Quantity, Quality & Consistency
Source: https://coachadib.com/module/6ac0c12d561f12e15f5c84c6
Automatic full-length draft. Uncertain wording and figures require review.

[00:00:00.620 – 00:00:19.920] Empat kunci utama, Performance Culture. Performance Culture ni adalah culture, team kita buat kerja sebab dia memang didesign untuk performance. Maksudnya ada syurga, ada neraka, ada risk, ada reward dia. So, first kali, nombor satu, culture. Nombor dua, workflow ataupun SOP. Nombor tiga, knowledge, motivation. Okay, saya explain sesuatu.

[00:00:22.340 – 00:00:24.360] Bila staff masuk kerja kita

[00:00:24.360 – 00:00:26.360] Apa yang kita nak wujudkan adalah

[00:00:26.360 – 00:00:26.780] Policy

[00:00:26.780 – 00:00:30.220] Sebab policy ni tujuan dia adalah untuk mengawal

[00:00:30.880 – 00:00:32.140] Mengawal culture dan attitude

[00:00:32.140 – 00:00:34.060] So kat sini policy sangat penting

[00:00:34.060 – 00:00:36.280] Culture, attitude datang ofis

[00:00:36.280 – 00:00:38.160] Pakai baju, company, tak boleh pakai

[00:00:38.160 – 00:00:40.240] Slipper, masuk pukul berapa

[00:00:40.240 – 00:00:42.120] Kena hantar report

[00:00:42.120 – 00:00:43.960] Sebagainya apa semua ni, ini adalah culture

[00:00:43.960 – 00:00:46.220] Ini adalah benda yang membentuk attitude

[00:00:46.220 – 00:00:48.180] Macam mana nak kawal? Policy

[00:00:48.180 – 00:00:49.100] Workflow

[00:00:49.100 – 00:00:51.180] Workflow ni lepas ni buat apa tu buat apa

[00:00:51.180 – 00:00:52.320] Ini semua adalah SOP

[00:00:53.020 – 00:00:55.340] Contohnya kalau katalah kita ada satu workflow

[00:00:55.340 – 00:00:56.520] Customer experience

[00:00:56.520 – 00:00:59.220] Bila customer whatsapp kita kita nak kena set appointment

[00:00:59.220 – 00:01:01.160] Lepas tu customer ni kita kena bagi dia

[00:01:01.160 – 00:01:02.960] Kalau datang kena bagi dia teh

[00:01:02.960 – 00:01:03.640] Lepas tu ni

[00:01:03.640 – 00:01:05.300] So mesti ada satu simple SOP

[00:01:05.300 – 00:01:06.840] SOP ni sebenarnya macam checklist je

[00:01:06.840 – 00:01:08.180] Sebab tu orang kata

[00:01:08.180 – 00:01:10.440] Alang kau ni tak perform takde SOP lah

[00:01:10.440 – 00:01:12.220] SOP takde apa pun sebenarnya

[00:01:12.220 – 00:01:13.400] SOP ni checklist je

[00:01:13.400 – 00:01:16.360] Yang penting selain lepas SOP sebenarnya adalah training

