Thulani Mpanza's presentation focused on safety, experience, education background, effective team management, improving customer experience, and concluding. Some key points included: taking responsibility for safety; ensuring hazards are reported and recorded; applying the 5S method; setting a clear vision and SMART goals for the team aligned with the company's vision; understanding team strengths and weaknesses through one-on-one meetings; focusing on customers by listening to their needs and finding solutions; and improving response time, consistency, and using feedback to become a better team and top company.

1. Presentation by Thulani
Mpanza

2.  Safety starts with me, I need to take responsibility
and filter it down to the team.
 Safety is of paramount important in an organization,
as a team we need to be aware of dangers and safety
hazard in and out of work environment.
 The team has to ensure that safety hazards are
reported and are recorded 100%.
 I need to always apply the 5’s method at all time at
the work place, that is (Sort, Set in order, Shine,
Standardize and Sustain)
Safety

3.  2002 to 2007:The Cold Chain, Telesales Consultant.
 July to October 2007: Pick `n Pay, Trainee Manager.
 2007 to 2008: Sandvik Mining and Construction, Parts
Coordinator.
 2008 to 2011: Sandvik Mining and Construction, Key Parts
Coordinator.
 2011 to 2014: Joy Global, Call Centre/Customer Support
Supervisor
 2014 to Present: Sandvik Mining Machine Emergency
Response Representative.
Experience

4.  S.E College: Matriculated 1992.
 Mangosuthu Technikon: Civil Engineering and Surveying
1993 to 1994 did not complete.
 UNISA: Customer Service Management 2009.
 UNISA: Purchasing and Supply Management 2011.
 MANCOSA: Bachelors of Commerce Supply Chain
Management 2013 to 2016.
Education Background

5.  Have a clear and concise VISION for the team by building vision which
is line with the company vision to avoid division by taking customer
focus to the next level in improving customer experience “Putting
Company where it belongs, that is number one in the market, with a
passionate team that works together towards a common goals of
effective and superior customer services’’
 The SMART Concept: We need to set SPECIFIC goals and objectives as
to how we will serve our customers and ensure that their situation
changes from worst to excellent. We need to MEASURE our weak and
strong areas and improve where needed through training and
development. Set ourselves ACHIEVABLE goals for the team to
measure themselves against. Be REALISTIC with the set goals and
objectives, we need not to be over zealous but ensure that we can
achieve these goals. Have a specific TIMEFRAME as to when we going
to achieve these goals and how.
Effective Management of the Team

6.  Motivate the team to provide the intangible to the
customers, ensuring that the customer are aware of
the fact that, we are not only here for their money but
to provide exceptional experience by being empathic
in listening, understanding of their situation, attentive
to their request, helpful in providing solutions and use
the right tone in communicating with them
 As a situational leader it is important to understand the
teams strong and weak points by having one on one
with the team members, this enables me as a leader to
know the informal team leaders who can assist in
driving the vision forward.
 It is important to understand Teams critical path as a
leader and that can be achieve through one on one
meetings with the team members and encourage the
team to self develop and being ambitious

7.  POWER CONCEPT: Ensure that we show POSITIVE ATTITUTE
towards our customers, which will be a relationship builder
going forward. Ensure that we take OWNERSHIP and not shift
responsibility when receiving an order, query and or a quote
from the customer. We need to be WILLING TO CHANGE by
wanting to be better at all times and getting involved with our
customer. Create an ENTHUSIASTIC environment and ensure
that our enthusiasm filters down to the customer. We need to
have a healthy RELATIOSHIP with each other and with our
customers for the greater good of the company.
 It is important to ensure that when commending good work by
a team member, it is done public as a motivation for others to
want to achieve more and be commended too. It is important
that the team knows and understands that management is on
their side, as much as we want to make sales and realise profit
from sales, we not going to conclude that they are wrong
without having heard both sides of the story.

8.  Customer Focus: We going to listen to our CUSTOMERS,
understand the needs and try and find means a ways of meeting
our customers need and expectations.
 Innovation: We going to think out of the box in providing a win-
win solutions for our CUSTOMERS and company by getting all
the stake holders involved in providing these solutions in
resolving our customer’s situations or problems.
 Fair Play: We not going to make promises that we cannot keep
but we will ensure that we provide feedback to our customers
with all the received information.
 Passion to Win: We need to work together with all the
stakeholders to ensure that we become number one as a team
and the company. We going to play our role as a team to help
the company becomes number one in market and outsmart the
competition through exceptional customer service.
Improving Customer Experience and Increase
Market Share

9.  Quick Response Time: We going to be quick in responding to
CUSTOMERS queries and giving them feedback whether
positive or negative.
 Consistency: We need to be consistent in giving exceptional
service to our CUSTOMERS in order for them to come back and
ask for more and so that we become the supplier of choice
through customer and supplier relationship.
 Ask for Feedback: It is important for us to ask for customer
feedback and use the feedback to improve and become a better
team and a great company, we can achieve this through
CUSTOMERS. Communication line, where by customers air their
dissatisfactions or complements for us to improve on or
maintain.
 Picks Report: Ensure that we run a report daily to check picks
and ensure that we minimise discrepancies
 Root Cause Analysis: Apply root cause analysis as effective
means to solve problems, to ensure that problems to do
resurface and we have to start from zero again.

10.  Thank you for the opportunity provided.
Conclusion