1. Manage Human Resources to Achieve Service Excellence LGA2 Philip Go Esther Kwek David Chan Team members :

2. Company Background : Company : La Loraine Boutique (Vivocity) Profile : La Loraine is the flagship chain store of retail group with presence in all aspects of retailing for the past 12 years. La Loraine is looking to build on the key trends of fashion cater to professional female executives in the age range of mid-20s to early 40s. Total Staff : 2 Senior Retail Associates & 6 Retail Associates

4. AREA OF CONCERNED Areas Problem identified Resolution suggested Remarks Senior staff turn over and staff low morale Same job for many years .Introduce job rotation Monitor staff satisfaction level No skill upgrading training courses .To select appropriate upgrading courses See list Need product knowledge training .To select appropriate upgrading courses See list Sales dipping Staff has low morale . collect staff satisfaction feedback . check company HR policy . introduce morale booster program HR to monitor monthly Need motivation .To review sales compensation scheme .Check pricing strategies Work with Finance Dept Work with Marketing Dept Career development . To review staff career development planning To collect staff feedback Customers service level dropping Poor customer’s service by sales staff To select appropriate upgrading courses See list Poor product knowledge To select appropriate upgrading courses See list

5. Training Goals and Objectives

7. Training Plan

8. Training Plan : . Identify learning style . Identify learning needs . Select learning activities . Coordinating learning activities . Apply learning at work . Recognizing learning achievement

9. Identify staff learning style

10. Identify staff learning style : Visual, Auditory Visual, Auditory Kinesthetic, Auditory, Visual Kinesthetic, Auditory, Visual Learning Style To improve on customer satisfaction and service level To manage staff and handle customers To improve on customer satisfaction and service level . To assist in increasing the customer base and loyalty Training Training Activities Converging (Doing & Thinking) Accommodating (Doing & Feeling) Diverging (Feeling & Watching) Assimilating (Watching & Thinking)

11. Identify learning style (based on Kolb’s Learning Theory) LEARNING STYLE CE/RO AC/RO CE/AE AC/AE

12. Administrative Details on Learning Activities

14. Select appropriate training activities best match objectives: Select learning activities: Department Training Courses Teaching Centre Teaching format Duration Store Manager Effective Communication & Human Relation for success Dale Carnegie Class room/Visual 3 days Sales Training and Sales Management Training Dale Carnegie Classroom/ assignment/visual 3 days Communication & Relationship Management Programme (Operations) SRA Classroom/visual 16 hrs Supervisor Integerated Supply Chain Management Accenture Classroom/hand on/ OJT 10 Hrs Warehousing Accenture Classroom/OJT 30 hrs Sales Training and Sales Management Training Dale Carnegie Classroom/ assignment/visual 3 days Sales Executive Face-to face Selling Huthwaite Classroom/ visual/roleplay 4 days Customer Handling Skills Programme SRA Classroom/roleplay 27 hrs

15. Select appropriate training activities best match objectives: Select learning activities:

16. Coordinating learning activities : .Budget .Schedule .Enrolment .Administration 1.Explain training objectives, / verify matching staff objectives 2.Explain training outlines 3.Inform training dates, location, timing 4.Get confirmation on attendance

17. Review & Evaluation

19. Apply learning at work: Role modeling Mentoring Buddy system Job rotation Simulations Staff sharing session

20. Recognizing learning achievement :

21. Publicized through notice board & newsletter Certificates Awards Recognizing learning achievement :

22. Service Award Program

23. Developing the Customer Service Award Programs: Review the company service strategies Identify success stories or service gaps Determine type of awards Determine nature of awards Involve staff for feedback &design Determine customer service award criteria

24. Criteria for Customer Service Awards

25. Qualifiers for awards: .less than 2 complaints from customers in 3 months .achieve 85% sales target .pass all training assigned .have good rapport from peers Types of awards . Gold awarded yearly . Silver awarded quarterly . Bronze awarded monthly Criteria for Customer Service Awards : _________________________ Endorsement by La Lorraine CEO Gold Award Esther Kwek La Lorraine

26. Implement & Manage Customer Service Awards Programs

27. Implement & Manage Customer Service Awards Programs Staff are to access/ participate in internal activities regularly To prepare staff mentally and emotionally Events, forums, notice boards Internal Announcement All staff to receive copy of quarterly newsletter Publicize and to ingrain award in staff to foster ownership Newsletter will announce impending award scheme Newsletter / Publication Staff are required to sign a form of approval and offer suggestions and comments To make sure all staff know about the award (acceptance, support, ownership) Staff will be informed of Award Scheme. Absentees will be called in for staff meeting when they return Shift Meeting Action Reason Activity Platform

28. Review & Evaluation of Customer Service Awards Programs

30. Thank You