Quantity, Quality & Consistency Draf transkrip automatik penuh. Pembetulan istilah berdasarkan sumber direkodkan secara berasingan; tanda semakan menunjukkan perkataan yang perlu diperiksa. [00:00:00–00:00:19] 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. [semak: uncertain words] [00:00:22–00:00:24] Bila staff masuk kerja kita [00:00:24–00:00:26] Apa yang kita nak wujudkan adalah [semak: uncertain words] [00:00:26–00:00:26] Policy [semak: uncertain words] [00:00:26–00:00:30] Sebab policy ni tujuan dia adalah untuk mengawal [00:00:30–00:00:32] Mengawal culture dan attitude [semak: uncertain words] [00:00:32–00:00:34] So kat sini policy sangat penting [00:00:34–00:00:36] Culture, attitude datang ofis [00:00:36–00:00:38] Pakai baju, company, tak boleh pakai [00:00:38–00:00:40] Slipper, masuk pukul berapa [semak: uncertain words] [00:00:40–00:00:42] Kena hantar report [00:00:42–00:00:43] Sebagainya apa semua ni, ini adalah culture [semak: uncertain words] [00:00:43–00:00:46] Ini adalah benda yang membentuk attitude [00:00:46–00:00:48] Macam mana nak kawal? Policy [semak: uncertain words] [00:00:48–00:00:49] Workflow [00:00:49–00:00:51] Workflow ni lepas ni buat apa tu buat apa [00:00:51–00:00:52] Ini semua adalah SOP [semak: uncertain words] [00:00:53–00:00:55] Contohnya kalau katalah kita ada satu workflow [semak: uncertain words] [00:00:55–00:00:56] Customer experience [00:00:56–00:00:59] Bila customer whatsapp kita kita nak kena set appointment [semak: uncertain words] [00:00:59–00:01:01] Lepas tu customer ni kita kena bagi dia [00:01:01–00:01:02] Kalau datang kena bagi dia teh [00:01:02–00:01:03] Lepas tu ni [00:01:03–00:01:05] So mesti ada satu simple SOP [semak: uncertain words] [00:01:05–00:01:06] SOP ni sebenarnya macam checklist je [00:01:06–00:01:08] Sebab tu orang kata [00:01:08–00:01:10] Alang kau ni tak perform takde SOP lah [00:01:10–00:01:12] SOP takde apa pun sebenarnya [00:01:12–00:01:13] SOP ni checklist je [00:01:13–00:01:16] Yang penting selain lepas SOP sebenarnya adalah training [00:01:16–00:01:18] Sebab macam mana cara nak buat teh [00:01:18–00:01:19] Contoh SOP dia adalah [00:01:19–00:01:20] Reply customer [semak: uncertain words] [00:01:22–00:01:23] Sepantas 1 jam [semak: uncertain words, number or amount] [00:01:23–00:01:24] Ok tu SOP dia [semak: uncertain words] [00:01:24–00:01:26] Oh customer kena respond laju [semak: uncertain words] [00:01:26–00:01:26] Bawah sejam [00:01:26–00:01:28] Tapi macam mana cara nak [semak: uncertain words] [00:01:28–00:01:30] Respond pada customer tu [00:01:30–00:01:30] Ayat apa [00:01:30–00:01:31] Nak send text apa [semak: uncertain words] [00:01:31–00:01:32] Nak reply [00:01:32–00:01:33] Macam nak follow up [00:01:33–00:01:33] Nak counter rejection [00:01:33–00:01:35] So that's why [00:01:35–00:01:37] Walaupun SOP ni nampak macam penting [00:01:37–00:01:38] Yang orang hype kan sangat [semak: uncertain words] [00:01:39–00:01:40] Bagi saya yang penting adalah [00:01:40–00:01:40] Training [00:01:41–00:01:42] Technical [00:01:42–00:01:42] Knowledge tu [00:01:42–00:01:44] So knowledge ni [00:01:44–00:01:45] Kita nak pass [00:01:45–00:01:46] Kena ada training [00:01:46–00:01:47] Dan last kan dia adalah [semak: uncertain words] [00:01:47–00:01:48] Motivation [00:01:49–00:01:51] Walaupun semua benda dah perfect [semak: uncertain words] [00:01:51–00:01:52] Semua benda dah perfect [00:01:52–00:01:54] Culture, attitude, policy cantik [00:01:54–00:01:56] Tampak