Major Account Case Study Review

1. Major Account Case Study Review Peter Goerdt Barry Brennand Thomas Stephens

2. What Happens Between Needs and Decisions In small sales, recognizing the need can lead directly to a decision Recognition of Needs Decision But in large sales the customer may go through other steps before the final decision

3. The Buying Cycle

4. Microsoft Opportunity • 3,000,000 sq. Feet • 15,000 offices • 5 year Growth

5. Changes Over Time Microsoft History with KI Microsoft Evolution with Microsoft Gensler Workplace Evaluation HOK Workplace Evaluation

6. Recognition of Needs Pilot programs SKB JLL Callison/JPC/Collins Woerman/IA/ZGF Herman Miller DTank Steelcase Watson All Steel Haworth Knoll

7. Evaluation of Options • Mock-ups • Skunkworks • Skunkworks II • RFP Mock-up • Lincoln Square • KI Presentation • Standards Program • Studio Works

8. Resolutions of Concerns • 1st Wall RFP process • Product and service • Drywall vs. Moveable wall • Furniture RFP : • Specification • Reverse auction • Service proposal • short listing • service proposal part 2 • 2nd - Wall RFP

9. Implementation To Be Determined

10. Major Account Case Study Review Calgary Health Region (CHR)

11. CHR Opportunity • $7 Million in systems, seating, storage, lounge furnishings • 5 year sole-source buying agreement • Entrée into other CHR facilities and CHR-managed hospitals and ambulatory care clinics

12. Changes Over Time • Restructuring of CHR + Facilities role • Christopher Bain Architects Workplace Evaluation • Standards and Budgets Evaluation • Competition

14. Recognition of Needs…the Sales Team • Ross Glen, President, RGO Office Products Ltd. • Wayne Maruyama, VP Sales, RGO • Dave Orr, Mgr Facilities Services, RGO • Ted Short, Major Accts Rep, RGO • Cam Stewart, Major Accts Rep, Steelcase • Barry Brennand, Area Sales Director, Steelcase • Robyn Baxter, Sr. Workplace Consultant, Steelcase

15. The Tools • Learning Seminar(s) • Workplace Consulting • Sr. Mgmt to Sr. Mgmt contact to gain Executive-level buy-in • Appropriate interaction with multiple influencers at CHR especially Project Committee • Showroom and Mfr HQ visits • Engagement of Employees • Case Studies • References + tours of other facilities • Mockups • Partnering mindset with A&D firm • Commitment and Persistence

16. Evaluation of Options • Cost Justification • Mockup(s) • Presentation(s) • Standards Proposal(s) • Facilities Management Proposal(s)

17. Resolution of Concerns • Rework Cost Justifications • Rework Standards Proposals • Provision of competitive analyses

18. Project Won

20. The Win for KI • Acadia Clinic (1st of 43) • All Terrain Storage Standard • KI Genius Wall Standard for clinical areas • Learning • Ongoing relationships with CHR + RGO partners resulted in KI winning the Alberta Children’s Hospital public seating bid ($500K)

21. The Sales Team (2006) • Ross Glen, President, RGO • Nick Gnida, VP Sales, RGO • Dave Orr, VP Facilities Services, RGO • Ted Short, Maj Accts Rep, RGO • Harvey Mollon, KICI Sales, Alberta • Manny Richter, National Wall Sales Mgr, KICI • Barry Brennand, KICI

22. Questions and Answers