Developing Future Leaders

PANDA ACADEMYTraining Programs Booklet

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Introduction

People Development &

Training

In line with Panda business philosophy, we believe that our growth andexpansion of the business relies heavily on attracting, retaining anddeveloping the right people to make Panda leading food retailer in theregion.

In People Development & Training, we foresee people development as thebiggest factor in creating competitive advantage for Panda in the future.We pride ourselves on being creative and effective at developing people,and to help them deliver results effectively. The solutions we offer underour people development portfolios are designed to improve thecompetency and motivation of our staff. Our programs help to improve thestandards of quality and service of our workforce, and keep us ahead of ourcompetitors.

We are glad to work with everyone to build a better Panda, and willcontinue to contribute towards the achievement of Panda vision andmissions.

Learning Methodology

Various learning methodologies are used to cater different needs of learners, as well as to improve the learning effectiveness. Among the methods are;

• Lecture• E-learning• Books• Case study• Role play• Action Learning• Special assignment• Site visit

Our curriculum for leadership & management is based on Panda behavioral competency framework. The competencies are;

• Customer focus

• Gets results

• Lives the values

• Communicates with impact

• Develop self/others

• Work successfully with teams

• Deals with change effectively

• Makes good decisions

There are also programs delivered to address functional competency, and it is

based on unique needs of each department in Panda.

Panda Competencies:

Assessments

PDT Framework – Support Office

PDT Framework – Operations

Work Level Program Assessment Tools

Level 6 – Level 7

Senior & Business

Leadership Team

• Executive Development Program

360 Feedback

Strength finder 2.0

Strengths based Leadership

Big Five (Optional)

DISC (Optional)

Level 4 – Level 5 Middle Manager

Development

Program

(Support Office)

360 Feedback

OPQ

Functional Questionnaires

Level 3

Manager

Manager

Development

Program

(Support Office)

360 Feedback

CRTB

Functional Questionnaires

Work Level Program Assessment Tools

Level 4 – Level 5

Middle Managers

Diploma in Retail

Management (DRM)

360 Feedback

OPQ

Functional Questionnaires

Level 3

Managers

Certificate in Retail

Management (CRM)

360 Feedback

OPQ

Functional Questionnaires

Level 1 – Level 2

Associates

Certificate in Retail

Operation (CRO)

Functional Questionnaires

AssessmentsVarious assessments are used to measure the competency level of the candidates prior, during and after the program. The assessments used will be based on the program and the work level of participants. The assessments are;

• Learning Readiness• Critical Reasoning Test Battery (CRTB)• Occupational Personality Questionnaire (OPQ)• 360 feedback• Functional competency questionnaire• Improvement report• Learning journal• Oral presentation• Theoretical Assessment• Practical Assessment

Panda

Academy

Programs

Our Internal Training & Development Programs

There are five core programs to address Panda business needs;

Operation

1) Certificate in Retail Operation (CRO)2) Certificate in Retail Management (CRM)

3) Diploma in Retail Management (DRM)

Support Office

1) Manager Development Program – Support Office (MDP-Support Office)2) Middle Manager Development Program – Support Office (MMDP-

Support Office)

For our CRM, DRM, Manager and Middle Manager Development Program, we partnered with The Institute of Leadership & Management (ILM), United Kingdom to ensure each participant will get the best learning experience and contents that meet the international standards

Certificate In Retail

Operation

Certificate in Retail Operation

It is an on-the-job training program to equip potential associates in functional

skills related to the section in operations. During the training, participants will be

exposed and trained in the critical areas according to the section’s

requirements. The program is suitable for associates in the operations who seek

to develop their functional and supervisory skills. There are fourteen (14) areas

the associates can choose from to develop their knowledge, skills and abilities.

1. Bakery

2. Fast Moving Consumer Goods (FMCG)

3. Produce

4. Fishery

5. Dairy & Frozen

6. Deli

7. Meat

8. Hot Food

9. General Merchandise

10. Electronics

11. Textile

12. Head Cashier

13. Security

14. Receiving

Program Outline

Module No. of Days Venue

Introduction & Customer Service

Training1 day Academy

On-the-Job Training• Preparation• Merchandising• Food & workplace safety• Stock management• Supervisory skills

36 days Store

Assessment & Evaluation 4 days Store & Academy

Weekly Day Off 6 days

Total 47 days

Certificate In Retail

Management

Certificate in Retail Management

In this program, participants will be exposed to basic management concept and

skills. The objective of the program is to develop potential employees and

existing junior managers to be an efficient and effective first-line manager to

manage the people and tasks.

