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FMM Institute (Centre for Professional Development)

No. 8A, Jalan Pensyarah U1/28, Hicom Glenmarie Industrial Park, 40150 Shah Alam, Selangor Darul Ehsan

Tel: 03-55692950/4471/4171 Fax: 03-55692576 Email: [email protected] Website: www.fmm.org.my Training Calendar 2020

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Vision 9

FMM Institute – Profile 10

FMM Institute – Network 11

Training Scheme 12

Programme Categories:

Customised In-House Programmes 13 - 15

Corporate Training Programmes 16 - 118

1. Industry 4.0, Technical and Maintenance 17 - 25

1.1 Automation and Industry 4.0 17

1.2 An Introduction to Industrial Internet of Things (IIoT) 17

1.3 Autonomous Maintenance 18

1.4 Basic Electricity for Non-Electrical Personnel 18

1.5 Cost Reduction Techniques for Maintenance 19

1.6 Cybersecurity Awareness 19

1.7 Electrical and Air Conditioning Maintenance 20

1.8 Energy Audit 20

1.9 Green Technology and Energy Efficiency 21

1.10 HVAC Maintenance 21

1.11 Penyelenggaraan Asas Untuk Juruteknik 22

1.12 Maintenance Cost Control, Reductions and Energy Saving 22

1.13 Maintenance Planning, Scheduling and Follow Up 23

1.14 Predictive Maintenance (PdM) 23

1.15 Solar Photovoltaic System and Application 24

1.16 Technical Troubleshooting and Decision-Making for Maintenance 24

1.17 Basic Principles of Electricity 25

1.18 Effective Implementation of Total Production Maintenance (TPM) 25

2. Senior Management 26 - 29

2.1 Blue Ocean Strategy – A Case Study Approach 26

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2.2 Develop Leadership Strength with Business Focus 26

2.3 Employee Loyalty, Review and Reward: A Strategy for Effective Succession 27

2.4 Innovation and Creativity for Organisational Success 28

2.5 Leaders Raise Performance 28

2.6 Strategic Planning for Senior Management 29

3. Management 30 - 41

3.1 Applying Sun Tzu’s Art of War for Professional Success 30

3.2 Creative Thinking and Decision Making: Making the Right Choices and Overcoming Obstacles with Creativity

31

3.3 Effective Supervisory Management Skills 32

3.4 Essential Skills for Managerial Success 32

3.5 Executive Development Programme: Formula to Reach Your Potential 33

3.6 Impactful Leadership in Practice 34

3.7 Kepimpinan dan Kemahiran Motivasi 34

3.8 Kursus Motivasi, Kepimpinan, Hubungan Kemanusiaan dan Pembentukan Kumpulan Kerja

35

3.9 Leadership and People Management Proficiencies 36

3.10 Leadership Skills for Managers: A Mentoring Culture 36

3.11 Leading Conflict Resolution and Collaboration at the Workplace 37

3.12 Membina Penyelia Yang Berkesan dan Berprestasi 37

3.13 Motivasi, Hubungan Kemanusiaan, Pengurusan Masa dan Menangani Pekerja Bermasa-lah

38

3.14 Optimising Team Dynamic and Performance 38

3.15 Production Manager’s Survival Tools 39

3.16 Program Pembangunan Perkeranian 39

3.17 Supervisory Development: Develop Effective Coaching Skills to Deliver Optimum Perfor-mance (BM)

40

3.18 The Do’s and Don’ts in Decision-Making for Supervisors 40

3.19 Creative Thinking, Root Causes and Decision-Making 41

3.20 Effective Meetings: The Art of Making Meetings Work 41

4. Personal Development 42 - 49

4.1 Developing Excellent Time Management 42

4.2 Effective Planning and Time Management Skills for Supervisors 42

4.3 Emotional Intelligence (EQ) at Work: Fostering Human Relations for Success 43

4.4 Impact and Influence: The Art of Persuasion 43

4.5 Developing Positive Attitudes to Increase Productivity 44

4.6 Meningkatkan Keberkesanan Diri 44

4.7 Sharpen your Negotiation and Influencing Skills for Business Success 45

4.8 Sikap Kerja Positif 45

4.9 Transformasi Diri dan Pembentukan Personaliti Unggul 46

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4.10 Assertiveness Skills – A Practical Approach 46

