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1、CompanyLOGOStrategy PlanningStrategy PlanningTraining Department Mydin Mohammed Holding Berhad资料料PPT中国中国PPT资源网源网收集提供收集提供,版版权归原作者所有原作者所有Process FlowProcess FlowPractical VisionUnderlying ConstraintStrategic DirectionsSystematic ActionsImplementation TimelineVision: DefinitionVision: DefinitionA menta
2、l picture of what the organization should look like in the future New Definition of MissionNew Definition of MissionTo assist in increasing the effectiveness and efficiency of all individuals in Mydin Mohamed Holdings Bhd.Our measures of success is based on the improvement of job behaviors, job perf
3、ormance, problem solved, cost savings to organization, product quantity, product quality, lower absenteeism, lower turnover and customer satisfaction of the training we provide,ObjectiveObjectiveTransform organization to achieve performance effectivenessCreate a joyful and meaningful workplace. Old
4、Definition of MissionOld Definition of MissionTo provide all types of training support services to all employees Our measures of success is based on Hours of trainingPersons trainedClasses deliveredMedia ProducedInstructional objectives accomplishedCourse catalogsTransformationTransformation Traditi
5、onal Training Performance Driven(refer to HPI Model)ComparisonComparisonSample Mission statementMeasures of successOrigin of performance problemsAudience servedRelationship with organizational goalsPerception of othersStaff skills requiredPotential survival in difficult timesRolesRolesPastTrainerFut
6、ure: Facilitator (Process control)Consultant (Provide answer)Trainer (Skills, attitudes, knowledge)Skills RequiredSkills RequiredConsultingNeeds assessmentNeeds analysisData collectionSystem DesignLong range planningCost-benefit planningEvaluationResearchLearningFacilitation TrainingTraining skillsT
7、raining skillsDelivering TrainingCreating lesson plansMedia ProductionDepartment BudgetingCourse SchedulingCoordinating eventsDeveloping survey, questionnairesManage external vendors or trainersOld Relationship with OrganizationOld Relationship with OrganizationSupport functionCost centerLittle rela
8、tionship exists between dept activities and organizational goalsNew RelationshipsNew RelationshipsProactive FunctionProfit CenterDocumented savings related to waste, turnover, defects, and downtimeA high relationship exists with organizational goalsTraditional Training FunctionTraditional Training F
9、unctionIndirect link to organizational bottom lineLack of management supportNo relation to other organizational InitiativeLack of respect and credibilityStrategic DirectionStrategic DirectionLearning Organization that encompasses:Improving organizational learning capabilitiesFacilitating organizatio
10、n development or reengineeringBuilding team based workforce to enhance productivityCultivating world class customer care Upgrading operational excellence Building, expanding and manage knowledgeCompanyLOGOImproving Improving organizational learning organizational learning capabilitiescapabilitiesOrg
11、anizational LearningOrganizational LearningFocus on training and learning Training and learning must be fun, practical and interactiveExploring new ways of training and learning methods such as Multisensory, NLP, Visual/Music/Multimedia, Dialogue, Facilitative and etcLearningLearningWidening learnin
12、g channels such as accessing to internet, resource library, audio visualHold in house seminar, conference and workshop to improve convergence and divergence of knowledgeEncourage Team Learning (training department) Prioritize Training CoursePrioritize Training CourseFocus on the foundation for first
13、 yearCustomer CareRetail TrainingHousekeepingMerchandizing DisplayEnglishSupervisor DevelopmentTeam DevelopmentHR competency trainingWhat we do nowWhat we do nowConduct fundamental trainingSetting up team learningApplying facilitative and multi-sensory training What can we do further?What can we do
14、further?Exploring latest training methodologyWidening learning opportunities such as Certificate Program CompanyLOGOFacilitating Facilitating organization organization development or development or reengineeringreengineeringOrganization Organization Development/ReengineeringDevelopment/Reengineering
15、Function as Process facilitatorUsing various facilitator tools such as HPE: Performance FishBone5 WhyFlow ChartRun ChartNeeded for fundamental change due to outdated organization system (;policies, roles and responsibilities etc)What are we doing now?What are we doing now?Renovation mental rehearsal
16、 Nesan/LaurenceStore clearance Nesan/LaurencePrice Change - LaurenceEnergy level of Cashier Guna/Zaidi/LaurenceMotivational level of employeesCollecting problems facing by employees through customer service training- Trg DeptJMI: Our first client of ConsultancyJMI: Our first client of ConsultancyCon
17、duct field study and consulting on JMI from 15th Sept onward (45 days)Informed Zaidi, the branch manager of JMI. Areas to look into:Redesigning jobs or work tasksImproving information flowImproving feedback to performerImproving OJT (on job or off job training)Using structure practice (OA2)Improving
