Strategy Planning Training Department Mydin Mohammed Holding Berhad

Process Flow Practical Vision Underlying Constraint Strategic Directions Systematic Actions Implementation Timeline

Practical Vision

Underlying Constraint

Strategic Directions

Systematic Actions

Implementation Timeline

Vision: Definition A mental picture of what the organization should look like in the future

A mental picture of what the organization should look like in the future

New Definition of Mission To 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 performance, problem solved, cost savings to organization, product quantity, product quality, lower absenteeism, lower turnover and customer satisfaction of the training we provide,

To 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 performance, problem solved, cost savings to organization, product quantity, product quality, lower absenteeism, lower turnover and customer satisfaction of the training we provide,

Objective Transform organization to achieve performance effectiveness Create a joyful and meaningful workplace.

Transform organization to achieve performance effectiveness

Create a joyful and meaningful workplace.

Old Definition of Mission To provide all types of training support services to all employees Our measures of success is based on Hours of training Persons trained Classes delivered Media Produced Instructional objectives accomplished Course catalogs

To provide all types of training support services to all employees

Our measures of success is based on

Hours of training

Persons trained

Classes delivered

Media Produced

Instructional objectives accomplished

Course catalogs

Transformation Traditional Training Performance Driven (refer to HPI Model)

Traditional Training

Performance Driven

(refer to HPI Model)

Comparison Sample Mission statement Measures of success Origin of performance problems Audience served Relationship with organizational goals Perception of others Staff skills required Potential survival in difficult times

Sample Mission statement

Measures of success

Origin of performance problems

Audience served

Relationship with organizational goals

Perception of others

Staff skills required

Potential survival in difficult times

Roles Past Trainer Future: Facilitator (Process control) Consultant (Provide answer) Trainer (Skills, attitudes, knowledge)

Past

Trainer

Future: Facilitator (Process control) Consultant (Provide answer) Trainer (Skills, attitudes, knowledge)

Skills Required Consulting Needs assessment Needs analysis Data collection System Design Long range planning Cost-benefit planning Evaluation Research Learning Facilitation Training

Consulting

Needs assessment

Needs analysis

Data collection

System Design

Long range planning

Cost-benefit planning

Evaluation

Research

Learning

Facilitation

Training

Training skills Delivering Training Creating lesson plans Media Production Department Budgeting Course Scheduling Coordinating events Developing survey, questionnaires Manage external vendors or trainers

Delivering Training

Creating lesson plans

Media Production

Department Budgeting

Course Scheduling

Coordinating events

Developing survey, questionnaires

Manage external vendors or trainers

Old Relationship with Organization Support function Cost center Little relationship exists between dept activities and organizational goals

Support function

Cost center

Little relationship exists between dept activities and organizational goals

New Relationships Proactive Function Profit Center Documented savings related to waste, turnover, defects, and downtime A high relationship exists with organizational goals

Proactive Function

Profit Center

Documented savings related to waste, turnover, defects, and downtime

A high relationship exists with organizational goals

Traditional Training Function Indirect link to organizational bottom line Lack of management support No relation to other organizational Initiative Lack of respect and credibility

Indirect link to organizational bottom line

Lack of management support

No relation to other organizational Initiative

Lack of respect and credibility

Strategic Direction Learning Organization that encompasses: Improving organizational learning capabilities Facilitating organization development or reengineering Building team based workforce to enhance productivity Cultivating world class customer care Upgrading operational excellence Building, expanding and manage knowledge

Learning Organization that encompasses:

Improving organizational learning capabilities

Facilitating organization development or reengineering

Building team based workforce to enhance productivity

Cultivating world class customer care

Upgrading operational excellence

Building, expanding and manage knowledge

Improving organizational learning capabilities

Organizational Learning Focus on training and learning Training and learning must be fun, practical and interactive Exploring new ways of training and learning methods such as Multisensory, NLP, Visual/Music/Multimedia, Dialogue, Facilitative and etc

Focus on training and learning

Training and learning must be fun, practical and interactive

Exploring new ways of training and learning methods such as Multisensory, NLP, Visual/Music/Multimedia, Dialogue, Facilitative and etc

Learning Widening learning channels such as accessing to internet, resource library, audio visual Hold in house seminar, conference and workshop to improve convergence and divergence of knowledge Encourage Team Learning (training department)

Widening learning channels such as accessing to internet, resource library, audio visual

Hold in house seminar, conference and workshop to improve convergence and divergence of knowledge

Encourage Team Learning (training department)

Prioritize Training Course Focus on the foundation for first year Customer Care Retail Training Housekeeping Merchandizing Display English Supervisor Development Team Development HR competency training