The program is suitable for the first-time managers who are new to

management. The program approach is a mixture of classroom and work-based

assignments, where participants are required to complete specific work-related

tasks.

Program Outline

Program No. of Hours

Role of the Manager 8 hours

How to Build a Team & Team Briefing 6 hours

Coaching Skills 8 hours

Dealing with Conflict 5 hours

Quality Customer Service 8 hours

Food Safety & Hygiene 6 hours

Loss Prevention 5 hours

Total Guided Learning Hours 46 hours

Certificate inRetail

ManagementProgram Syllabus

8 hours 6 hours 5 hours

8 hours 8 hours 6 hours

5 hours

Total Hours

46 Hours

Role of Manager

• How the manager’s job is different• Different management styles• Supporting and challenging your people• Communication• Understanding employee behavior• How to motivate your associate

Team Building & Team Briefing

• What is a team and why we need them• Stages of team growth• Leading a team• Team fitness!• What breaks down teamwork?• Team briefing• Action planning

Dealing with Conflicts

• About conflict…• How it start• Sings that conflict is present• Is conflict always bad• How to avoid it• Resolving conflict

Coaching Skills

• What is coaching• Different types of coaching• Performance coaching• Developmental coaching• Corrective coaching• Taking disciplinary action • Questioning and listening for coaching

Quality Customer Service

• Basic of quality customer service• Scale of customer satisfaction• Principles of quality service• Customer Perception• Product Knowledge

Food Safety & Hygiene

• Hand washing• Cut and abrasions & boils and septic cuts• Use of tobacco & smoking • Protective clothing • Report illness• Food handlers common practices• Prevention of food poisoning

Loss Prevention

• What is stock loss?• Stock loss problem• Internal theft• External theft• Administration

1

Diploma In Retail

Management

Diploma in Retail Management

A leadership development program designed for potential managers inoperations who will be taking bigger role in managing retail operations andbusiness.

In this program, the participants will undergo a 1 year program that will exposethem to various aspects of retail business. The program approach is a mixture ofclassroom and work-based assignments, where participants are required tocomplete specific work-related tasks.

Program Outline

Course Code

Module Hours

HRM101 Leadership in Retail 24 hours

HRM102 Human Resource Management 24 hours

CM101 Customer Management 24 hours

RO101 Managing Retail Operations 24 hours

FM101 Retail Financial Management 16 hours

RTM101 Retail Merchandising 16 hours

RM101 Retail Marketing 16 hours

SCM101 Supply Chain Management 16 hours

RKM101 Risk Management 16 hours

Total Guided Learning Hours 176 hours

Program Syllabus

Leadership in Retail

24 hours 24 hours

16 hours24 hours

• Adult learning principles• Balance & personal development • Building an effective team & team briefing• Effective leadership & management style• Managing change in changing time• Valuing diversity in the workplace

Human Resource Management

• Creating a motivating workplace• HRM for line manager• Employee discipline• Building your people in operations• Workplace coaching

Retail Merchandising

• Introduction to retail merchandising• Visual merchandising• Display for FMCG• Display for Electronics, GM & Textile• Display for Fresh Food

Customer Management

• Understanding our customers• Customer service basics• Managing perceptions• Dealing with difficult customers

effectively• Managing complaints effectively• Service strategy & standards in managing

customers

16 hours

Retail Marketing

• Introduction to retail marketing • Place & products in retail marketing• Price & promotions in retail• People & presentation in retail marketing

Diploma In Retail

Management

Program Syllabus

16 hours

Risk Management

• Introduction to risk & risk Management• Risk assessment• Security in retail• Loss prevention • Creating a safe & healthy working

environment

Total Hours

176 Hours

Diploma In Retail

Management

24 hours 16 hours

Managing Retail Operations

• Understanding retail business• Competitive strategies in retail• Receiving and stock management• Managing panda store• Food safety & hygiene in the store

Retail Finance Management

• Principle of Financial Management• Profit & Loss Statement• Balance Sheet• Financial Appraisal

I. Budget preparation & ControlII. Inventory managementIII. Investment Decisions

16 hours

Supply Chain Management

• Introduction to supply chain management• Sales forecast & budgeting• Purchasing management• Logistics & transportation in supply chain • Warehouse operations

MDP

Support

Office

Manager Development Program (MDP) - Support Office

MDP program is a development program designed to prepare the potential employees to take a new role in management. The program approach is a mixture classroom and work-based assignments, where participants are required to complete specific work-related tasks.

Program objectives are as follows;

1. To develop potential employees in basic management knowledge and skills in order to prepare them for the managerial roles.

