1、Strategy Planning,Training Department Mydin Mohammed Holding Berhad,資料PPT中國PPT資源網(wǎng)收集提供,版權(quán)歸原作者所有,Process Flow,Practical Vision Underlying Constraint Strategic Directions Systematic Actions Implementation Timeline,Vision: Definition,A mental picture of what the organization should look like in the futu

2、re,New 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 quali

3、ty, lower absenteeism, lower turnover and customer satisfaction of the training we provide,Objective,Transform organization to achieve performance effectiveness Create a joyful and meaningful workplace.,Old Definition of Mission,To provide all types of training support services to all employees Our

4、measures of success is based on Hours of training Persons trained Classes delivered Media Produced Instructional objectives accomplished Course catalogs,Transformation,Traditional Training Performance Driven (refer to HPI Model),Comparison,Sample Mission statement Measures of success Origin of perfo

5、rmance problems Audience served Relationship with organizational goals Perception of others Staff skills required Potential survival in difficult times,Roles,Past Trainer Future: Facilitator (Process control)Consultant (Provide answer)Trainer (Skills, attitudes, knowledge),Skills Required,Consulting

6、 Needs assessment Needs analysis Data collection System Design Long range planning Cost-benefit planning Evaluation Research Learning Facilitation Training,Training skills,Delivering Training Creating lesson plans Media Production Department Budgeting Course Scheduling Coordinating events Developing

7、 survey, questionnaires Manage external vendors or trainers,Old Relationship with Organization,Support function Cost center Little relationship exists between dept activities and organizational goals,New Relationships,Proactive Function Profit Center Documented savings related to waste, turnover, de

8、fects, and downtime A high relationship exists with organizational goals,Traditional Training Function,Indirect link to organizational bottom line Lack of management support No relation to other organizational Initiative Lack of respect and credibility,Strategic Direction,Learning Organization that

9、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,Improving organizat

10、ional learning capabilities,Organizational 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,Learning,Widening lea

11、rning 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 Course,Focus on the foundation for first year Customer Care

12、 Retail Training Housekeeping Merchandizing Display English Supervisor Development Team Development HR competency training,What we do now,Conduct fundamental training Setting up team learning Applying facilitative and multi-sensory training,What can we do further?,Exploring latest training methodolo

13、gy Widening learning opportunities such as Certificate Program,Facilitating organization development or 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 fundame

14、ntal change due to outdated organization system (;policies, roles and responsibilities etc),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

15、problems facing by employees through customer service training- Trg Dept,JMI: 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

16、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?,Facilitating the final project management by doing mental rehearsal for Hypermar

17、ket 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 remember,Water and stone Human psychology Positive orient

18、ated Ambience Beware of people,Building team based workforce to enhance productivity,Building 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

19、 in MNC Manufacturing such as AMD, Nestle and Komag in Malaysia,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 1/2,Leadership Communication Interpersonal Group problem Solvi

20、ng Peer Coaching and feedback Consensus decision making Conflict management Project management,Skills Needed -2/ 2,Team dynamics Process Improvement,Change of Perception of Team Members,Accept change Try new things Take on more responsibilties Held accountable Take actions Act in the best interest o

21、f team Take risks Be open minded,Experiment on JMI,Halid 8 45 am 15 people Daily meeting and discussion Rest 30 minutes in afternoon Scram,Agenda of Meetings,Motivation sharing Improvement projects Group and individual appraisal Problems and solutions sharing Ways to increase sales and customer base

22、 Ways to upgrade customer service, grooming housekeeping and mechanizing Get to know each other activities Training,Cultivating world class customer care,Customer Care Driven,Customer Care Complete JMIs Training Still no positive results. It proves my hypothesis is right. It is the organizational sy

23、stem (80%) that contribute to the “indifferent” of customer service,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?,Weekly focus Floor Meeting, Daily Briefing Compet

24、ition Poster Customer Survey form Remember customer names Field study on JMI Organization System Manpower, Roles and responsibilities, Leadership style etc.,Operasi Akar 2,Operational excellency driven Nesan 360 degree feedback for Leadership style Set up Ground Rules of Human Relationships,Upgradin

25、g operational excellence,Operational Excellency Driven,Implement housekeeping and mechanizing display,What do we do now?,Training an audit SKE Begin training at JMI,Building, expanding and manage knowledge,Knowledge Management,E Learning Internet Strategy Portal Information Community of Expert Best

26、Practice/Lesson-Learned Sharing Enlarge learning channels,E 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 ve

27、ndor negotiation 10 minutes learning on English for customer service,Internet 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 Information,Put up useful information on training department Provide a online suggestion and feedback format,Community of Expert,Gather expert for sharing knowledge Collect list of skills