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Strategy PlanningStrategy Planning

Training Department

Mydin Mohammed Holding Berhad

Process FlowProcess Flow

• Practical Vision

• Underlying Constraint

• Strategic Directions

• Systematic Actions

• Implementation Timeline

Vision: DefinitionVision: Definition

• A mental picture of what the organization should look like in the future

New Definition of MissionNew Definition of Mission

• To assist in increasing the effectiveness and efficiency of all individuals in Mydin Mohamed Holdings Bhd.

• Our measures of success is based on the improvement of job behaviors, job performance, problem solved, cost savings to organization, product quantity, product quality, lower absenteeism, lower turnover and customer satisfaction of the training we provide,

ObjectiveObjective

• Transform organization to achieve performance effectiveness

• Create a joyful and meaningful workplace.

Old Definition of MissionOld Definition of Mission

• To provide all types of training support services to all employees

• Our measures of success is based on – Hours of training– Persons trained– Classes delivered– Media Produced– Instructional objectives accomplished– Course catalogs

TransformationTransformation

Traditional Training

Performance Driven

(refer to HPI Model)

ComparisonComparison

• Sample Mission statement

• Measures of success

• Origin of performance problems

• Audience served

• Relationship with organizational goals

• Perception of others

• Staff skills required

• Potential survival in difficult times

RolesRoles

Past

Trainer

Future: Facilitator (Process control)Consultant (Provide answer)

Trainer (Skills, attitudes, knowledge)

Skills RequiredSkills Required Consulting Needs assessment Needs analysis Data collection System Design Long range planning Cost-benefit planning Evaluation Research Learning Facilitation Training

Training skillsTraining skills

• Delivering Training

• Creating lesson plans

• Media Production

• Department Budgeting

• Course Scheduling

• Coordinating events

• Developing survey, questionnaires

• Manage external vendors or trainers

Old Relationship with OrganizationOld Relationship with Organization

• Support function

• Cost center

• Little relationship exists between dept activities and organizational goals

New RelationshipsNew Relationships

• Proactive Function

• Profit Center

• Documented savings related to waste, turnover, defects, and downtime

• A high relationship exists with organizational goals

Traditional Training FunctionTraditional Training Function

• Indirect link to organizational bottom line

• Lack of management support

• No relation to other organizational Initiative

• Lack of respect and credibility

Strategic DirectionStrategic Direction

Learning Organization that encompasses:

Improving organizational learning capabilities Facilitating organization development or

reengineering Building team based workforce to enhance

productivity Cultivating world class customer care Upgrading operational excellence Building, expanding and manage knowledge

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Improving organizational learning capabilities

Improving organizational learning capabilities

Organizational LearningOrganizational Learning

• Focus on training and learning

• Training and learning must be fun, practical and interactive

• Exploring new ways of training and learning methods such as Multisensory, NLP, Visual/Music/Multimedia, Dialogue, Facilitative and etc

LearningLearning

• Widening learning channels such as accessing to internet, resource library, audio visual

• Hold in house seminar, conference and workshop to improve convergence and divergence of knowledge

• Encourage Team Learning (training department)

Prioritize Training CoursePrioritize Training Course

Focus on the foundation for first year– Customer Care– Retail Training– Housekeeping– Merchandizing Display– English– Supervisor Development– Team Development– HR competency training

What we do nowWhat we do now

• Conduct fundamental training

• Setting up team learning

• Applying facilitative and multi-sensory training

What can we do further?What can we do further?

• Exploring latest training methodology

• Widening learning opportunities such as Certificate Program

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Facilitating organization development or reengineering

Facilitating organization development or reengineering

Organization Development/Reengineering

Organization Development/Reengineering

• Function as Process facilitator• Using various facilitator tools such as

– HPE: Performance – FishBone– 5 Why– Flow Chart– Run Chart

• Needed for fundamental change due to outdated organization system (;policies, roles and responsibilities etc)

What are we doing now?What are we doing now?• Renovation – mental rehearsal –

Nesan/Laurence• Store clearance – Nesan/Laurence• Price Change - Laurence• Energy level of Cashier –

Guna/Zaidi/Laurence• Motivational level of employees• Collecting problems facing by employees

through customer service training- Trg Dept

JMI: Our first client of ConsultancyJMI: Our first client of Consultancy• Conduct field study and consulting on JMI

from 15th Sept onward (45 days)• Informed Zaidi, the branch manager of JMI. Areas to look into:

– Redesigning jobs or work tasks– Improving information flow– Improving feedback to performer– Improving OJT (on job or off job training)– Using structure practice (OA2)– Improving tools and equipment– Using job or performance aids– Improving reward systems

What can we do further?What can we do further?