4.11 Developing Competencies to Deal with Difficult People and Situations 47

4.12 Developing Powerful Presentation for Managers and Executives 47

4.13 Effective Time Management Skills and Techniques 48

4.14 Positive Work Attitudes and Behaviours 48

4.15 The Dynamics of Personal Power and Presence 49

5. Customer Service, Sales and Marketing 50 - 55

5.1 Client Handling Skills 50

5.2 Customer Relationship Management: Customer Retention 50

5.3 Frontline Customer Service and Telephone Techniques 51

5.4 Leading a Sales Team: Techniques for Breakthrough Results 51

5.5 Professional Selling Skills: Practical Guide for Success 52

5.6 Sales Negotiation: Skills to Close Deals 52

5.7 The Art of Marketing: Promote Your Products to Reach the Target Customers Effectively 53

5.8 The Magic Moment in Customer Service 54

5.9 Key Account Management 54

5.10 Selling in Tough Times 55

5.11 What Most Successful Sales Managers Do Differently

6. Human Resource and Industrial Relations 56 - 61

6.1 Conducting Training Needs Analysis (TNA) and Evaluate Training Effectiveness 56

6.2 Developing Effective Human Resource Policies and Procedures Manual 56

6.3 Developing and Reviewing Human Resource Policy & Procedures and Employee Hand-book

57

6.4 Developing Skills in HR Administration 57

6.5 Employers! Know Your Legal Rights (Understanding Employment Act 1955 with its Amendments)

58

6.6 HR for Non-HR Managers 58

6.7 Managing Employees Performance 59

6.8 Misconduct, Effective Investigation and Prosecution for Domestic Inquiry 59

6.9 A Practical Guide to Managing Discipline at Workplace 60

6.10 Absenteeism at Workplace: How to Handle and Manage Frequently-Absent Employees 60

6.11 Behavioural Interviewing Skills 61

6.12 Developing Performance Management System for Organisational Success 61

7. Financial Management 62 - 66

7.1 ABC of Finance Through Simulation 62

7.2 Collecting Difficult Accounts: Action Plan for Success 62

7.3 Corporate Liability Under S.17A of the MACC Act 2019 63

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7.4 Practical Cost and Costing Management for Planning and Control (for Manufacturing Industries)

63

7.5 Finance for Non-Financial Managers and Executives 64

7.6 Management Budgeting and Reporting 64

7.7 Sales Tax, Exemption Facilities, Implementation Issues and Health Check for Audit Preparation

65

7.8 Cost Accounting and Analysis in Industry/Commerce 65

7.9 Managing Credit in Uncertain Period 66

7.10 Managing Fraud and Credit Operations 66

8. Production, Operations, Logistics and Export Management 67 - 78

8.1 Cost Reduction Strategies for the Manufacturing Industry: Putting Strategy into Execution

67

8.2 Crafting and Management of Logistics Contract 97

8.3 Decision-Making in Warehousing 68

8.4 Effective Advanced Negotiation Skills for Business Success 68

8.5 Effective Inventory Control: Balancing Cost and Operation Efficiency 69

8.6 Fundamental Supply Chain Management Workshop to Enhance Business Effectiveness 69

8.7 Going Global: Fundamentals and Practices of Export Marketing Management 70

8.8 Lean Practices in Store, Warehouse and Logistics 71

8.9 Letters of Credit (LC) Operations and Trade Financing 71

8.10 Monitoring and Improving Factory Performance Using OEE (Overall Equipment Effec-tiveness)

72

8.11 Planning and Control for Production Efficiency 73

8.12 Operasi Stor dan Gudang 73

8.13 Pengiraan dan Penilaian Stok 74

8.14 Effective Negotiation Skills for Purchasers 74

8.15 Effective Inventory and Stores Management 75

8.16 Shop Floor Control and Management (SFCM) 75

8.17 Understanding Import, Export and Customs Procedures 76

8.18 Understanding Licensed Manufacturing Warehouse (LMW) 76

8.19 Vendor Management 77

8.20 Warehouse & Inventory Operational Audit 77

8.21 Warehouse Management in the 21St

Century: Improving Efficiency of the Supply Chain System

78

8.22 Writing Standard Operating Procedures 78

9. Quality Systems and Productivity Improvement 79 - 92

9.1 7 Alat QC dan Perlaksanaan QCC 79

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9.2 Achieving Zero Defects Through Poka Yoke 79