dekat pintu-dekat pintu [semak: uncertain words] [00:01:56–00:01:57] Office, dekat pantry [semak: uncertain words] [00:01:57–00:01:58] Cun melecun [00:01:58–00:02:00] Company, handbook, staff handbook [00:02:00–00:02:01] Semua ada [00:02:01–00:02:02] Workflow cantik [00:02:02–00:02:03] Checklist semua cantik [00:02:03–00:02:05] Knowledge, training bagi [00:02:05–00:02:07] Hantar kelas sana, sini [00:02:07–00:02:09] HRDC, bagai-bagai semua [semak: uncertain words] [00:02:09–00:02:10] Tapi satu benda hilang [00:02:10–00:02:11] Hilanglah semua [00:02:11–00:02:12] Motivation [00:02:12–00:02:14] Kalau motivation tak ada [00:02:14–00:02:16] Terus runtuh the whole thing [00:02:16–00:02:17] Sebab apa? [00:02:17–00:02:18] Kena bayangkan macam ni tau [00:02:19–00:02:21] Agent, stockist dengan staff [semak: uncertain words] [00:02:21–00:02:21] Mana lagi perform [00:02:21–00:02:23] Biasanya agent lagi perform [00:02:23–00:02:24] Kenapa agent perform [00:02:24–00:02:26] Agent, motivation dia jelas [semak: uncertain words] [00:02:26–00:02:28] Dia adalah seorang suruh rumah [00:02:28–00:02:30] Yang nak buat income RM2,000, RM3,000 [semak: number or amount] [00:02:31–00:02:33] Walaupun dia tak ada culture yang betul [00:02:33–00:02:33] Duduk kat rumah [00:02:33–00:02:35] Tak ada siapa kawal polisi dia [00:02:35–00:02:36] Tak ada siapa kawal [00:02:36–00:02:38] Dia tak ada SOP pun kadang-kadang [00:02:38–00:02:39] Dia sendiri kena study dekat YouTube [00:02:39–00:02:41] Knowledge kena pergi beraja sendiri [00:02:41–00:02:43] Tapi dia ada pure motivation [00:02:43–00:02:45] Nak berjaya jadi agent stockist [00:02:45–00:02:45] Elok pula perform [00:02:45–00:02:47] Staff, motivation dia [00:02:48–00:02:49] Aku dah dapat RM2,000 [semak: uncertain words, number or amount] [00:02:50–00:02:52] Apa-apa pun aku dah dapat RM2,000 [semak: number or amount] [00:02:52–00:02:54] So, siapa salah? Bukan salah staff [00:02:54–00:02:56] Salah boss yang tak design [00:02:56–00:02:57] Reward culture [semak: uncertain words] [00:02:58–00:02:59] Performance based culture [00:02:59–00:03:02] Tak ada syurga, tak ada neraka [00:03:02–00:03:04] Sebab tu manusia ni macam mana Allah kawal kita [00:03:04–00:03:05] Jelas, simple [00:03:05–00:03:07] Ada syurga, ada neraka, segment [semak: uncertain words] [00:03:08–00:03:09] Culture, attitude, policy [00:03:09–00:03:10] Ni semua adalah ni [semak: uncertain words] [00:03:10–00:03:12] Workflow, knowledge, training, semua dah ada [00:03:12–00:03:14] Alak Al-Quran dah ada bagi [semak: uncertain words] [00:03:15–00:03:17] Kita dah ada panduan [00:03:17–00:03:18] Sunnah-sunnah Rasulullah [semak: uncertain words] [00:03:18–00:03:20] Kita ada hadis-hadis [00:03:20–00:03:21] Kita ada macam-macam benda [00:03:21–00:03:23] Tapi kalau tak adalah syurga dan neraka tu [00:03:23–00:03:24] Agak-agak macam mana [00:03:24–00:03:27] Tak adalah siksaan alam barzah tu [semak: uncertain words] [00:03:27–00:03:30] Tak adalah segala benda yang dah didesignkan [semak: uncertain words] [00:03:30–00:03:32] Cantik Allah dah design ni [semak: uncertain words] [00:03:32–00:03:33] Awak rasa kita sebagai manusia sekejap macam mana [semak: uncertain words] [00:03:33–00:03:34] That's why [00:03:34–00:03:35] Bila kita faham [00:03:35–00:03:36] Last sekali [semak: uncertain words] [00:03:36–00:03:38] Adalah segala mak nenek ni pun [semak: uncertain words] [00:03:38–00:03:39] Kalau tak ada ujian [00:03:39–00:03:40] Tak ada