Focus on the foundation for first year

Customer Care

Retail Training

Housekeeping

Merchandizing Display

English

Supervisor Development

Team Development

HR competency training

What we do now Conduct fundamental training Setting up team learning Applying facilitative and multi-sensory training

Conduct fundamental training

Setting up team learning

Applying facilitative and multi-sensory training

What can we do further? Exploring latest training methodology Widening learning opportunities such as Certificate Program

Exploring latest training methodology

Widening learning opportunities such as Certificate Program

Facilitating organization development or reengineering

Organization Development/Reengineering Function as Process facilitator Using various facilitator tools such as HPE: Performance FishBone 5 Why Flow Chart Run Chart Needed for fundamental change due to outdated organization system (;policies, roles and responsibilities etc)

Function as Process facilitator

Using various facilitator tools such as

HPE: Performance

FishBone

5 Why

Flow Chart

Run Chart

Needed for fundamental change due to outdated organization system (;policies, roles and responsibilities etc)

What are we doing now? Renovation – mental rehearsal – Nesan/Laurence Store clearance – Nesan/Laurence Price Change - Laurence Energy level of Cashier – Guna/Zaidi/Laurence Motivational level of employees Collecting problems facing by employees through customer service training- Trg Dept

Renovation – mental rehearsal – Nesan/Laurence

Store clearance – Nesan/Laurence

Price Change - Laurence

Energy level of Cashier – Guna/Zaidi/Laurence

Motivational level of employees

Collecting problems facing by employees through customer service training- Trg Dept

JMI: Our first client of Consultancy Conduct field study and consulting on JMI from 15 th Sept onward (45 days) Informed Zaidi, the branch manager of JMI. Areas to look into: Redesigning jobs or work tasks Improving information flow Improving feedback to performer Improving OJT (on job or off job training) Using structure practice (OA2) Improving tools and equipment Using job or performance aids Improving reward systems

Conduct field study and consulting on JMI from 15 th Sept onward (45 days)

Informed Zaidi, the branch manager of JMI.

Areas to look into:

Redesigning jobs or work tasks

Improving information flow

Improving feedback to performer

Improving OJT (on job or off job training)

Using structure practice (OA2)

Improving tools and equipment

Using job or performance aids

Improving reward systems

What can we do further? Facilitating the final project management by doing mental rehearsal for Hypermarket GAMES for Hypermarket Examine the organization system of SUBANG Doing organization studies of SKE and other branches Move into troubled branches to find root course and solutions Initial projects to rescue critical area of Mydin

Facilitating the final project management by doing mental rehearsal for Hypermarket

GAMES for Hypermarket

Examine the organization system of SUBANG

Doing organization studies of SKE and other branches

Move into troubled branches to find root course and solutions

Initial projects to rescue critical area of Mydin

Things to remember Water and stone Human psychology Positive orientated Ambience Beware of people

Water and stone

Human psychology

Positive orientated

Ambience

Beware of people

Building team based workforce to enhance productivity

Building team based workforce Organize Group to become Team Train team to be Self Directed Work Team (SDWT) or Self Managed Team (SMT) The move will revolutionize the industrial practice of retail industry Implement in MNC Manufacturing such as AMD, Nestle and Komag in Malaysia

Organize Group to become Team

Train team to be Self Directed Work Team (SDWT) or Self Managed Team (SMT)

The move will revolutionize the industrial practice of retail industry

Implement in MNC Manufacturing such as AMD, Nestle and Komag in Malaysia

What is SDWT? Empower to make decisions Know each other jobs Supervisors act as facilitator Accountable for work group Facilitator, team leader and team member

Empower to make decisions

Know each other jobs

Supervisors act as facilitator

Accountable for work group

Facilitator, team leader and team member

Skills needed 1/2 Leadership Communication Interpersonal Group problem Solving Peer Coaching and feedback Consensus decision making Conflict management Project management

Leadership

Communication

Interpersonal

Group problem Solving

Peer Coaching and feedback

Consensus decision making

Conflict management

Project management

Skills Needed -2/ 2 Team dynamics Process Improvement

Team dynamics

Process Improvement

Change of Perception of Team Members Accept change Try new things Take on more responsibilties Held accountable Take actions Act in the best interest of team Take risks Be open minded

Accept change

Try new things

Take on more responsibilties

Held accountable

Take actions

Act in the best interest of team

Take risks

Be open minded

Experiment on JMI Halid 8 45 am 15 people Daily meeting and discussion Rest 30 minutes in afternoon Scram

Halid

8 45 am

15 people

Daily meeting and discussion

Rest 30 minutes in afternoon

Scram

Agenda of Meetings Motivation sharing Improvement projects Group and individual appraisal Problems and solutions sharing Ways to increase sales and customer base Ways to upgrade customer service, grooming housekeeping and mechanizing Get to know each other activities Training

