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When I was hired to manage PC
Unlimited Ampang outlet in August 1996....
I was told that :
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It was the worst branch of PC Unlimited chain of computer stores.
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Everyone said that the staff there were not discipline and had the worst
reputation.
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It would face closure if situation there do not improve.
When I arrived there to start work,
I found out that :
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The store was in a mess and dirty. Rubbish can be found everywhere.
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Display of merchandise was not proper.
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Lack of merchandise for display as well as for sale.
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The shelves or gondolas were not properly arranged to maximize capacities
and were not in a "present looking" order.
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The sales staff (CSA) did not entertain customers who walk in.
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There were law and order or rules (CSA were smoking, playing games, chit-chatting,
read books or magazine and even eating in the store’s trading area).
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The staff came to work as and when they liked (sometimes they just did
not turn up for work without informing).
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The staff were late and attendance record was not kept properly.
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The staff were changing the Duty Schedule as and when they like (to whatever
they like).
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Some staff had attitude problem, did not treat customers properly and even
were rude to customers.
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Junior staff did not respect senior staff.
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There was no proper hierarchy (no supervisors, no assistants, no departments).
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Staff were not motivated. They were "lost".
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The staff did not have product knowledge and adequate information.
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There was no proper work flow or procedures. Everyone did things their
own way.
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There were no proper paper work set. Documents were wrongly used, wrongly
filed, lost or lying everywhere.
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There were no proper tracking systems on work flow or paperwork thus no
control elements.
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The store room was in a mess. Trading stock, spoilt stock and unidentified
stock were everywhere.
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The average store sales was about RM180K per month.
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Reinforced strict discipline among the staff.
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Set rules and regulation.
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Set mission, goals and vision.
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Created "Employee of the Month" award to motivate all staff. $100
was contributed to this effort personally (from my own pocket).
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Conducted small training on sales, customer satisfaction, handling customers’
complain from time to time.
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All staff were train to entertain and greet every customer who walk in
as to project the company’s motto of "Your Friendly Computer Store".
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All staff were trained to maintain high degree of hygiene / cleanliness.
They were told to pick up small rubbish by hand if they have to.
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Reorganized the structure and hierarchy system and created various departments.
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Practised a high degree of delegation with appointment of various supervisors.
This delegation also helped to train and provide exposure for further promotion.
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Supervisory training was given to the appointees.
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Junior staff were trained to respect the senior staff especially the supervisors.
They were also trained to address the supervisor with appropriate titles
such as Mister, Cik or Encik before the name.
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Revamped merchandising to maximize floor space and return per square feet
at the same time creating a friendly atmosphere for walk-in customers.
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Recruited new employees and ensured the optimum staffing was achieved.
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Maintained high level of morale and discipline among staff with motivational
training and meetings.
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Delegated small functions to all staff so that they learn responsibilities
and better understanding of the trade.
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Implemented control in various areas such as Confirmation Form Tracking
Report, Good Return Notes Tracking Report, Service Order Tracking Report
and subsequently trained and delegated to supervisors.
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Implemented appropriate work flow in Sales Department and Technical Department.
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Implemented better filing system in Sales Department, Technical Department
and Administration Department.
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Conducted training for all the staff and ensured proper paper work, work
flow and filing system were being maintained.
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Ensured submission of daily, weekly and monthly reports to Head Office
as promptly as possible.
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Ensure appropriate amount of work force daily with careful planning the
daily working schedule and created the "partnering" system.
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Rearranged the store room and technical department to ensure easy access
of items, better organized and identification of items.
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Working hours were changed to start half an hour earlier to allow the staff
to get the store ready for customers before opening.
By April 1997, the achievement are:
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$350K sales in February 1997 and $446K sales in March 1997.
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Quoted by the Senior Retail Manager having the highest Return Per Square
Feet among all other branches.
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Quoted by the Finance Manager being one of the best in documentation and
submission.
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Quoted by Human Resource Executive of having the right structure and hierarchy
system.
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Having the most optimized number of staff force.
Note :
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I had my wedding on the 4th August 1996. I started work on 6th August 1996,
requested by the General Manager, as the store needed a manager as soon
as possible. I had therefore sacrificed my honeymoon, which to me was and
still is an important sacrifice of my life..
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I had worked continuously for the first two months, working full shift
(the morning plus the evening shift or sometime called whole day shift)
without a single day off / rest.
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On two occasions I stayed up to 11pm and 12 midnight at customer’s premises
to solve "the leasing problem", a problem created by the previous manager
of the store.
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I had personally contributed $100 every month on "Employee of the Month"
award which I created to motivate the staff.
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I started the control on overtime approval and a new format of attendance
record before the Human Resource Executive adopted and implemented in all
other branches after some minor modification.
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