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1、CompanyLOGOStrategy PlanningTraining Department Mydin Mohammed Holding BerhadD收集提供收集提供,版权归原作者所有版权归原作者所有Process Flow Practical Vision Underlying Constraint Strategic Directions Systematic Actions Implementation TimelineVision: Definition A mental picture of what the organization should look like in t
2、he future 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, produc
3、t 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 employe
4、es Our measures of success is based on Hours of training Persons trained Classes delivered Media Produced Instructional objectives accomplished Course catalogsTransformation Traditional Training Performance Driven(refer to HPI Model)Comparison Sample Mission statement Measures of success Origin of p
5、erformance problems Audience served Relationship with organizational goals Perception of others Staff skills required Potential survival in difficult timesRolesPastTrainerFuture: 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 TrainingTraining skills Delivering Training Creating lesson plans Media Production Department Budgeting Course Scheduling Coordinating events Developing s
7、urvey, questionnaires Manage external vendors or trainersOld Relationship with Organization Support function Cost center Little relationship exists between dept activities and organizational goalsNew Relationships Proactive Function Profit Center Documented savings related to waste, turnover, defect
8、s, and downtime A high relationship exists with organizational goalsTraditional Training Function Indirect link to organizational bottom line Lack of management support No relation to other organizational Initiative Lack of respect and credibilityStrategic DirectionLearning Organization that encompa
9、sses: 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 knowledgeCompanyLOGOImproving organi
10、zational learning capabilitiesOrganizational 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 etcLearning Widening le
11、arning 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 CourseFocus on the foundation for first year Customer Care
12、 Retail Training Housekeeping Merchandizing Display English Supervisor Development Team Development HR competency trainingWhat we do now Conduct fundamental training Setting up team learning Applying facilitative and multi-sensory training What can we do further? Exploring latest training methodolog
13、y Widening learning opportunities such as Certificate Program CompanyLOGOFacilitating organization development or reengineeringOrganization Development/Reengineering Function as Process facilitator Using various facilitator tools such as HPE: Performance FishBone 5 Why Flow Chart Run Chart Needed fo
14、r 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 Col
15、lecting problems facing by employees through customer service training- Trg DeptJMI: 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 infor
16、mation 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 systemsWhat can we do further? Facilitating the final project management by doing mental rehearsal for Hy
17、permarket 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 MydinThings to remember Water and stone Human psychology Positive o
18、rientated Ambience Beware of peopleCompanyLOGOBuilding team based workforce to enhance productivityBuilding 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 indu
19、stry Implement in MNC Manufacturing such as AMD, Nestle and Komag in MalaysiaWhat is SDWT? Empower to make decisions Know each other jobs Supervisors act as facilitator Accountable for work group Facilitator, team leader and team memberSkills needed 1/2 Leadership Communication Interpersonal Group p
20、roblem Solving Peer Coaching and feedback Consensus decision making Conflict management Project managementSkills Needed -2/ 2 Team dynamics Process ImprovementChange of Perception of Team Members Accept change Try new things Take on more responsibilties Held accountable Take actions Act in the best
21、interest of team Take risks Be open mindedExperiment on JMI Halid 8 45 am 15 people Daily meeting and discussion Rest 30 minutes in afternoon ScramAgenda of Meetings Motivation sharing Improvement projects Group and individual appraisal Problems and solutions sharing Ways to increase sales and custo
22、mer base Ways to upgrade customer service, grooming housekeeping and mechanizing Get to know each other activities TrainingCompanyLOGOCultivating 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
23、 organizational system (80%) that contribute to the “indifferent” of customer serviceWhat 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
24、 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 Relatio
25、nshipsCompanyLOGOUpgrading operational excellenceOperational Excellency Driven Implement housekeeping and mechanizing displayWhat do we do now? Training an audit SKE Begin training at JMICompanyLOGOBuilding, expanding and manage knowledgeKnowledge Management E Learning Internet Strategy Portal Infor
26、mation Community of Expert Best Practice/Lesson-Learned Sharing Enlarge learning channelsE 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 wr
27、iting 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 e
28、tc. Create directory search for relevant departmentsPortal Information Put up useful information on training department Provide a online suggestion and feedback formatCommunity of Expert Gather expert for sharing knowledge Collect list of skills, knowledge, hobbies and achievement of every employees
29、 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 outcomeEnlarge learning channels Access to Public Library Access to Magazines Access to Internet Access to books (RM 300)Wha
30、t do we do now? Facilitate Halims session Gather the list of skills from HR personnel Doing some studies on LMS and e moduleWhat 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 workbookNext Have weekly meeting Have weekly strategy discussion to generate action plan Have weekly training