18、 tools and equipmentUsing job or performance aidsImproving reward systemsWhat can we do further?What can we do further?Facilitating the final project management by doing mental rehearsal for HypermarketGAMES for HypermarketExamine the organization system of SUBANGDoing organization studies of SKE an
19、d other branchesMove into troubled branches to find root course and solutionsInitial projects to rescue critical area of MydinThings to rememberThings to rememberWater and stoneHuman psychologyPositive orientatedAmbienceBeware of peopleCompanyLOGOBuilding team based Building team based workforce to
20、enhance workforce to enhance productivityproductivityBuilding team based workforceBuilding team based workforceOrganize Group to become TeamTrain team to be Self Directed Work Team (SDWT) or Self Managed Team (SMT)The move will revolutionize the industrial practice of retail industryImplement in MNC
21、 Manufacturing such as AMD, Nestle and Komag in MalaysiaWhat is SDWT?What is SDWT?Empower to make decisionsKnow each other jobsSupervisors act as facilitatorAccountable for work groupFacilitator, team leader and team memberSkills needed 1/2Skills needed 1/2LeadershipCommunicationInterpersonalGroup p
22、roblem SolvingPeer Coaching and feedbackConsensus decision makingConflict managementProject managementSkills Needed -2/ 2Skills Needed -2/ 2Team dynamicsProcess ImprovementChange of Perception of Team Change of Perception of Team MembersMembersAccept changeTry new thingsTake on more responsibiltiesH
23、eld accountableTake actionsAct in the best interest of teamTake risksBe open mindedExperiment on JMIExperiment on JMIHalid8 45 am15 peopleDaily meeting and discussionRest 30 minutes in afternoonScramAgenda of MeetingsAgenda of MeetingsMotivation sharing Improvement projectsGroup and individual appra
24、isalProblems and solutions sharingWays to increase sales and customer baseWays to upgrade customer service, grooming housekeeping and mechanizingGet to know each other activitiesTrainingCompanyLOGOCultivating world class Cultivating world class customer care customer care Customer Care DrivenCustome
25、r Care DrivenCustomer CareComplete JMIs Training Still no positive results. It proves my hypothesis is right. It is the organizational system (80%) that contribute to the “indifferent” of customer serviceWhat are we doing now?What are we doing now?Completed customer care training at H=JMI within six
26、 week timeCompleted the manual writing (Farha)Training at Malacca (5th-13th Sept)What can we do further?What can we do further?Weekly focus Floor Meeting, Daily BriefingCompetitionPosterCustomer Survey formRemember customer namesField study on JMI Organization System Manpower, Roles and responsibili
27、ties, Leadership style etc.OperasiOperasi AkarAkar 2 2Operational excellency driven Nesan 360 degree feedback for Leadership styleSet up Ground Rules of Human RelationshipsCompanyLOGOUpgrading operational Upgrading operational excellenceexcellenceOperational Excellency DrivenOperational Excellency D
28、rivenImplement housekeeping and mechanizing displayWhat do we do now?What do we do now?Training an audit SKEBegin training at JMICompanyLOGOBuilding, expanding Building, expanding and manage and manage knowledgeknowledgeKnowledge ManagementKnowledge ManagementE LearningInternet StrategyPortal Inform
29、ationCommunity of ExpertBest Practice/Lesson-Learned SharingEnlarge learning channelsE LearningE LearningBuild learning module online for managers and executives to learnIncorporating LMS into our recording systemExperimenting short and practical topic such as:10 minutes learning on effective email
30、writing10 minutes learning on vendor negotiation10 minutes learning on English for customer service Internet StrategyInternet StrategySearch information for competitive edgeTeach internet search strategyFormulate internet user policy to draw boundaries of surfing and searchingTrain buyers, HR, branc
31、h executive etc.Create directory search for relevant departmentsPortal InformationPortal InformationPut up useful information on training departmentProvide a online suggestion and feedback formatCommunity of ExpertCommunity of ExpertGather expert for sharing knowledgeCollect list of skills, knowledg
32、e, hobbies and achievement of every employeesHave info exchange sessionDo benchmarking tours Best Practice/Lesson-Learned Best Practice/Lesson-Learned SharingSharingInvite experts to share such as Victor and HalimFacilitate the session to have tangible outcomeEnlarge learning channelsEnlarge learnin
33、g channelsAccess to Public LibraryAccess to MagazinesAccess to InternetAccess to books (RM 300)What do we do now?What do we do now?Facilitate Halims sessionGather the list of skills from HR personnelDoing some studies on LMS and e moduleWhat can we do further?What can we do further?Have web presence
34、 at intranet (Oct)Put up e Module online (Nov)Who do what?Who do what?List down our expertiseTake one strategy direction to championTeach internet search to access infoMaster learning skillsMaster facilitation skillsMaster training skillsSet up self manage team for ourselveTeam learning on workbookNextNextHave weekly meetingHave weekly strategy discussion to generate action planHave weekly training