Motivation sharing

Improvement projects

Group and individual appraisal

Problems and solutions sharing

Ways to increase sales and customer base

Ways to upgrade customer service, grooming

housekeeping and mechanizing

Get to know each other activities

Training

Cultivating world class customer care

Customer Care Driven Customer Care Complete JMI’s Training Still no positive results. It proves my hypothesis is right. It is the organizational system (80%) that contribute to the “indifferent” of customer service

Customer Care

Complete JMI’s Training

Still no positive results. It proves my hypothesis is right. It is the organizational system (80%) that contribute to the “indifferent” of customer service

What are we doing now? Completed customer care training at H=JMI within six week time Completed the manual writing (Farha) Training at Malacca (5 th -13 th Sept)

Completed customer care training at H=JMI within six week time

Completed the manual writing (Farha)

Training at Malacca (5 th -13 th Sept)

What can we do further? Weekly focus – Floor Meeting, Daily Briefing Competition Poster Customer Survey form Remember customer names Field study on JMI Organization System – Manpower, Roles and responsibilities, Leadership style etc….

Weekly focus – Floor Meeting, Daily Briefing

Competition

Poster

Customer Survey form

Remember customer names

Field study on JMI Organization System – Manpower, Roles and responsibilities, Leadership style etc….

Operasi Akar 2 Operational excellency driven – Nesan 360 degree feedback for Leadership style Set up Ground Rules of Human Relationships

Operational excellency driven – Nesan

360 degree feedback for Leadership style

Set up Ground Rules of Human Relationships

Upgrading operational excellence

Operational Excellency Driven Implement housekeeping and mechanizing display

Implement housekeeping and mechanizing display

What do we do now? Training an audit SKE Begin training at JMI

Training an audit SKE

Begin training at JMI

Building, expanding and manage knowledge

Knowledge Management E Learning Internet Strategy Portal Information Community of Expert Best Practice/Lesson-Learned Sharing Enlarge learning channels

E Learning

Internet Strategy

Portal Information

Community of Expert

Best Practice/Lesson-Learned Sharing

Enlarge learning channels

E Learning Build learning module online for managers and executives to learn Incorporating LMS into our recording system Experimenting short and practical topic such as: 10 minutes learning on effective email writing 10 minutes learning on vendor negotiation 10 minutes learning on English for customer service

Build learning module online for managers and executives to learn

Incorporating LMS into our recording system

Experimenting short and practical topic such as:

10 minutes learning on effective email writing

10 minutes learning on vendor negotiation

10 minutes learning on English for customer service

Internet Strategy Search information for competitive edge Teach internet search strategy Formulate internet user policy to draw boundaries of surfing and searching Train buyers, HR, branch executive etc. Create directory search for relevant departments

Search information for competitive edge

Teach internet search strategy

Formulate internet user policy to draw boundaries of surfing and searching

Train buyers, HR, branch executive etc.

Create directory search for relevant departments

Portal Information Put up useful information on training department Provide a online suggestion and feedback format

Put up useful information on training department

Provide a online suggestion and feedback format

Community of Expert Gather expert for sharing knowledge Collect list of skills, knowledge, hobbies and achievement of every employees Have info exchange session Do benchmarking tours

Gather expert for sharing knowledge

Collect list of skills, knowledge, hobbies and achievement of every employees

Have info exchange session

Do benchmarking tours

Best Practice/Lesson-Learned Sharing Invite experts to share such as Victor and Halim Facilitate the session to have tangible outcome

Invite experts to share such as Victor and Halim

Facilitate the session to have tangible outcome

Enlarge learning channels Access to Public Library Access to Magazines Access to Internet Access to books (RM 300)

Access to Public Library

Access to Magazines

Access to Internet

Access to books (RM 300)

What do we do now? Facilitate Halim’s session Gather the list of skills from HR personnel Doing some studies on LMS and e module

Facilitate Halim’s session

Gather the list of skills from HR personnel

Doing some studies on LMS and e module

What can we do further? Have web presence at intranet (Oct) Put up e Module online (Nov)

Have web presence at intranet (Oct)

Put up e Module online (Nov)

Who do what? List down our expertise Take one strategy direction to champion Teach internet search to access info Master learning skills Master facilitation skills Master training skills Set up self manage team for ourselve Team learning on workbook

List down our expertise

Take one strategy direction to champion

Teach internet search to access info

Master learning skills

Master facilitation skills

Master training skills

Set up self manage team for ourselve

Team learning on workbook

Next Have weekly meeting Have weekly strategy discussion to generate action plan Have weekly training

Have weekly meeting

Have weekly strategy discussion to generate action plan

Have weekly training