Company

LOGO

Strategy Planning

Erlet Shaqe
 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 future
 New Definition of Mission
• To assist in increasing the effectiveness
and efficiency of all individuals in HP
Company.
• 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,
 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 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 performance 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
 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 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, defects, 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
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
Company
LOGO

Improving
organizational 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 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 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 now
• Conduct fundamental training
• Setting up team learning
• Applying facilitative and multi-sensory
training
 What can we do further?
• Exploring latest training methodology
• Widening learning opportunities such
as Certificate Program
Company
LOGO

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 fundamental 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 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 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 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 remember
• Water and stone
• Human psychology
• Positive orientated
• Ambience
• Beware of people
Company
LOGO

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 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 Solving
• 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 of 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
• Ways to upgrade customer service,
grooming
housekeeping and mechanizing
• Get to know each other activities
• Training
Company
LOGO

Cultivating world class

customer care
 Customer 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?
• 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
• Competition
• 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
Company
LOGO

Upgrading operational
excellence
Operational Excellency Driven

• Implement housekeeping and

mechanizing display
 What do we do now?
• Training an audit SKE
• Begin training at JMI
Company
LOGO

Building, expanding
and manage
knowledge
 Knowledge Management

• E Learning
• Internet Strategy
• Portal Information
• Community of Expert
• Best 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 vendor 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, knowledge,
hobbies and achievement of every
employees
• Have info exchange session
• Do benchmarking tours
Best Practice/Lesson-Learned
Sharing
 Invite experts to share such as Victor
and Halim
 Facilitate the session to have tangible
outcome
 Enlarge learning channels

 Access to Public Library

 Access to Magazines
 Access to Internet
 Access to books (RM 300)
 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?
• Have web presence at intranet (Oct)
• Put up e Module online (Nov)
 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
 Next
• Have weekly meeting
• Have weekly strategy discussion to
generate action plan
• Have weekly training