Customer Service Improve Via Training Dept

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Operation AkarAug 2005

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Vision

• To improve Customer Service of Mydin• To improve working environment at

Mydin

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Strategies

• Employ three strategies

a. Training Strategy b. Organization Development Strategy c. Learning Strategy

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Training Strategy

• Training Strategy: a. Training Classes for Customer Service

b. Supervisory Skills

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Org Development Strategy:

a.Mental Rehearsal for JMI Renovation 3 time a week

b.Operation Akar Committee Meeting every Wednesday

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Customer Care Team

• Objective• A. Serve Customer• B. Retain customer• C. Manage Basket

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Training Strategy: Customer Trg

• Customer Service Trg• 2 days• 10 Principles• Involved Case studies, Discussion,

Sharing• 291 people for JMI (from 12 July – 27

Aug)• 3 batches has gone thru the course• Good respond

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Operation Akar

• Challenge to make JMI the role model• Provide a “Kedai Runcit” experience

that is “mesra dan rapat”• Focus on Internal and external

customer• We also have a Mascot: salina. We will

frame her. The only toy that hug by everyone in JMI.

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Trg Strategy: Supervisory Skils

• 1 day trg• Focus on skills of • Delegation, motivation, discipline,

communication and work planning• Every Asst Supervisor, Supervisor, MT

and Eexcutive

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Training Strategy: Decentralize Training Responsibilities

• Delegate the Induction program to HR of each branch. HR of HQ become R&D Center

• We hold “train the trainer” session:• “delivery skills” • content of Induction program

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Training Strategy: Enlarge Network of Trainer

• Identify suitable internal employee to help training

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2. Organization Dev Strategy: Focus Group

• Set up Focus Group• Teach them team building skills• Facilitate Discussion• For example: Cashier, SA, Store etc

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Focus Group: Tackle Non Trg Issues to Improve Customer Service

• To improve org effectiveness, we focus on trg issue (10%) and non trg issue (90%)

• Juran Quality: 80% errors are due to Company system

• Faciliate discussion, follow up, deadline and person in charge

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Focus Group: Tackle Non Trg Issues to Improve Customer Service

• SA serve customer: Implement Customer Care

Team – Pilot run for a month

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Focus Group: Improve Buyer Bargaining Power

• Request to improve negotiation power through seminar

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Focus Group: Improve Team Cooperation in IT

• Request to enhance cooperation

• Supervisory skills• Facilitate discussion to tackle

issues• Communication skills

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Organization Dev Strategy: Project Management

• Use “Mental Rehearsal method” to facilitate project coordination and “share leadership” mode

• For example: Awana Executive Seminar, JMI Renovation

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Mental Rehearsal

• Gather leaders• Mental Rehearsal for Job Function (improve

ideas)• Mental Rehearsal for Event Flow (coordination)• Mental Rehearsal: Finalizing Unfinished

Business• Physical Rehearsal• Briefing (Ground Rules, Ways of doing

things)

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Results

• Finished 2 hours earlier in Zone 1• Cooperation among department – team

building and pleasant experience. (Operation Manager commented that it

is better than Giant. Never seen such a smooth process before)

• Request to do it in Selayang renovation

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3. Learning Strategy: Team Learning

• The team focus on one subject matter and discuss the subject systematically

Sharing

Sharing

Sharing

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3. Learning Strategy: Facilitate De Briefing

• Facilitate Discussion and de briefing of Team Building

• Participants learn the important of planning, organizing, communication through de briefing

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Learning Strategy: Knowledge Management

• Intranet: provide Information and e Learning

• Community of Practice (CoP)• Teach Internet research to enhance

information management skills of employees:

• Discussion Group, • Expert Network (Virtual Library),

product sourcing like Alibaba, EC 21• Article and document etc

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4. Consulting Strategy

• Housekeeping• Merchandising• Safety

• Implement in SKE by Nesan

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Summary

1. Enlarge training dept function: Training, Learning, Consulting and Org

Dev2. Trg Stretegy: focus on critical skills3. Learning Strategy: knowledge

management (Oct)4. Org Dev: Focus Group and Mental

Rehearsal5. Consulting: SKE Project by Nesan