[00:01:16.360 – 00:01:18.320] Sebab macam mana cara nak buat teh

[00:01:18.320 – 00:01:19.540] Contoh SOP dia adalah

[00:01:19.540 – 00:01:20.840] Reply customer

[00:01:22.040 – 00:01:23.040] Sepantas 1 jam

[00:01:23.040 – 00:01:24.400] Ok tu SOP dia

[00:01:24.400 – 00:01:26.140] Oh customer kena respond laju

[00:01:26.140 – 00:01:26.800] Bawah sejam

[00:01:26.800 – 00:01:28.400] Tapi macam mana cara nak

[00:01:28.400 – 00:01:30.080] Respond pada customer tu

[00:01:30.080 – 00:01:30.960] Ayat apa

[00:01:30.960 – 00:01:31.860] Nak send text apa

[00:01:31.860 – 00:01:32.320] Nak reply

[00:01:32.320 – 00:01:33.080] Macam nak follow up

[00:01:33.080 – 00:01:33.780] Nak counter rejection

[00:01:33.780 – 00:01:35.180] So that's why

[00:01:35.180 – 00:01:37.500] Walaupun SOP ni nampak macam penting

[00:01:37.500 – 00:01:38.620] Yang orang hype kan sangat

[00:01:39.260 – 00:01:40.520] Bagi saya yang penting adalah

[00:01:40.520 – 00:01:40.920] Training

[00:01:41.580 – 00:01:42.100] Technical

[00:01:42.100 – 00:01:42.980] Knowledge tu

[00:01:42.980 – 00:01:44.400] So knowledge ni

[00:01:44.400 – 00:01:45.360] Kita nak pass

[00:01:45.360 – 00:01:46.100] Kena ada training

[00:01:46.100 – 00:01:47.860] Dan last kan dia adalah

[00:01:47.860 – 00:01:48.680] Motivation

[00:01:49.400 – 00:01:51.080] Walaupun semua benda dah perfect

[00:01:51.080 – 00:01:52.580] Semua benda dah perfect

[00:01:52.580 – 00:01:54.840] Culture, attitude, policy cantik

[00:01:54.840 – 00:01:56.000] Tampak dekat pintu-dekat pintu

[00:01:56.000 – 00:01:57.320] Office, dekat pantry

[00:01:57.320 – 00:01:58.300] Cun melecun

[00:01:58.300 – 00:02:00.680] Company, handbook, staff handbook

[00:02:00.680 – 00:02:01.200] Semua ada

[00:02:01.200 – 00:02:02.700] Workflow cantik

[00:02:02.700 – 00:02:03.960] Checklist semua cantik

[00:02:03.960 – 00:02:05.960] Knowledge, training bagi

[00:02:05.960 – 00:02:07.380] Hantar kelas sana, sini

[00:02:07.380 – 00:02:09.080] HRDC, bagai-bagai semua

[00:02:09.080 – 00:02:10.900] Tapi satu benda hilang

[00:02:10.900 – 00:02:11.660] Hilanglah semua

[00:02:11.660 – 00:02:12.400] Motivation

[00:02:12.400 – 00:02:14.500] Kalau motivation tak ada

[00:02:14.500 – 00:02:16.660] Terus runtuh the whole thing

[00:02:16.660 – 00:02:17.140] Sebab apa?