2. To develop existing employees and managers to be competent and skillful in managing the tasks and people.

Program Outline

Program No. of Hours

Role of the Manager 8 hours

How to Build a Team & Team Briefing 6 hours

Coaching Skills 8 hours

Dealing with Conflict 5 hours

Delivering Quality Customer Service 8 hours

Time Management 5 hours

Total Guided Learning Hours 40 hours

Program Syllabus

8 hours 6 hours 5 hours

8 hours 8 hours

5 hours

Total Hours

40 Hours

Role of Manager

• How the manager’s job is different• Different management styles• Supporting and challenging your people• Communication• Understanding employee behavior• How to motivate your associate

Team Building & Team Briefing

• What is a team and why we need them• Stages of team growth• Leading a team• Team Fitness!• What breaks down teamwork?• Team briefing• Action planning

Dealing with Conflicts

• About conflict…• How it start• Signs that conflict is present• Is conflict always bad• How to avoid it• Resolving conflict

Coaching Skills

• What is coaching• Different types of coaching• Performance coaching• Developmental coaching• Corrective coaching• Taking disciplinary action • Questioning and listening for coaching

Quality Customer Service

• Basic of quality customer service• Scale of customer satisfaction• Principles of quality service• Customer perception• Product knowledge

Time Management

• Facts about time• The list of things to do• The effectiveness of time • Value of time• Time auditing

1

MDP

Support

Office

MMDP Support Office

Middle Manager Development Program – Support

Office

In this program, participants will be exposed to advance management and leadership skills. The program was designed based on Panda Behavioral Framework. The objective of the program is to develop potential employees and existing managers to be an effective leader and manager.

The program is suitable for the middle-managers who are managing a unit with a team of employees reporting to them. The program approach is a mixture of classroom and work-based assignments, where participants are required to complete specific work-related tasks.

Program Outline

Course Code

Module Hours

CPM201 Success Begins With Me 12 hours

CPM202 Effective Leader and Manager 12 hours

HRM201 HRM for Line Manager 8 hours

WPC Winning Workplace Communication 8 hours

WCS201 Workplace Customer Service 8 hours

Total Guided Learning Hours 48 hours

MMDPSupport OfficeProgram Syllabus

12 hours 12 hours

8 hours8 hours

Total Hours

48 Hours

Success Begins With Me

• Adult learning principles• Work life balance & personal

development• Building & motivating team

Effective Leader & Manager

• Effective leadership & management style• Leading for change• Valuing diversity in the workplace

Workplace Customer Service

• Customer service basics• Managing perceptions• Moving forward & action plan

Winning Workplace Communication

• The art of listening• Presentation skills• Business English & writing

8 hours

HRM for Line Manager

• Introduction to HRM• Developing your team• Performance management• Employee discipline

1

Enrollment Process

Enrollment

Process

Panda believes in equal opportunity for everyone to be developed, and this includes our female employees. The aimed of the program is to facilitate greater involvement of our female employees in the business. This can be done by providing the access for them to learn the best practices in work efficiency, team working and managing the people. The program consists of below modules;

• Success Begins With Me• Time Management• Workplace Etiquette• Dealing with Conflicts• Team Building• Quality Customer Service

PDT runs the program on weekly basis by having 4 hours instructor-led training session, with one week break in between the module.

“Sharpen the saw” is one of the principles in “Seven Habits of Highly Effective People” book by Stephen Covey. PDT is applying the concept by having short learning sessions. The objective of the sessions is to address and refresh the employees on important topics like;

• Workplace Etiquette• Healthy Diet & Lifestyle• Stress Management• Category Management• Financial Management• IT & workplace efficiency

The list will not stop and we will continue to find topics that will add value to everyone in their professional or personal life. PDT runs the session at least once a month and all employees are invited to participate in the program.

PDT Short Learning Sessions

Panda Ladies Development Program

Program Identified

Fill-up training

enrollment form

Approval from line manager

Approved?

PDT to register employee

EmailConfirmation

End

Employee & Line Manager PDT

YesNo

Grow your Career with

Panda

Functional Assessment Functional Assessment

& 360˚ Feedback

Functional Assessment,

360˚ Feedback, CRTB &

OPQ

AssociateCertificate in Retail Operations• 47 days on-the-job

training• To master the job

& the tasks

Supervisor & Section ManagerCertificate in Retail Management• 55 days of

classroom & practical learning

• Exposure to managerial skills & competency

Senior Section Manager & Department HeadDiploma in Retail Management• 176 hours of classroom &

action learning• Develop the management

& leadership skills & competency

Store ManagerDiploma in Retail Management• 176 hours of classroom &

action learning• Develop the management

& leadership skills & competency

Grow your Career with Panda