATIONAL STRUCTURING FOR GROWTH AND CUSTOMER SERVICE

By:

Jyoti Singh

&

Reetu PawarWednesday, April 12, 2023 IBMR Wilson garden Bangalore. 1

http://www.ibmr.in/index.html

Wednesday, April 12, 2023 IBMR Wilson garden Bangalore. 2

CONTENTS

1. Company Overview and its growth.

2. About Products and its customers.

3. Challenges and Issues.

4. Assignment Questions.

5. Learning Outcome.

6. Conclusion.


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1. Company Overview and its growth

1977: Trojan was established, there were 3 staff and their goal is to develop a feasible UV wastewater disinfection technology.

1981: The first UV disinfection system (System UV2000TM) was installed in Tillsonburg, Ontario.

1983-84: Company generated small revenues through the sale of small residential and industrial clean water UV system.

1991: The Second UV disinfection system (System UV3000TM) was installed and sales around $10 Million.

1992: Company grows and a staff of 50 were placed.1993: Trojan established a branch office in The Hague, Netherlands and

issue of IPO (Initial Public offering) on the Toronto Stock Exchange


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Cont.…. 1994: Launch of UV disinfection system (System UV4000TM) and

construction of new head office with sales exceeding $20 Million. 1995: Branch office was opened in California. 1997: Sales revenue increased more than $50 Million and staff size

became 190.1998-2003: in 1998 sales reach $70 Million and continue to grow by

30 % per year, and by 2003 it reached to $300 Million. In year 2003, Company expands and had more than 1,000 employees.

Jyoti



2. About Products and its customers

Trojan Technologies group of businesses, Provides innovative UV technology for Municipal, Industrial, Residential and Research and development.

Systems were design for:-

a) Wastewater• TrojanUV3000PTP• TrojanUV3000B• TrojanUV3000Plus• TrojanUV4000Plus• TrojanUVFit• TrojanUVSigna

Reetu



Cont...

b) Drinking Water

• TrojanUVSwiftSC

• TrojanUVSwift

• TrojanUVTorrent

c) Environmental Contaminant Treatment

• TrojanUVSwiftECT

• TrojanUVPhox

• TrojanUVTorrentECT

d) Trojan Technologies group of businesses, VIQUA provides innovative UV technology for residential and commercial markets.

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• UVMAX

• SterilightCustomer interaction process

• Quote/bid process

• Configuration of project structure

• Project shipment and system installation

• Technical support and warranty claims

• Parts order processing

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93 % sales of wastewater products.

7% sales were clean water products.

System UV 400093%

System UV 8000 and Aqua Uv

7%

Sales

System UV 4000 System UV 8000 and Aqua Uv

Reetu


3. Challenges & Issues As the organization grew, it is difficult to know about all customers

and the current projects. Lack of interaction within the organization. Lack of communication between departments. No coordination among departments. No CRM (Customer Relationship Management) No defined job description and dual roles. No Formal training or apprenticeship program for new employees. Limited promotion and role development opportunities.

jyoti



4. Assignment Questions

1. Customer Service and support importance: Handling companies issues. It helps to differentiate a company from its competitors. It helps to get repeat business from customers.

In Trojan Technologies, earlier there were few employees and work was limited so it was easy to concentrate on each and every project. As the organization grew, customer service plays a vital role right

from bidding of project till replacing system’s parts. Service department deals with phone calls, site visits and warranty

claims.

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Head Office

Regional Office

Regional Office

Regional Office

2.

Regional Office:

a) Product Engineering

b) Knowledge base

c) Installations

d) Customer Service and call centres

e) Marketing and Sales

Head office:

f) Top management

g) Central knowledge base

h) HR and training

i) Central call centerjyoti



3. Early when company had less employees work is done in proactive manner, but as the organization grows company follow the same organization structure as it was before. Effective Communication between departments was less. Work load on any particular department. One Department performing multiple roles. No formal training for new employees.

Reetu



5. Learning Outcome Re-structuring for organization is required. Facilitate co-ordination between departments. Formal induction system and training should be introduce. Create specific roles and job-descriptions for each employee.

No juggling between roles Veterans are given preference.

Employees will be motivated to work if their growth plans and opportunities available are clearly communicated.

Jyoti


Wednesday, April 12, 2023 IBMR Wilson garden Bangalore. 14

Thank You


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