1. Team members: Philip Go Alex Chia Esther Kwek David Chan Lead & Manage Work Teams
2. 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
3. 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
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6. 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
7. 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
8. 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
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10. Managing Team Performance Team Building program Staff Motivation Coaching & Counseling Post Course Evaluation Training Fund Relevant Courses
