training summary -1020.doc

ZEBCO supplier TrainingAccess China Trade Service Co,LCZEBCO Supplier Training SummaryTraining Time:Oct. 14th 15th , 2003Training Venue: Conference room of Haibo in Ning Bo, ChinaParticipants:32 Haibo participants from:- Planning Dept- Production Dept 1 & 2- Business Unit- QC Dept- Technical Center- Administrative OfficeNote: Detailed participants name list please refer to Training Summary Appendix - 2 Delivered by:Mr. Eric Zhang, ( President of Access China Trade Service Co. LC)Training content review:Objectives:- To understand concept and importance of total customer satisfaction - To pursue excellence - To understand Zebcos corporate culture and concepts- To learn cross culture business communication principles and skillsCourse outline:Part I : Total Customer Satisfaction- Group discussion: Your understanding of Haibos client- Subsequence of customer dissatisfaction - How to achieve customer satisfaction moment of truth- Group discussion: Zebcos expectation to us- American clients expectation to Chinese providers- Key issues in to achieve customer satisfaction- Case study: TTC quality inspection result- Team work to achieve customer satisfaction- Homework: Your departments improve plan to achieve customer satisfactionPart II: Pursue excellence- Group discussion: What is excellence- Concept of pursuing excellence- Procedures and methods of continuous improvement- Confirm your input- Get feed back from customer - Homework: Evaluate your working procedure and design improvement planPart III: American and Zebcos culture and concepts- Group discussion: whats your understanding about Zebco- “ Servant Leadership”Part IV: Communication skills - Cross culture communication- Principle of communications- How to solve problem through communication- Procedures of communication- Group discussion: How do you see Zebco staffs communication style, which part you like, which are not used to?- How to inform a bad news- How to communicate with dissatisfied customerPart V: Question and answersTraining effectiveness evaluation:1. Participants training evaluation analysis:- The following analysis is based on 31 effective questionnaires collected from participants item 11training is helpful to my future workitem 10trainer can effectively communicate with participantsitem 9trainer has instructive views about the topicitem 8training is well organizeditem 7trainer is fully prepareditem 6training time durationitem 5activities designed are helpful to understand contentitem 4can improve my business communication skillsitem 3can help me better understand current situationitem 2content is interestingitem 1Overall evaluation about this trainingNote: Grade: 12345Pooracceptableokgoodexcellent- Participants are most satisfied with:n Trainer has instructive view about the topic (item 9: 4.48)n Trainer is well prepared ( item 7: 4.48)n This training is very helpful to my work in the future (item 11: 4.42)- Participants are rather satisfied with:n Training is well organized ( item 8: 4.42)n I am interested in the training contents (item 2: 4.39)n Training can improve my business communication skills ( item 4: 4.32)- Participants are lest satisfied with:n Training duration (3.45) they think training time is too short (even though actual training time was 2 hours prolonged than schedule)- Participants grading and comments written in questionnaires are quite objective. Compared with our past training experience, Haibos staff did seriously evaluate this training. 2. Some comments from participantsGain:- “Help me better understand the culture, history and current status of Zebco”- “Better understand cross culture communication problems and how to handle them”- “Learn the concept of Total Customer Satisfaction / Moment of Truth”- “Notice the sequence of customer dissatisfaction, will improve my work efficiency”- “Understand how to effectively communicate with Zebco”- “notice my own gap” - “change my view about the client”- “impressed by lots new concepts”Suggestion:- “We should broaden the communication platform between two companies. Now its too limited mostly through Operation Dept”;- “To provide more time and systematic training”; - “More in-depth training to provide further specific methods to cooperate with Zebco”;- “Also can organize some technical exchanges”;- “Hope to learn more information about Zebco” (eg. Its organization chart, development plan, its consumer - “and more information about Haibos development plan”Comment excerpts of some key participants:1) Mr. Fang Yanggang:- Gain: Learned new concepts, recognized my gap, showed me the direction where I should head to; I am impressed by lots of new concepts, but still need to take time to digest- Suggestion: The training time is too short2) Ms. Wang Zhenfei- Gain: This training help me understand some American culture, but not thorough; - Suggestion: Case about communication is not enough; more training. 