to Estrategico Sem01 Sesion 1

8/3/2019 to Estrategico Sem01 Sesion 1

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Planeamiento Estratgico

Lic. Oscar S. Yance Picn


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Flujo del Proceso

Vision Prctica Restricciones subyacentes

Direccin Estratgica

Acciones Sistemticas

Calendario de ejecucin


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Definicin de Visin

Una imagen mental de lo que laorganizacin desea ser en el futuro


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Nueva definicin de Misin

To assist in increasing the effectivenessand efficiency of all individuals in MydinMohamed Holdings Bhd.

Our measures of success is based on theimprovement of job behaviors, jobperformance, problem solved, costsavings to organization, product quantity,

product quality, lower absenteeism, lowerturnover and customer satisfaction of thetraining we provide,


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Objective

Transform organization to achieveperformance effectiveness

Create a joyful and meaningful workplace.


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Old Definition of Mission

To provide all types of training supportservices to all employees

Our measures of success is based on

Hours of training Persons trained

Classes delivered

Media Produced Instructional objectives accomplished

Course catalogs


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Transformation

Traditional Training

Performance Driven

(refer to HPI Model)


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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


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Roles

PastTrainer

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

Trainer (Skills, attitudes, knowledge)


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Skills Required

Consulting Needs assessment Needs analysis Data collection

System Design Long range planning Cost-benefit planning Evaluation

Research Learning Facilitation Training


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Training skills

Delivering Training Creating lesson plans

Media Production

Department Budgeting

Course Scheduling

Coordinating events

Developing survey, questionnaires

Manage external vendors or trainers


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Old Relationship with Organization

Support function Cost center

Little relationship exists between dept

activities and organizational goals


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New Relationships

Proactive Function Profit Center

Documented savings related to

waste, turnover, defects, anddowntime

A high relationship exists with

organizational goals


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Traditional Training Function

Indirect link to organizational bottomline

Lack of management support

No relation to other organizationalInitiative

Lack of respect and credibility


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Strategic Direction

Learning Organization that encompasses:

Improving organizational learning capabilities

Facilitating organization development orreengineering

Building team based workforce to enhanceproductivity

Cultivating world class customer care

Upgrading operational excellence Building, expanding and manage knowledge


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Improvingorganizational learningcapabilities


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Organizational Learning

Focus on training and learning Training and learning must be fun,

practical and interactive

Exploring new ways of training andlearning methods such asMultisensory, NLP,

Visual/Music/Multimedia, Dialogue,Facilitative and etc


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Learning

Widening learning channels such asaccessing to internet, resource library,audio visual

Hold in house seminar, conferenceand workshop to improve convergenceand divergence of knowledge

Encourage Team Learning (training

department)


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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


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What we do now

Conduct fundamental training Setting up team learning

Applying facilitative and multi-sensory

training


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What can we do further?

Exploring latest training methodology Widening learning opportunities such

as Certificate Program


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Facilitatingorganization

development orreengineering

O i ti


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OrganizationDevelopment/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)


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What are we doing now?

Renovation mental rehearsalNesan/Laurence

Store clearance Nesan/Laurence

Price Change - Laurence

Energy level of CashierGuna/Zaidi/Laurence

Motivational level of employees

Collecting problems facing byemployees through customer servicetraining- Trg Dept


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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


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Facilitating the final project management bydoing mental rehearsal for Hypermarket

GAMES for Hypermarket

Examine the organization system of SUBANG

Doing organization studies of SKE and otherbranches

Move into troubled branches to find root courseand solutions

Initial projects to rescue critical area of Mydin


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Things to remember

Water and stone Human psychology

Positive orientated

Ambience

Beware of people


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Building team basedworkforce to enhance

productivity


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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 suchas AMD, Nestle and Komag inMalaysia


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What is SDWT?

Empower to make decisions Know each other jobs

Supervisors act as facilitator

Accountable for work group

Facilitator, team leader and teammember


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Skills needed 1/2

Leadership Communication

Interpersonal

Group problem Solving

Peer Coaching and feedback

Consensus decision making

Conflict management

Project management


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Skills Needed -2/ 2

Team dynamics Process Improvement

Change of Perception of Team


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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


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Experiment on JMI

Halid 8 45 am

15 people

Daily meeting and discussion

Rest 30 minutes in afternoon

Scram


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Agenda of Meetings

Motivation sharing

Improvement projects

Group and individual appraisal

Problems and solutions sharing

Ways to increase sales and customerbase

Ways to upgrade customer service,grooming

housekeeping and mechanizing

Get to know each other activities

Training


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Cultivating world classcustomer care


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Customer Care Driven

Customer Care Complete JMIs Training

Still no positive results. It proves my

hypothesis is right. It is theorganizational system (80%) thatcontribute to the indifferent of customer

service


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What are we doing now?

Completed customer care training atH=JMI within six week time

Completed the manual writing (Farha)

Training at Malacca (5th-13th Sept)


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Weekly focus Floor Meeting, DailyBriefing

Competition

Poster

Customer Survey form

Remember customer names

Field study on JMI OrganizationSystem Manpower, Roles andresponsibilities, Leadership styleetc.


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Operasi Akar 2

Operational excellency drivenNesan

360 degree feedback for Leadership

style Set up Ground Rules of Human

Relationships


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Upgrading operational

excellence

Operational Excellency Driven


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Operational Excellency Driven

Implement housekeeping andmechanizing display


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What do we do now?

Training an audit SKE Begin training at JMI


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Building, expandingand manageknowledge

Knowledge Management


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Knowledge Management

E Learning Internet Strategy

Portal Information

Community of Expert Best Practice/Lesson-Learned

Sharing

Enlarge learning channels


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E Learning Build learning module online for managers

and executives to learn Incorporating LMS into our recording system

Experimenting short and practical topic suchas:

10 minutes learning on effective emailwriting

10 minutes learning on vendor negotiation

10 minutes learning on English forcustomer service

Internet Strategy


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Internet Strategy

Search information for competitiveedge

Teach internet search strategy

Formulate internet user policy to drawboundaries of surfing and searching

Train buyers, HR, branch executive

etc. Create directory search for relevant

departments

Portal Information


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Portal Information

Put up useful information ontraining department

Provide a online suggestion and

feedback format

Community of Expert


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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


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Best Practice/Lesson LearnedSharing

Invite experts to share such as Victorand Halim

Facilitate the session to have tangible

outcome



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Access to Public Library Access to Magazines

Access to Internet

Access to books (RM 300)

Wh d d ?


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What do we do now?

Facilitate Halims session Gather the list of skills from HR

personnel

Doing some studies on LMS and emodule

Wh d f h ?


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Have web presence at intranet (Oct) Put up e Module online (Nov)

Wh d h ?


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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

N t


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Next

Have weekly meeting Have weekly strategy discussion to

generate action plan

Have weekly training

to Estrategico Sem01 Sesion 1

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