9.3 AS9100: 2016 Requirements and Internal Auditor Training 80

9.4 Eliminate Quality Problems Using 8D Approach 80

9.5 ISO 45001:2018 Occupational Health and Safety Requirements and Internal Auditing Training

81

9.6 ISO 14001:2015 Environmental Management System (EMS) Lead Auditing Training 81

9.7 ISO 9001:2015 Quality Management System (QMS) Internal Auditor Training 82

9.8 Productivity Workshop: 6S Housekeeping 83

9.9 Risk and Opportunity Management in the Perspectives of ISO 9001:2015 and ISO 14001:2015

84

9.10 Teknik Kawalan Kualiti Untuk QC 84

9.11 The 7 New QC Management Tools 85

9.12 Total Quality Management 86

9.13 Understanding IATF 16949:2016 Requirements 86

9.14 5S Awareness and Auditing at Workplace 87

9.15 Failure Mode and Effect Analysis (FMEA) 87

9.18 Fundamentals of Geometric Dimensioning & Tolerancing (GD&T) 88

9.19 MS 1514:2009 Good Manufacturing Practice (GMP) – General Principles of Food Hy-giene

88

9.18 IATF 16949 Core Tools 89

9.19 Introduction to Hazard Analysis & Critical Control Point (HACCP) 89

9.20 Kaizen: Create a Culture of Continuous Improvement 90

9.21 Lean Production System Training 90

9.22 Minitab Basic for Data Analysis 91

9.23 Productivity Workshop: 5S Implementation at Workplace 91

9.24 Quality Improvement Workshop: Measurement and Calibration System 92

9.25 Teknik-Teknik Peningkatan Produktiviti 92

10. Industrial Safety 93 - 107

10.1 Accident Prevention and Investigation at Workplace 93

10.2 Behaviour-Based Safety and Safety Performance Measurements 93

10.3 Environment and Safety Awareness 94

10.4 Fire Protection Systems Inspection and Audit 94

10.5 Hand and Power Tools Safety 95

10.6 Hazard Identification, Risk Assessment and Risk Control (HIRARC) 96

10.7 Occupational First Aid and Cardiopulmonary Resuscitation (CPR) Programme 96

10.8 Safe Forklift Driving Skills 97

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10.9 Scheduled Waste Management 97

10.10 Warehouse Safety and Manual Material Handling 98

10.11 Total Chemical Safety Management 98

10.12 Understanding Noise Exposure Regulations 2019: Identify Potential Improvement and Instil Safety Practices

99

10.13 Understanding and Implementing Job Safety Analysis (JSA) 99

10.14 Basic Occupational First Aid, CPR and AED 100

10.15 Chemical Safety and Noise Management at Workplace 101

10.16 CLASS Regulations 2013: Implementation and Compliance Workshop 102

10.17 Developing Effective Hearing Conservation Programme for Safe Work Environment 102

10.18 Effective Environmental, Occupational Health and Safety Management 103

10.19 Emergency Response Plan, Response Team, Evacuation Drill and Chemical Spills Clean-Up

103

10.20 Fire Prevention and Fire Fighting – Train the Trainer Course 104

10.21 Food Handling and Food Safety (awarded with Food Handling Certificate) 104

10.22 Hazard Identification and ERP for Safety and Health Committee 105

10.23 How to Develop an Effective Safety and Health Committee 105

10.24 Mengendali Bahan Kimia Dengan Selamat 106

10.25 PPE at Workplace: Promoting Good Safety Practice and Compliance 106

10.26 Operational Reach Truck Safety 107

11. Communication 108 - 111

11.1 Effective Communication Skills at Workplace 108

11.2 Effective Communication towards Efficient Problem Solving and Decision Making 108

11.3 English for Customer Service 109

11.4 Improving Interdepartmental Communication 109

11.5 Effective Business English and Report Writing 110

11.6 Enhancing Communication and Interpersonal Skills at the Workplace 110

11.7 Kemahiran Berkomunikasi dan Pembentukan Kumpulan Kerja 111

12. Information and Communication Technology 112 - 118

12.1 Microsoft Excel 2013 Essential Skills 112

12.2 Microsoft Excel 2016 Essential Skills 112

12.3 Manipulating Data Effectively with Microsoft Excel 2013 113

12.4 Manipulating Data Effectively with Microsoft Excel 2016 113

12.5 Microsoft Excel Functions and Formulas 114

12.6 Advanced Microsoft Excel Functions and Formulas 114

12.7 Data Management with PivotTable Using Microsoft Excel 115

12.8 Interactive Visual Reporting and Analysis with Microsoft Excel 115

12.9 Task Automation with Microsoft Excel Macro/VBA (Fundamental & Intermediate) 116

12.10 Task Automation with Microsoft Excel Macro/VBA (Advanced) 116

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12.11 Microsoft Access 2013 (Fundamental & Intermediate) 117

12.12 Microsoft Access 2016 (Fundamental & Intermediate) 117

12.13 Microsoft Access 2013 (Advanced) 118

12.14 Microsoft Access 2016 (Advanced) 118

Registration Details and Registration Form 119

Appreciation 119

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Vision

FMM’s Vision Making Malaysian Industries Globally Competitive

FMM Institute’s Vision

To be the leading organisation in providing a comprehensive range of training programmes and advanced learning opportunities with educational excellence in industry practices and technology in tandem with the nation’s surge towards developed nation status

Our Quality Policy Total commitment to service excellence and quality through continuous improvement

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FMM Institute – Profile

FMM Institute, a subsidiary company of the Federation of Malaysian Manufacturers, was established to provide industry-relevant skills training for the manufacturing and services sectors for the continuing de-velopment of the human capital. It was incorporated on January 12, 1999. The Institute on average con-ducts 1,000 programmes and trains 18,000 participants in various categories of programmes nation-wide annually.

In line with its primary objective to develop the potentials and enhance the skills of personnel at every lev-el of industry, FMM Institute offers a wide range of functional corporate training programmes to cater to the needs of the manufacturing and services sectors.