3) Ms. Li Xiaodao- Gain: Better understand Zebcos culture; Should improve communication skills as a bridge dept between two companies, and to try best to satisfy customer need- Suggestion: Hope there are further chances to introduce American culture and behaviors4) Mr. Jiang Yongping:- Gain: Learned the principle and behavior of American people, gained confidence towards future- Suggestion: /d5) Mr. Zhu feng:- Gain: How to better communicate with client, learn knowledge of “total Customer Satisfaction” and “MOT” .- Suggestion: Longer training6) Mr. Luo Xifeng- Gain: Better understand the importance of Customer Satisfaction and effective communications, this is very helpful to my future work; Learned some cross culture difference and Zebcos culture, which enable better communication with Zebco- Suggestion: Training time should be a longer; It would be better to train how to exactly handle our current daily management method and procedures7) Ms.Wang jingpei- Gain: very deep impression about the importance of Total Customer Satisfaction; learned cross culture communication skills; Learned some Zebcos culture, will help in future work- Suggestion: Training time is too short; More cases to illustrate differences in cross culture communication; Sincerely hope there could be further training and exchange chances! Our observation about participants during the training:1. Observation of their behavior in group discussions: 2. Some staff behavior we noticed in class:J Tang Chaoyang: like to think, has his own opinion, dare to speak out, eager beaverJ LI Xiaodao:Cooperative, responsive, a good assistant.J Wang jingpei: Actively thinking and responsive, can lead and contribute in group discussion, but seems not very flexible and open up . have a Chinese national work style.J Zheng Zhijie:Like to voice out, willing to communicate, but seems no influential power cause too youngJ He Xuefen:proactive, lead group discussion, though not decision maker, poor detail describing.J Xu Weijun: extroverted, fast in learning new things, open minded, stronglogistic, have stronger technical diathesis.J Wang Shaokang:like to voice out own opinion in group discussion, but undare to speak out in publicJ Zheng Bitao:Can lead group discussion, shy, gentle, not have a bright idea, not talkativeJ Luo Xifeng: Can think clearly, have his own thought, express himself well, but seems not willing to show upJ Fang Yanggang:Rather quiet during whole training process, but obviously can see he is actively listening and thinking. have many traditional concept, Impacted by new concepts and willing to take time to digest, L Zhu Feng:Can actively thinking answer and ask questions, but seems not flexible and ready to accept new things, limited expression ability, poor logistic and mandarin.L Wang Zhenfei:No contribution in group discussion, poor knowledge background and expression.L Guo Liliang:Not actively participating in group discussion, look like have a time to digestL Zheng Mingjie:Quite laid back during total course, inactively, an indrawn man3. Estimation of training impact on some key staffs:Other findings in the training:4. Most Haibo staffs knowledge / understanding about Zebco seem very limited. And they are eager to learn more (general information such as its market size, turn over, values, organizations etc);5. We can sense its now a very sensitive time. For in Q&A session, questions are centered around future strategy of Zebco and Haibo, even about HR policies6. Compared with our other previous training clients, Haibos participants are generally less expressive and responsive;7. Peoples reaction / attitude in this training will be well reflected in his adaptability into future change Training Summary Appendix 1Summary of group discussions in class:1. Topic: “How do you understand your client Zebcos expectations”?Excerpt of group discussion result: 8. Quality: no less than the specifications; quality not only to reach Zebcos requirement , but also to reach the world first class level9. Cost: be competitive10. Speed: deliver on time, facilitate the R&D speed11. Price as cheap as in China, quality as good as first class Japanese companies12. Service: excellent after sales service13. Communication: to keep close communication14. As per specific product: the touch feeling of FTr 2820 / 2830 should be the same as SHIMANO2. Topic: “how to achieve Total Customer Satisfaction” ?Excerpt of