[00:02:17.140 – 00:02:18.620] Kena bayangkan macam ni tau

[00:02:19.280 – 00:02:21.100] Agent, stockist dengan staff

[00:02:21.100 – 00:02:21.920] Mana lagi perform

[00:02:21.920 – 00:02:23.320] Biasanya agent lagi perform

[00:02:23.320 – 00:02:24.660] Kenapa agent perform

[00:02:24.660 – 00:02:26.880] Agent, motivation dia jelas

[00:02:26.880 – 00:02:28.860] Dia adalah seorang suruh rumah

[00:02:28.860 – 00:02:30.260] Yang nak buat income RM2,000, RM3,000

[00:02:31.300 – 00:02:33.220] Walaupun dia tak ada culture yang betul

[00:02:33.220 – 00:02:33.980] Duduk kat rumah

[00:02:33.980 – 00:02:35.420] Tak ada siapa kawal polisi dia

[00:02:35.420 – 00:02:36.180] Tak ada siapa kawal

[00:02:36.180 – 00:02:38.460] Dia tak ada SOP pun kadang-kadang

[00:02:38.460 – 00:02:39.900] Dia sendiri kena study dekat YouTube

[00:02:39.900 – 00:02:41.520] Knowledge kena pergi beraja sendiri

[00:02:41.520 – 00:02:43.620] Tapi dia ada pure motivation

[00:02:43.620 – 00:02:45.020] Nak berjaya jadi agent stockist

[00:02:45.020 – 00:02:45.720] Elok pula perform

[00:02:45.720 – 00:02:47.180] Staff, motivation dia

[00:02:48.060 – 00:02:49.300] Aku dah dapat RM2,000

[00:02:50.500 – 00:02:52.060] Apa-apa pun aku dah dapat RM2,000

[00:02:52.060 – 00:02:54.040] So, siapa salah? Bukan salah staff

[00:02:54.040 – 00:02:56.120] Salah boss yang tak design

[00:02:56.120 – 00:02:57.440] Reward culture

[00:02:58.520 – 00:02:59.960] Performance based culture

[00:02:59.960 – 00:03:02.180] Tak ada syurga, tak ada neraka

[00:03:02.180 – 00:03:04.380] Sebab tu manusia ni macam mana Allah kawal kita

[00:03:04.380 – 00:03:05.360] Jelas, simple

[00:03:05.360 – 00:03:07.340] Ada syurga, ada neraka, segment

[00:03:08.080 – 00:03:09.560] Culture, attitude, policy

[00:03:09.560 – 00:03:10.760] Ni semua adalah ni

[00:03:10.760 – 00:03:12.860] Workflow, knowledge, training, semua dah ada

[00:03:12.860 – 00:03:14.280] Alak Al-Quran dah ada bagi

[00:03:15.420 – 00:03:17.040] Kita dah ada panduan

[00:03:17.040 – 00:03:18.480] Sunnah-sunnah Rasulullah

[00:03:18.480 – 00:03:20.020] Kita ada hadis-hadis

[00:03:20.020 – 00:03:21.020] Kita ada macam-macam benda

[00:03:21.020 – 00:03:23.560] Tapi kalau tak adalah syurga dan neraka tu

[00:03:23.560 – 00:03:24.320] Agak-agak macam mana

[00:03:24.320 – 00:03:27.400] Tak adalah siksaan alam barzah tu

[00:03:27.400 – 00:03:30.940] Tak adalah segala benda yang dah didesignkan

[00:03:30.940 – 00:03:32.000] Cantik Allah dah design ni

[00:03:32.000 – 00:03:33.800] Awak rasa kita sebagai manusia sekejap macam mana

[00:03:33.800 – 00:03:34.300] That's why

[00:03:34.300 – 00:03:35.360] Bila kita faham

[00:03:35.360 – 00:03:36.600] Last sekali

[00:03:36.600 – 00:03:38.140] Adalah segala mak nenek ni pun

[00:03:38.140 – 00:03:39.200] Kalau tak ada ujian

[00:03:39.200 – 00:03:40.000] Tak ada motivation

[00:03:40.000 – 00:03:40.680] Tak ada reward

[00:03:40.680 – 00:03:41.300] Tak ada punishment

[00:03:41.300 – 00:03:42.760] Manusia tak akan bergerak

[00:03:42.760 – 00:03:43.960] Sama macam staff kita

[00:03:43.960 – 00:03:45.180] Ini hukum alam je

[00:03:45.180 – 00:03:45.640] That's why

[00:03:46.540 – 00:03:47.840] Kunci kejayaan dia

[00:03:47.840 – 00:03:49.200] Last sekali kena diikat

