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Lead & manage final

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Lead & manage   final Lead & manage final Presentation Transcript

  • Team members: Philip Go Alex Chia Esther Kwek David Chan Lead & Manage Work Teams
  • Review of Team Effectiveness Performance Gaps now target Time line Product knowledge 40% 95% on going Staff attendance 60% 95% on going Customer Service level satisfactory Good 1 month Staff motivation/incentive 80% 90% on going Sales matters 60% 95% on going Performance Standard 60% 100% 1 week
  • Identify Team Performance Gap Performance Gaps Methods to identify Evaluation Period Product knowledge Customer Feedback 3 Months Staff attendance Employee Clock In Record (POS) 3 Months Customer Service level Mystery Shopper Report / Customer Survey 3 Months Staff motivation/incentive Staff Feedback 3 Months Sales matters Sales Transaction / Sales Target 3 Months Performance Standard Performance Review Report / Johari Window 3 Months
  • Performance / Customer Feedback Formal Informal
    • Quarterly Appraisal
    • Written
    • Formal Meeting
    • 1 to 1 Couching
    • Counseling
    Feedback Channel
  • Strategies to Improve Team Performance Team Building
    • Training:
      • Product
      • Customer Service
      • Sales
    • Rewards:
      • Variable Bonus
      • SPOT Awards
  • Training Needs Analysis Training Needs Training Goal Product knowledge Ensure staff well verse upon introduction of merchandise to customer Customer Service Increase Customer Satisfaction up to 99% Sales Attend 40 hrs of Sales Enhancement Courses
  • Training & Development Plan Manager Asst Manager Supervisor Sales Executives Diploma in Retail Management (SIRS) 128hrs Advance Certificate in Retail Supervision (SIRS) 48hrs Certificate in Retail Operation (SIRS) 36hrs Certificate in Service Professional (SIRS) 18hrs
  • Review of the Training Program Performance Gaps Training / Program Post Course Evaluation Product knowledge In House Training Reduction in mistake Staff attendance Seminar & Team Bonding Workshop Staff attitude changed Customer Service level Certified Service Professional (SIRS) Customer Satisfaction increased Staff motivation/incentive Motivation Workshop & Implementation of Variable Bonus Productivity Increased Sales matters Effective Sales (SIRS) Sales increased by 55% Performance Standard Motivation Workshop & Implementation of SPOT Awards Productivity Increased
  • Managing Team Performance
    • KPI (Key Performance Indicator)
      • % rate of customer Satisfaction
      • % rate of Individual Sales transaction
      • % rate of sale executive met sales targets
      • % rate of Monthly staff attendance record
    • Competencies Matrix Chart
    • Johari Window
    Name of Staff: Designation: Nric No.: Department: WDA SIRS -1 2 3 Handling Customer Feedback NA +1 4 3 Housekeeping NA 0 3 3 Product Knowledge WDA SIRS -1 3 4 Selling Skills Training Identified / Required Competency Gap (-ve / +ve) Competency Level (1 – 4) Competency Weightage (1 – 4) Job Role / Description / Function
  • Managing Team Performance Team Building program Staff Motivation Coaching & Counseling Post Course Evaluation Training Fund Relevant Courses
  • Thank You Lead & Manage Work Teams