Training programmes can be specially customised to meet the training needs of industries and be con-ducted on in-house basis. In-house programmes are packaged to be cost effective for companies with no compromise on the quality of the programmes and the desired learning outcomes.

The Institute believes in lifelong learning. The range of Certificate and Professional Development pro-grammes offered provides the opportunity for working personnel to gain qualifications to upgrade them-selves for career advancement.

The Head Office is housed in Wisma FMM located at Bandar Sri Damansara, Kuala Lumpur with fully-equipped training facilities, including an IT laboratory. FMM Institute has a total of nine Branches and a Representative Office nation-wide.

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FMM Institute – Network

Selangor & Kuala Lumpur Branch No 8A, Jalan Pensyarah U1/28, Hicom Glenmarie Industrial Park 40150 Shah Alam, Selangor Tel: 03-5569 950/4471/4171 Fax: 03-55692576 E-mail: [email protected] Website: www.fmm.org.my

Programmes Contact Persons Email Address

Public Siti Nazihah / Syazwani / Azrini [email protected]

[email protected]

[email protected]

Customised In-House Fatahiyah / Wan Zawani [email protected]

[email protected]

Certificate Li Choo / Nora Liza / Norsyamira /

Josephine

[email protected]

Head Office Wisma FMM, No 3, Persiaran Dagang, PJU 9 Bandar Sri Damansara, 52200 Kuala Lumpur Tel: 03-62867200 Fax: 03-62776712 E-mail: [email protected] Website: www.fmm.edu.my

Kedah/Perlis Branch No 2, Lorong BLM 1/4 Bandar Laguna Merbok 08000 Sungai Petani, Kedah Tel: 04-4403273/628 Fax: 04-4426876 E-mail: [email protected] Contact Person: Pn Meeza Hassan

Penang Branch 2767 Mukim 1, Lebuh Tenggiri 2 Bandar Seberang Jaya 13700 Prai, Penang Tel: 04-3992057/4901/7805 Fax: 04-3994863 E-mail: [email protected] Contact Person: Mr Yeoh Ooi Huat

Johor Branch No 1 & 3, Jalan Kencana Mas 1/1 Tebrau Business Park, Kawasan Perindustrian Tebrau III 81100 Johor Bahru, Johor Darul Takzim Tel: 07-3577613 Fax: 07-3577617/7618 E-mail: [email protected] Contact Person: Ms Jessica Chu

Perak Branch No 1, Lorong Raja Di Hilir (Off Jalan Raja Di Hilir) 30350 Ipoh, Perak Darul Ridzuan Tel: 05-5488660/550/770 Fax: 05-5488221/331 E-mail: [email protected] Contact Person: Ms Nicole Choe

Eastern Branch (Pahang, Kelantan & Terengganu) B-8014, 2nd Floor, Sri Kuantan Square, Jalan Telok Sisek 25000 Kuantan, Pahang Darul Makmur Tel: 09-5156858/6857 Fax: 09-5156855 E-mail: [email protected] Contact Person: Pn Nurul Hanis

Negeri Sembilan Branch No 123, Jalan S2 D31, City Centre Seremban 2, 70300 Seremban Negeri Sembilan Darul Khusus Tel: 06-6031616/26/27 Fax: 06-6031628 E-mail: [email protected] Contact Person: Pn Aliza Ahmad

Sarawak Branch Level 5 (South), Wisma STA, 26, Jalan Datuk Abang Abdul Rahim 93450 Kuching, Sarawak Tel: 082-332784/2787 Fax: 082-332785 E-mail: [email protected] Contact Person: Ms Beatrice ak Olivia Kada

Melaka Branch D3-4, Plaza Jayamuda, Jalan Pelanduk Putih (Off Jalan Ong Kim Wee) 75300 Melaka Tel: 06-2831639/2812827 Fax: 06-2838090 E-mail: [email protected] Contact Person: Ms Chloe Leong

Sabah Representative Office No 143, 1st Floor, Block Q, Lorong Plaza Permai 1 Alamesra Plaza Permai, Sulaman Coastal Highway 88400 Kota Kinabalu, Sabah Tel: 088-447580 Fax: 088-447570 E-mail: [email protected] Contact Person: Ms Florisa Sangau

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Training Schemes

Human Resource Development Fund (HRDF)

Employers who are registered with Pembangunan Sumber Manusia Berhad (PSMB) are eligible for

training grants through the various schemes available under the HRDF. The schemes are as follows:

• SBL Scheme

Employers can claim for reimbursement from HRDF upon completion of programme. However,

approval from PSMB is required prior to commencement of programme by completing the

SBL online application form. Training grants can be considered for all types of training

programmes (both in-house and external) for the retraining and skills upgrading of employees

relevant to the needs of employers.

