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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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What can we do further?
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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What can we do further?
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
Enlarge learning channels
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Enlarge learning channels
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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What can we do further?
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