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Customer Service via Training Dept


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Customer Service via Training Dept

  1. 1. Operation Akar Aug 2005
  2. 2. Vision <ul><li>To improve Customer Service of Mydin </li></ul><ul><li>To improve working environment at Mydin </li></ul>
  3. 3. Strategies <ul><li>Employ three strategies </li></ul><ul><li>a. Training Strategy </li></ul><ul><li>b. Organization Development Strategy </li></ul><ul><li>c. Learning Strategy </li></ul>
  4. 4. Training Strategy <ul><li>Training Strategy: a. Training Classes for Customer Service </li></ul><ul><li>b. Supervisory Skills </li></ul>
  5. 5. Org Development Strategy: <ul><li>Mental Rehearsal for JMI Renovation 3 time a week </li></ul><ul><li>Operation Akar Committee Meeting every Wednesday </li></ul>
  6. 6. Customer Care Team <ul><li>Objective </li></ul><ul><li>A. Serve Customer </li></ul><ul><li>B. Retain customer </li></ul><ul><li>C. Manage Basket </li></ul>
  7. 7. Training Strategy: Customer Trg <ul><li>Customer Service Trg </li></ul><ul><li>2 days </li></ul><ul><li>10 Principles </li></ul><ul><li>Involved Case studies, Discussion, Sharing </li></ul><ul><li>291 people for JMI (from 12 July – 27 Aug) </li></ul><ul><li>3 batches has gone thru the course </li></ul><ul><li>Good respond </li></ul>
  8. 8. Operation Akar <ul><li>Challenge to make JMI the role model </li></ul><ul><li>Provide a “Kedai Runcit” experience that is “mesra dan rapat” </li></ul><ul><li>Focus on Internal and external customer </li></ul><ul><li>We also have a Mascot: salina. We will frame her. The only toy that hug by everyone in JMI. </li></ul>
  9. 9. Trg Strategy: Supervisory Skils <ul><li>1 day trg </li></ul><ul><li>Focus on skills of </li></ul><ul><li>Delegation, motivation, discipline, communication and work planning </li></ul><ul><li>Every Asst Supervisor, Supervisor, MT and Eexcutive </li></ul>
  10. 10. Training Strategy: Decentralize Training Responsibilities <ul><li>Delegate the Induction program to HR of each branch. HR of HQ become R&D Center </li></ul><ul><li>We hold “train the trainer” session: </li></ul><ul><ul><li>“ delivery skills” </li></ul></ul><ul><ul><li>content of Induction program </li></ul></ul>
  11. 11. Training Strategy: Enlarge Network of Trainer <ul><li>Identify suitable internal employee to help training </li></ul>
  12. 12. 2. Organization Dev Strategy: Focus Group <ul><li>Set up Focus Group </li></ul><ul><li>Teach them team building skills </li></ul><ul><li>Facilitate Discussion </li></ul><ul><li>For example: </li></ul><ul><li>Cashier, SA, Store etc </li></ul>
  13. 13. Focus Group: Tackle Non Trg Issues to Improve Customer Service <ul><li>To improve org effectiveness, we focus on trg issue (10%) and non trg issue (90%) </li></ul><ul><li>Juran Quality: 80% errors are due to Company system </li></ul><ul><li>Faciliate discussion, follow up, deadline and person in charge </li></ul>
  14. 14. Focus Group: Tackle Non Trg Issues to Improve Customer Service <ul><li>SA serve customer: </li></ul><ul><li>Implement Customer Care Team – Pilot run for a month </li></ul>
  15. 15. Focus Group: Improve Buyer Bargaining Power <ul><li>Request to improve negotiation power through seminar </li></ul>
  16. 16. Focus Group: Improve Team Cooperation in IT <ul><li>Request to enhance cooperation </li></ul><ul><li>Supervisory skills </li></ul><ul><li>Facilitate discussion to tackle issues </li></ul><ul><li>Communication skills </li></ul>
  17. 17. Organization Dev Strategy: Project Management <ul><li>Use “Mental Rehearsal method” to facilitate project coordination and “share leadership” mode </li></ul><ul><li>For example: </li></ul><ul><li>Awana Executive Seminar, </li></ul><ul><li>JMI Renovation </li></ul>
  18. 18. Mental Rehearsal <ul><li>Gather leaders </li></ul><ul><li>Mental Rehearsal for Job Function (improve ideas) </li></ul><ul><li>Mental Rehearsal for Event Flow </li></ul><ul><li>(coordination) </li></ul><ul><li>Mental Rehearsal: Finalizing Unfinished Business </li></ul><ul><li>Physical Rehearsal </li></ul><ul><li>Briefing (Ground Rules, Ways of doing things) </li></ul>
  19. 19. Results <ul><li>Finished 2 hours earlier in Zone 1 </li></ul><ul><li>Cooperation among department – team building and pleasant experience. </li></ul><ul><li>(Operation Manager commented that it is better than Giant. Never seen such a smooth process before) </li></ul><ul><li>Request to do it in Selayang renovation </li></ul>
  20. 20. 3. Learning Strategy: Team Learning <ul><li>The team focus on one subject matter and discuss the subject systematically </li></ul>Sharing Sharing Sharing
  21. 21. 3. Learning Strategy: Facilitate De Briefing <ul><li>Facilitate Discussion and de briefing of Team Building </li></ul><ul><li>Participants learn the important of planning, organizing, communication through de briefing </li></ul>
  22. 22. Learning Strategy: Knowledge Management <ul><li>Intranet: provide Information and e Learning </li></ul><ul><li>Community of Practice (CoP) </li></ul><ul><li>Teach Internet research to enhance information management skills of employees: </li></ul><ul><li>Discussion Group, </li></ul><ul><li>Expert Network (Virtual Library), product sourcing like Alibaba, EC 21 </li></ul><ul><li>Article and document etc </li></ul>
  23. 23. 4. Consulting Strategy <ul><li>Housekeeping </li></ul><ul><li>Merchandising </li></ul><ul><li>Safety </li></ul><ul><li>Implement in SKE by Nesan </li></ul>
  24. 24. Summary <ul><li>1. Enlarge training dept function: </li></ul><ul><li>Training, Learning, Consulting and Org Dev </li></ul><ul><li>2. Trg Stretegy: focus on critical skills </li></ul><ul><li>3. Learning Strategy: knowledge management (Oct) </li></ul><ul><li>4. Org Dev: Focus Group and Mental Rehearsal </li></ul><ul><li>5. Consulting: SKE Project by Nesan </li></ul>