• SBL-KHAS Scheme

FMM Institute will claim the course fee directly from the employer’s account with HRDF. However,

approval from PSMB is required prior to commencement of programme by completing the

SBL-KHAS online application form.

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Customised In-House Programmes

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Customised In-House Training Programmes FMM Institute offers in-house training that are conducted at your premise on dates of your choice. This mode of training is cost effective and the course outlines can be customised to meet your training objectives. The benefits of FMM Institute’s in-house training: • Customised to meet objectives • Cost effective • Enhance team dynamics • Experienced facilitators with relevant industry experience • Flexibility in schedule • On-site practical sessions All in-house programmes are claimable under the SBL scheme from PSMB. Selected programmes can be offered under the SBL-KHAS scheme. Popular In-House Programmes: Management and Personal Development • Coaching and Mentoring Skills • Developing Competencies to Deal with Difficult People and Situations • Effective Time Management Skills and Techniques • Emotional Intelligence (EQ) at Work • Essential Skills for Managerial Success • Executive Development Programme • Positive Work Attitudes and Behaviours • Sharpen Your Negotiation and Influencing Skills for Business Success • Transformasi Diri dan Pembentukan Personaliti Unggul Customer Service, Sales and Marketing • Customer Service Excellence: Win and Keep Customers • Key Account Management • Professional Selling Skills • Sales Negotiation: Skills to Close Deals • Selling in Tough Times Human Resource and Industrial Relations • Behavioural Interviewing Skills • Managing Absenteeism at the Workplace • Misconduct, Effective Investigation and Prosecution for Domestic Inquiry • Understanding the Employment Act 1955 and Disciplinary Procedures Financial Management • Finance for Non-Financial Managers and Executives • Managing Credit in Uncertain Period Export Management • Import, Export Procedures, Documentation and INCOTERMS 2010 • Letters of Credit Production, Operations and Logistics • Cost Reduction Strategies for the Manufacturing Industry • Effective Logistics Operations and Management • Effective Negotiation Skills for Purchasers • Operasi Stor dan Gudang • Pengiraan dan Penilaian Stok • Production Planning and Control • Supply Chain Management

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Quality Systems and Productivity Improvement • Bengkel Produktiviti: 5S • Design of Experiment (DOE) • Failure Mode and Effect Analysis (FMEA) • Food Handling and Food Safety • IATF 16949 Core Tools • Internal Audit of ISO 9001:2015 Quality Management System (QMS) • Kaizen: Create a Culture of Continuous Improvement • Lean Production System Training • Measurement System Analysis (MSA) • Problem Solving with 7 QC Tools • Productivity Workshop: Waste Elimination • Statistical Process Control (SPC) • Teknik Kawalan Kualiti Untuk QC • Understanding ISO 9001:2015 Quality Management System (QMS) Requirements Industrial Safety and Environmental Management • Accident Prevention at Workplace • Basic Emergency First Response Team • Basic Fire Safety Programme • CLASS Regulations 2013 • Compliance with the Occupational Safety and Health Act 1994 and Its Regulations • Emergency First Aid and CPR Refresher Programme • How to Develop an Effective Safety and Health Committee • Keselamatan dan Kesihatan di Tempat Kerja • Mengendali Bahan Kimia Dengan Selamat • Safe Forklift Driving • Operational Reach Truck Safety Maintenance and Technical • Basic Electricity for Non-Electrical Personnel • Cost Reduction Techniques for Maintenance • Penyelenggaraan Asas Untuk Juruteknik • Root Cause Failure Analysis for Maintenance • Technical Troubleshooting and Decision-Making for Maintenance Supervisory Skills • Bimbingan dan Kawalan Prestasi Kerja • Kemahiran Penyeliaan Yang Berkesan • Kepimpinan dan Kemahiran Motivasi Untuk Ketua Operator • Meningkatkan Kecemerlangan Diri di Tempat Kerja • Motivasi, Hubungan Kemanusiaan, Pengurusan Masa dan Menangani Pekerja Bermasalah • Penyelesaian Masalah dan Mencapai Keputusan Yang Terbaik • Teambuilding Communication • Certificate in English Language for Business Communication (40/60 hours) • Enhancing Communication and Interpersonal Skills at the Workplace • Technical Communication in Emails, Reports & Minutes Writing • Technical Report Writing for Engineers and Professionals • The Speaker in You: Powerful Presentation and Public Speaking Skills Information and Communication Technology • Data Management with PivotTable • Microsoft Excel Functions and Formulas • Microsoft Excel Macro/VBA (Advanced) • Microsoft Excel (Fundamental – Advanced) • Microsoft PowerPoint (Fundamental – Advanced)

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Corporate Training Programmes

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1. INDUSTRY 4.0, TECHNICAL AND MAINTENANCE

1.1 Automation and Industry 4.0

Objectives Understand basic principles of automation and Industry 4.0 to meet the challenges facing manufacturing in the

future To be apprised of core technologies of Industry 4.0 in particular the knowledge of smart automation and