[00:03:49.200 – 00:03:50.440] Dengan tali rapi

[00:03:50.440 – 00:03:51.680] Diikat secara

[00:03:51.680 – 00:03:52.740] Mati

[00:03:52.740 – 00:03:53.760] Ataupun secara sah

[00:03:53.760 – 00:03:56.040] Dengan reward dan punishment

[00:03:57.100 – 00:03:58.180] Punishment tak ramai

[00:03:58.180 – 00:03:58.840] Yang bos berani buat

[00:03:58.840 – 00:04:00.860] Reward pandai bagi

[00:04:00.860 – 00:04:02.080] Punishment tak pandai bagi

[00:04:02.080 – 00:04:03.220] Ada pula yang terbalik

[00:04:03.220 – 00:04:04.420] Punishment bukan main

[00:04:04.420 – 00:04:05.180] Reward

[00:04:05.180 – 00:04:06.000] Kedekut

[00:04:06.000 – 00:04:07.100] Sebab apa

[00:04:07.100 – 00:04:08.180] Business model dia salah

[00:04:08.180 – 00:04:09.600] So that's why

[00:04:09.600 – 00:04:10.840] Empat kunci utama ni

[00:04:10.840 – 00:04:11.840] Kena fikir terbetul

[00:04:11.840 – 00:04:13.120] Cultural attitude

[00:04:13.120 – 00:04:14.880] dikawal oleh polisi, so kena ada polisi

[00:04:14.880 – 00:04:17.100] company, kena adalah, staff, handbook, apa semua

[00:04:17.640 – 00:04:18.780] kalau tak ada polisi pun

[00:04:18.780 – 00:04:20.820] at least kena ada, non-disclosure

[00:04:20.820 – 00:04:22.840] agreement ke, apa-apa

[00:04:22.840 – 00:04:24.700] kena ada satu polisi, workflow

[00:04:24.700 – 00:04:26.380] kena ada, at least adalah checklist

[00:04:26.380 – 00:04:29.280] ala checklist bodoh je, mula buat ni, buat ni

[00:04:29.280 – 00:04:30.580] buat ni, buat ni, buat ni, checklist tu dalam

[00:04:30.580 – 00:04:32.840] whatsapp pun dah SOP dah tu, buat je lah

[00:04:32.840 – 00:04:34.360] saya simpen mungkin, tak ada masalah

[00:04:35.040 – 00:04:36.420] knowledge training lah, so

[00:04:36.880 – 00:04:38.140] knowledge ni, training ni mahal

[00:04:38.660 – 00:04:40.820] tapi antara semua ni, kalau saya ranking kan

[00:04:40.820 – 00:04:42.420] saya akan ranking motivation nombor satu

[00:04:42.420 – 00:04:43.820] Nombor motivation ni sangat penting

[00:04:43.820 – 00:04:45.920] Nombor 2 knowledge ni pun penting juga

[00:04:45.920 – 00:04:47.300] Sebab training tak ramai orang nak buat training

[00:04:47.300 – 00:04:49.280] And then dia pergi pada workflow dan attitude

[00:04:49.280 – 00:04:51.160] Sebab ini sebenarnya proses

[00:04:51.160 – 00:04:52.340] Bila staff masuk kerja

[00:04:53.400 – 00:04:55.320] Kita kena ajar culture

[00:04:55.320 – 00:04:56.520] Ajar SOP

[00:04:56.520 – 00:04:57.720] Ajar training

[00:04:57.720 – 00:04:58.980] Waktu bagi motivation

[00:04:58.980 – 00:05:00.600] Dan motivation ni takkan pernah habis

[00:05:00.600 – 00:05:01.480] Sebab tu dia nombor 4

[00:05:02.100 – 00:05:04.900] Walaupun awak dah bagi panduan PDF policy

[00:05:04.900 – 00:05:07.360] Awak dah bagi SOP PDF untuk workflow

[00:05:07.360 – 00:05:09.420] Dan awak dah buat training mingguan

[00:05:09.420 – 00:05:11.420] tapi tanpa sistem

[00:05:11.420 – 00:05:13.640] untuk motivate dia, dia tak akan termotivasi

[00:05:13.640 – 00:05:15.160] sebab itulah kita ada report

[00:05:15.160 – 00:05:17.140] kalau ingat, kita ada daily report

[00:05:17.140 – 00:05:18.800] kita ada semua report-report ni

[00:05:20.040 – 00:05:21.420] ok jumpa dalam video seterusnya

[00:05:21.420 – 00:05:22.000] das