Tweeter Merges Sales, Install Divisions
By Alan Wolf -- TWICE, 7/25/2005
Canton, Mass. — In a major reorganization, Tweeter Home Entertainment Group has combined its sales and custom home installation units into a single division.
The move underscores the central role that custom install now plays in Tweeter's long-term planning.
“This is a natural evolution in our strategy to become a services-based organization,” said interim CEO Joe McGuire. “Our organization must be aligned under the same goals from a sales and installation side, in order to support our talent in the field and produce the best experience for our customers.”
Under the new structure, former retail senior VP Judy Quye has become sales and installation services senior VP. Reporting directly to her are sales and installation execs Bob Staples, Jose Prieto and Mark Harris, each of whom was named a sales and installation VP for, respectively, the Northeast and Mid-Atlantic; the Southwest and Midwest; and the Southeast markets. Tweeter's regional sales managers and installation directors will now report up to them.
Also, Dave Tovissi, formerly custom installation VP, has moved to the merchandising group as systems design and engineering VP, reporting to Philo Pappas, merchandising senior VP. In his new role, Tovissi is responsible for growing the chain's in-home services offering and overseeing the systems design & engineering staff, which develops complete home entertainment packages.
In addition, Al Gordon, operations VP, will now serve as customer services VP, also reporting to Quye. Gordon is charged with developing a plan for a new call center model that will centralize the scheduling of home and mobile installations, home deliveries, and field service under one organization. Gordon will continue to manage Tweeter's service centers and home delivery operations.
Separately, Tweeter is also rolling out a new back-end system that will allow Tweeter staffers to easily access and update the status of in-home requests and product deliveries. The program, designed exclusively for Tweeter by Yantra Corp., will also allow personnel to schedule basic surveys, installations and quick response technician calls at the store level.
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