Industry 4.0 in manufacturing

Contents • Design and Planning of Automated Production Facilities via Simulation and Modelling

Automated Quality Control with Machine Learning and Machine Vision

- Image Matching Using Histogram

- Machine Learning in Machine Vision

- Case Study

Handling Systems and Industrial Robots

- Types of Handling Systems and Industrial Robots

- Servo Systems and Pneumatic Systems

- Programmable Logic Controllers

- Design of Robot Work Cell

- Case Study

Industrial Internet of Things (IIoT)

- Basic Architecture of IIoT

- Sensors and Instrumentation

- Data Collection and Communication

- IoT Platform

- Case Study

Who Should Attend Small and medium-size industries who want to have basic knowledge of what defines smart manufacturing and Industry 4.0. It will also appeal to others especially industrial practitioners who need to refresh on current practices

Dates: February 17, September 7

Duration: 1 day Scheme: SBL CPD Hours: 7

Fees: FMM Members RM848 Non-Members RM1,166

In-House Training Available

1.2 An Introduction to Industrial Internet of Things (IIoT)

Objectives • Gain an understanding on Industrial Internet of Things (IIoT) Able to develop basic applications of IIoT

Contents • What is IoT

IoT Implementation

Data and Sources

Sensors

Technology (Things)

Hardware

Connectivity

Cloud Platform

Case Study on Hydrogen Generator

Develop a Simple Application on Arduino Platform

Who Should Attend Managers, Engineers and Technicians from SMEs who are considering IOT applications





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1.3 Autonomous Maintenance (AM)

Objectives • Understand the importance of Maintenance

Understand the concepts of Total Productive Maintenance (TPM)

Understand the concept of AM as the second of the eight pillars of TPM

Understand various maintenance metrics including Overall Equipment Effectiveness (OEE)

Understand the 7 Steps of AM

Learn to implement the AM activities, step by step

Learn to use activity boards, meetings and one-point lessons to promote TPM goals

Identify the critical success factors in sustaining Autonomous activities in the production floor

Contents • Introduction to Maintenance

Introduction to TPM

Understanding the basic concepts of TPM – The 8 Key Pillars

Introduction to AM

Introduction to the 6 Big Losses and how to address their root causes

Losses in production process and OEE

Step by step implementation of AM

Develop TPM Culture and Improvements

Who Should Attend Plant/Production/Maintenance Engineers, Technicians, Supervisors, Plant/Operations Managers, Engineers and per-sonnel involved with Process Equipment/ Maintenance Management and Supervision

Dates: June 24-25, December 9-10

Duration: 2 days Scheme: SBL CPD Hours: 14

Fees: FMM Members RM1,378 Non-Members RM1,696


1.4 Basic Electricity for Non-Electrical Personnel

Objectives • Explain the basic electricity terms

Appreciate basic functioning of electrical devices and read electrical diagrams

Carry out simple electrical maintenance activities in the plant components

Contents • Electrical Fundamentals

- Production & Distribution of Electricity

- DC and AC

- Voltage, Current and Resistance, Ohm’s Law

- Basic Electrical Circuits: Series/Parallel

Plant Activities

- Name Plate Details of Plant Equipment

- Basic Operating Principles

- Breakdown and Basic Repairs

- Short Circuit and Overload Problems

Who Should Attend Facility Technicians and those who are not trained in the Electrical Discipline

Dates: January 13-14, July 13-14



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1.5 Cost Reduction Techniques for Maintenance

Objectives Identify essential equipment activities and non-value added work

Understand the factors contributing to maintenance operation costs

Implement cost reduction strategies in maintenance equipment, inventory, and related activities

Carry out Predictive Maintenance

Contents Introduction to Equipment Maintenance Activities

Maintenance Cost

Maximising Equipment Effectiveness

Maintenance Cost Reduction

Cost Reduction in Maintenance Approach

Spare Parts and Inventory Cost Reduction

Cost Reduction in Maintenance Tools Management

Maintenance Vendor and Fabrication Cost Reduction

Maintenance Operation Cost Control

Maintenance Activity Cost Reduction

Maintenance Cost Reduction Concepts

Maintenance Hidden Cost

Who Should Attend Managers in Maintenance, Engineering & Production, Supervisors in Maintenance & Production, Engineers, Techni-cians and those involved in Maintenance Cost Reduction Programmes

Dates: February 17-18, August 10-11




1.6 Cybersecurity Awareness

Objectives • Gain and understanding on the cybersecurity in the Industry 4.0

Expose to standard practices and cybersecurity governance

Contents • Cybersecurity Attacks and Incidents

Motivations of Attackers

Cyber Risk Management Challenges

Information Gathering and Planning

Impacts on the Industry

Security Measures and Good Practices

Standard Cybersecurity Frameworks

Policies, Organisational Practices and Technical Practices

Employee Cybersecurity Awareness

Who Should Attend This course is specifically designed for Top Management, Decision Makers and Governance Officer