motivation [00:03:40–00:03:40] Tak ada reward [00:03:40–00:03:41] Tak ada punishment [00:03:41–00:03:42] Manusia tak akan bergerak [00:03:42–00:03:43] Sama macam staff kita [00:03:43–00:03:45] Ini hukum alam je [00:03:45–00:03:45] That's why [semak: uncertain words] [00:03:46–00:03:47] Kunci kejayaan dia [00:03:47–00:03:49] Last sekali kena diikat [semak: uncertain words] [00:03:49–00:03:50] Dengan tali rapi [00:03:50–00:03:51] Diikat secara [00:03:51–00:03:52] Mati [00:03:52–00:03:53] Ataupun secara sah [00:03:53–00:03:56] Dengan reward dan punishment [00:03:57–00:03:58] Punishment tak ramai [00:03:58–00:03:58] Yang bos berani buat [semak: uncertain words] [00:03:58–00:04:00] Reward pandai bagi [00:04:00–00:04:02] Punishment tak pandai bagi [00:04:02–00:04:03] Ada pula yang terbalik [00:04:03–00:04:04] Punishment bukan main [00:04:04–00:04:05] Reward [00:04:05–00:04:06] Kedekut [00:04:06–00:04:07] Sebab apa [00:04:07–00:04:08] Business model dia salah [semak: uncertain words] [00:04:08–00:04:09] So that's why [00:04:09–00:04:10] Empat kunci utama ni [00:04:10–00:04:11] Kena fikir terbetul [00:04:11–00:04:13] Cultural attitude [semak: uncertain words] [00:04:13–00:04:14] dikawal oleh polisi, so kena ada polisi [00:04:14–00:04:17] company, kena adalah, staff, handbook, apa semua [semak: uncertain words] [00:04:17–00:04:18] kalau tak ada polisi pun [00:04:18–00:04:20] at least kena ada, non-disclosure [00:04:20–00:04:22] agreement ke, apa-apa [00:04:22–00:04:24] kena ada satu polisi, workflow [00:04:24–00:04:26] kena ada, at least adalah checklist [semak: uncertain words] [00:04:26–00:04:29] ala checklist bodoh je, mula buat ni, buat ni [semak: uncertain words] [00:04:29–00:04:30] buat ni, buat ni, buat ni, checklist tu dalam [semak: uncertain words] [00:04:30–00:04:32] whatsapp pun dah SOP dah tu, buat je lah [00:04:32–00:04:34] saya simpen mungkin, tak ada masalah [semak: uncertain words] [00:04:35–00:04:36] knowledge training lah, so [00:04:36–00:04:38] knowledge ni, training ni mahal [00:04:38–00:04:40] tapi antara semua ni, kalau saya ranking kan [00:04:40–00:04:42] saya akan ranking motivation nombor satu [semak: uncertain words] [00:04:42–00:04:43] Nombor motivation ni sangat penting [semak: uncertain words] [00:04:43–00:04:45] Nombor 2 knowledge ni pun penting juga [semak: uncertain words, number or amount] [00:04:45–00:04:47] Sebab training tak ramai orang nak buat training [00:04:47–00:04:49] And then dia pergi pada workflow dan attitude [00:04:49–00:04:51] Sebab ini sebenarnya proses [00:04:51–00:04:52] Bila staff masuk kerja [00:04:53–00:04:55] Kita kena ajar culture [00:04:55–00:04:56] Ajar SOP [00:04:56–00:04:57] Ajar training [00:04:57–00:04:58] Waktu bagi motivation [00:04:58–00:05:00] Dan motivation ni takkan pernah habis [00:05:00–00:05:01] Sebab tu dia nombor 4 [semak: number or amount] [00:05:02–00:05:04] Walaupun awak dah bagi panduan PDF policy [00:05:04–00:05:07] Awak dah bagi SOP PDF untuk workflow [00:05:07–00:05:09] Dan awak dah buat training mingguan [00:05:09–00:05:11] tapi tanpa sistem [semak: uncertain words] [00:05:11–00:05:13] untuk motivate dia, dia tak akan termotivasi [semak: uncertain words] [00:05:13–00:05:15] sebab itulah kita ada report [00:05:15–00:05:17] kalau ingat, kita ada daily report [semak: uncertain words] [00:05:17–00:05:18] kita ada semua report-report ni [00:05:20–00:05:21] ok jumpa dalam video seterusnya [00:05:21–00:05:22] das [semak: uncertain words]