Customer Service Improve Via Training Dept

Operation Akar Aug 2005

Vision
To improve Customer Service of Mydin
To improve working environment at Mydin

Strategies
Employ three strategies
a. Training Strategy
b. Organization Development Strategy
c. Learning Strategy

Training Strategy
Training Strategy: a. Training Classes for Customer Service
b. Supervisory Skills

Org Development Strategy:
Mental Rehearsal for JMI Renovation 3 time a week
Operation Akar Committee Meeting every Wednesday

Customer Care Team
Objective
A. Serve Customer
B. Retain customer
C. Manage Basket

Training Strategy: Customer Trg
Customer Service Trg
2 days
10 Principles
Involved Case studies, Discussion, Sharing
291 people for JMI (from 12 July – 27 Aug)
3 batches has gone thru the course
Good respond

Operation Akar
Challenge to make JMI the role model
Provide a “Kedai Runcit” experience that is “mesra dan rapat”
Focus on Internal and external customer
We also have a Mascot: salina. We will frame her. The only toy that hug by everyone in JMI.

Trg Strategy: Supervisory Skils
1 day trg
Focus on skills of
Delegation, motivation, discipline, communication and work planning
Every Asst Supervisor, Supervisor, MT and Eexcutive

Training Strategy: Decentralize Training Responsibilities
Delegate the Induction program to HR of each branch. HR of HQ become R&D Center
We hold “train the trainer” session:
“ delivery skills”
content of Induction program

Training Strategy: Enlarge Network of Trainer
Identify suitable internal employee to help training

2. Organization Dev Strategy: Focus Group
Set up Focus Group
Teach them team building skills
Facilitate Discussion
For example:
Cashier, SA, Store etc

Focus Group: Tackle Non Trg Issues to Improve Customer Service
To improve org effectiveness, we focus on trg issue (10%) and non trg issue (90%)
Juran Quality: 80% errors are due to Company system
Faciliate discussion, follow up, deadline and person in charge

Focus Group: Tackle Non Trg Issues to Improve Customer Service
SA serve customer:
Implement Customer Care Team – Pilot run for a month

Focus Group: Improve Buyer Bargaining Power
Request to improve negotiation power through seminar

Focus Group: Improve Team Cooperation in IT
Request to enhance cooperation
Supervisory skills
Facilitate discussion to tackle issues
Communication skills

Organization Dev Strategy: Project Management
Use “Mental Rehearsal method” to facilitate project coordination and “share leadership” mode
For example:
Awana Executive Seminar,
JMI Renovation

Mental Rehearsal
Gather leaders
Mental Rehearsal for Job Function (improve ideas)
Mental Rehearsal for Event Flow
(coordination)
Mental Rehearsal: Finalizing Unfinished Business
Physical Rehearsal
Briefing (Ground Rules, Ways of doing things)

Results
Finished 2 hours earlier in Zone 1
Cooperation among department – team building and pleasant experience.
(Operation Manager commented that it is better than Giant. Never seen such a smooth process before)
Request to do it in Selayang renovation

3. Learning Strategy: Team Learning
The team focus on one subject matter and discuss the subject systematically
Sharing Sharing Sharing

3. Learning Strategy: Facilitate De Briefing
Facilitate Discussion and de briefing of Team Building
Participants learn the important of planning, organizing, communication through de briefing

Learning Strategy: Knowledge Management
Intranet: provide Information and e Learning
Community of Practice (CoP)
Teach Internet research to enhance information management skills of employees:
Discussion Group,
Expert Network (Virtual Library), product sourcing like Alibaba, EC 21
Article and document etc

4. Consulting Strategy
Housekeeping
Merchandising
Safety
Implement in SKE by Nesan

Summary
1. Enlarge training dept function:
Training, Learning, Consulting and Org Dev
2. Trg Stretegy: focus on critical skills
3. Learning Strategy: knowledge management (Oct)
4. Org Dev: Focus Group and Mental Rehearsal
5. Consulting: SKE Project by Nesan

Customer Service Improve Via Training Dept

by Laurence Yap on Jul 04, 2008

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