Dates: May 5




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1.7 Electrical and Air Conditioning Maintenance

Objectives State the basic requirement of installation for AV or HVAC

State and describe the type of services diagnosis and how to be repaired

Identify components of air conditioning

Contents Introduction: Operating Conditions

Pump-Down and Charging

Service Diagnosis and Repairs

Electrical Fault Finding and Controls

Study of an AHU Installation, Its Elements and Controls

Who Should Attend Engineers and Technicians with some exposure to or have experience in handling or managing Air Conditioning Sys-tems

Dates: March 16-17, September 7-8




1.8 Energy Audit

Objectives • Gain knowledge about energy audit and its components

Understand the implementation of energy saving opportunities

Execute the energy efficiency audit report and measurement

Conduct energy audit and implement energy saving programmes

Contents • Introduction

Types of Energy Audit

Methods of Energy Audit

Criteria of an Effective Energy Audit

Energy Audit Instruments

Roles and Duties of Energy Auditors/Energy Saving Opportunities

Energy Audit Reporting

Who Should Attend This course is specifically designed for Top Management, Decision Makers and Governance Officer

Dates: April 15-16, October 14-15




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1.9 Green Technology and Energy Efficiency [NEW]

Objectives • Understand the importance of green technology to save energy

Understand the importance of energy efficiency to industry

Identify the potential to improve energy efficiency

Implement green technology and energy efficiency based on the nature of industry

Contents Overview of Existing Green Technology and Business Case of Green Technology Implementation

Overview of Electricity Tariffs and Regulations

Introduction to Energy Management System

Introduction to Energy Audit

Measurement, Evaluation, and Data Collection for Energy Efficiency Programme

Identification of Potential Energy Savings

Lighting and Energy Efficiency

Significant Energy Users

Development of Strategy for the Implementation of Green Technology

Who Should Attend Factory/Facility/Maintenance/Service Managers and Engineers, Senior Managerial Production and Technical personnel who are involved in managing, and operating energy-related matters in their organisations





1.10 HVAC Maintenance

Objectives Identify and measure appropriate operating conditions

Analyse the functions and to carry out preventive and corrective maintenance

Gain technical knowledge needed for decision making situations in air conditioning maintenance

Contents Introduction: Operating Conditions

Pump-Down and Charging

Service diagnosis and repairs

Electrical Fault Finding and Controls

Wiring Diagrams

Electrical Protection

Chiller

Components and Types

AHU

Case Studies

Practical Air Conditioning Maintenance Case Studies

Who Should Attend Engineers and Technicians with some exposure or experience in handling or managing Air Conditioning Systems

Dates: November 25-26




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1.11 Penyelenggaraan Asas Untuk Juruteknik

Objectives Teknik-teknik terkini untuk menjadi juruteknik yang cemerlang

Peningkatan prestasi peralatan dengan menggunakan teknik memperbaiki yang efektif

Melakukan kerja harian dengan sikap yang positif dan dengan kerjasama

Menggunakan cara proaktif oleh juruteknik dengan analisis data dan rekod

Menganalisis rekod penyelenggaraan, perancangan dan perlaksanaan kerja juruteknik

Pengurusan bengkel penyelenggaraan yang betul

Kesedaran asas keselamatan dan kesihatan kerja dan alam sekitar

Contents Penyelenggaraan

Jenis-Jenis Penyelenggaraan

Pemeliharaan Keadaan Asal Mesin

Pengekalan Piawai Operasi

Penyelenggaraan Pencegah Efektif

Pengurusan Alat Ganti

Tatatertib Unggul Penyelenggaraan

Latihan Skil Penyelenggaraan

Kesedaran Keselamatan dan Kesihatan Pekerjaan

Kesedaran Alam Sekitar

Who Should Attend All maintenance personnel will find this programme beneficial

Dates: July 20-21




1.12 Maintenance Cost Control, Reductions and Energy Saving

Objectives Understand factors contributing to maintenance cost Learn how to select suitable maintenance type Learn to optimise maintenance cost Understand energy cost impact to operation

Contents Introduction to Maintenance Type Role of Maintenance Overall Equipment Effectiveness Right Maintenance and Minimising Cost Impact on Modern Technologies Operation Cost and Energy Reduction Energy cost in Building or Factory Operation

Who Should Attend Managers in Maintenance, Engineering & Production, Engineers/Supervisors/Technicians and those involved in Maintenance Cost Reduction Programmes

Dates: May 5-6, November 2-3




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1.13 Maintenance Planning, Scheduling and Follow Up

Objectives Understand the selection of maintenance type

Understand the maintenance planning requirement and time losses

Understand the concept of Total Productive Maintenance (TPM)

