Planeamiento Estratgico

Lic. Oscar S. Yance Picn

Flujo del Proceso

Vision Prctica Restricciones subyacentes Direccin Estratgica Acciones Sistemticas Calendario de ejecucin

Definicin de Visin
Una imagen mental de lo que la organizacin desea ser en el futuro

Nueva definicin de Misin

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,

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

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

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

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

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 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

Upgrading 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 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 Halims 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