• Facilitating the final project management by doing mental rehearsal for Hypermarket

• GAMES for Hypermarket• Examine the organization system of SUBANG• Doing organization studies of SKE and other

branches• Move into troubled branches to find root course

and solutions• Initial projects to rescue critical area of Mydin

Things to rememberThings to remember

• Water and stone

• Human psychology

• Positive orientated

• Ambience

• Beware of people

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Building team based workforce to enhance productivity

Building team based workforce to enhance productivity

Building team based workforceBuilding team based workforce

• Organize Group to become Team

• Train team to be Self Directed Work Team (SDWT) or Self Managed Team (SMT)

• The move will revolutionize the industrial practice of retail industry

• Implement in MNC Manufacturing such as AMD, Nestle and Komag in Malaysia

What is SDWT?What is SDWT?

• Empower to make decisions

• Know each other jobs

• Supervisors act as facilitator

• Accountable for work group

• Facilitator, team leader and team member

Skills needed 1/2Skills needed 1/2

• Leadership

• Communication

• Interpersonal

• Group problem Solving

• Peer Coaching and feedback

• Consensus decision making

• Conflict management

• Project management

Skills Needed -2/ 2Skills Needed -2/ 2

• Team dynamics

• Process Improvement

Change of Perception of Team Members

Change of Perception of Team Members

• Accept change

• Try new things

• Take on more responsibilties

• Held accountable

• Take actions

• Act in the best interest of team

• Take risks

• Be open minded

Experiment on JMIExperiment on JMI

• Halid

• 8 45 am

• 15 people

• Daily meeting and discussion

• Rest 30 minutes in afternoon

• Scram

Agenda of MeetingsAgenda of Meetings

• Motivation sharing • Improvement projects• Group and individual appraisal• Problems and solutions sharing• Ways to increase sales and customer base• Ways to upgrade customer service,

grooming housekeeping and mechanizing• Get to know each other activities• Training

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Cultivating world class customer care Cultivating world class customer care

Customer Care DrivenCustomer Care Driven

• Customer Care

• Complete JMI’s Training

• Still no positive results. It proves my hypothesis is right. It is the organizational system (80%) that contribute to the “indifferent” of customer service

What are we doing now?What are we doing now?

• Completed customer care training at H=JMI within six week time

• Completed the manual writing (Farha)

• Training at Malacca (5th-13th Sept)

What can we do further?What can we do further?• Weekly focus – Floor Meeting, Daily

Briefing• Competition• Poster• Customer Survey form• Remember customer names• Field study on JMI Organization System

– Manpower, Roles and responsibilities, Leadership style etc….

Operasi Akar 2Operasi Akar 2

• Operational excellency driven – Nesan

• 360 degree feedback for Leadership style

• Set up Ground Rules of Human Relationships

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Upgrading operational excellenceUpgrading operational excellence

Operational Excellency DrivenOperational Excellency Driven

• Implement housekeeping and mechanizing display

What do we do now?What do we do now?

• Training an audit SKE

• Begin training at JMI

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Building, expanding and manage knowledge

Building, expanding and manage knowledge

Knowledge ManagementKnowledge Management

• E Learning

• Internet Strategy

• Portal Information

• Community of Expert

• Best Practice/Lesson-Learned Sharing

• Enlarge learning channels

E LearningE Learning• Build learning module online for managers

and executives to learn

• Incorporating LMS into our recording system

• Experimenting short and practical topic such as:

– 10 minutes learning on effective email writing

– 10 minutes learning on vendor negotiation

– 10 minutes learning on English for customer service

Internet StrategyInternet Strategy

• Search information for competitive edge

• Teach internet search strategy

• Formulate internet user policy to draw boundaries of surfing and searching

• Train buyers, HR, branch executive etc.

• Create directory search for relevant departments

Portal InformationPortal Information

• Put up useful information on training department

• Provide a online suggestion and feedback format

Community of ExpertCommunity of Expert

• Gather expert for sharing knowledge

• Collect list of skills, knowledge, hobbies and achievement of every employees

• Have info exchange session

• Do benchmarking tours

Best Practice/Lesson-Learned Sharing

Best Practice/Lesson-Learned Sharing

Invite experts to share such as Victor and Halim

Facilitate the session to have tangible outcome

Enlarge learning channelsEnlarge learning channels

Access to Public Library Access to Magazines Access to Internet Access to books (RM 300)

What do we do now?What do we do now?

Facilitate Halim’s session Gather the list of skills from HR

personnel Doing some studies on LMS and e

module

What can we do further?What can we do further?

• Have web presence at intranet (Oct)

• Put up e Module online (Nov)

Who do what?Who do what?

• List down our expertise• Take one strategy direction to

champion• Teach internet search to access info• Master learning skills• Master facilitation skills• Master training skills• Set up self manage team for ourselve• Team learning on workbook

NextNext

• Have weekly meeting

• Have weekly strategy discussion to generate action plan

• Have weekly training