Learn to optimise the maintenance cost and reduction

Understand the maintenance structure and benefits

Learn the 5 Why concept in problem solving

Contents Introduction of Maintenance Type

Identify Maintenance Requirement

Maintenance Planning

Optimise Maintenance Cost

TPM Implementation

Calculation OEE (Overall Equipment Efficiency)

5 Why

Who Should Attend Plant/Production/Maintenance Engineers, Technicians, Supervisors, Plant/Operations Managers





1.14 Predictive Maintenance (PdM)

Objectives Understand the basics of predictive maintenance Determine why equipment deteriorate Identify equipment reliability and extend equipment useful life Learn to plan and schedule PdM tasks Develop task lists for different equipment to have zero unplanned equipment failures

Contents Overview of Various Maintenance Strategies Machine Failure Maintenance Strategies Develop a Predictive Maintenance Programme Predictive Techniques Guidelines Predictive Training Predictive Maintenance Assessment

Who Should Attend Quality Assurance/Quality Control/Production/Process Managers, Executives, Engineers, Supervisors and anyone who would like to improve their knowledge in maintenance

Dates: July 8-9




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1.15 Solar Photovoltaic System and Application

Objectives Provide the fundamental knowledge in solar photovoltaic system and its application

Contents Introduction to Solar Photovoltaic (PV) Systems

- Fundamental Concept of Solar Irradiation and Instruments

- Semiconductor Physics and Optics for Solar Cell

- Electrical and Electronic Basics for Photovoltaic System

Photovoltaic Engineering

- Sun’s Position and Sun-Tracker

- Photovoltaic Module and Array

- Inverter for Converting DC to AC

Photovoltaic System Design and Economic Analysis

- Photovoltaic System Sizing

- Economics Analysis

Who Should Attend Electrical/Electronic Engineers and Physics graduates

Dates: April 20-22




1.16 Technical Troubleshooting and Decision-Making for Maintenance

Objectives Gain in-depth understanding of failures Understand the implication of high downtime Apply latest troubleshooting skills

Contents Understanding Problems - Autonomy of Problems Current Problem Solving Approaches Troubleshooting Techniques - Using the Right Tools - Physical Troubleshooting - Mind Mapping Process - P-M Analysis Decision-Making for Maintenance

Who Should Attend Technicians and Maintenance personnel

Dates: November 9-10




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1.17 Basic Principles of Electricity

Objectives Gain an understanding of electrical principles at workplace and for electrical devices

Undertake the daily tasks in a safe and organised manner in the use of electrical devices

Contents Review of Electrical Principles

Electrical Terms, Units and Measures

- AC/DC Supplies and Comparison

- Single Phase and Three Phase Distribution, 415V vs 240V

- Power Factor

- Electrical Panel Components and Principles of Operation

Case Study

- Identification and Tracing of an In-House Electrical Schematic

Task Setting

Electrical Motors

- Single Phase Motors and Circuits

-Three Phase Motors and Circuits

Electrical Protection

- Electric Shocks

- Earthing and Earthing Schemes

- Switch Gear and Circuit Protections (Fuses, MCBs and RCDs)

- A Brief on Local and International Regulations

Case Study

- Task Clarification

- Identifying the Components in a Local Electrical Diagram

- Planning for Continuous Improvements

Who Should Attend Facility Maintenance Technicians who are responsible for the electrical maintenance

Dates: Upon request



1.18 Effective Implementation of Total Production Maintenance (TPM)

Objectives Determine the Overall Equipment Effectiveness (OEE) of the machinery Identify the causes and types of equipment failures measure OEE Understand how to improve the effectiveness of their machinery Build an effective focus-maintenance team Establish a thorough system of Preventive Maintenance (PM) for the equipment’s entire useful life Develop the maintenance standards checklist and PM procedures Able to design and implement a TPM programme Achieve zero losses through Small Group Activity

Contents Introduction to TPM The 8 Pillars of TPM Workplace Organisation – 5S Overall Equipment Effectiveness (OEE) Understanding the 6 Big Losses and How to Address Their Root Causes Autonomous Maintenance Develop a Planned Maintenance Programme Deciding Right Maintenance Strategies TPM Training Develop TPM Culture and Improvements

Who Should Attend Technicians and Maintenance personnel

Dates: Upon request



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2. SENIOR MANAGEMENT

2.1 Blue Ocean Strategy – A Case Study Approach

Objectives • Apply Blue Ocean via Integrated SWOT Risk Analysis • Formulate Blue Ocean strategy • Increase value innovation via Business Turnaround Strategy • Determine how to make more profit or from losing to profit making strategy • Use think out-of-the-box strategies to overcome business failure and financial uncertainties • Identify company risks, do a cost and benefit analysis and make recommendation on risk improvement strategies

Contents • Introduction to Blue Ocean Strategy • Blue Ocean Strategy Tools • Blue Ocean via Integrated SWOT Risk Analysis (Case Study) • Formulating Blue Ocean Strategy • Value Innovation via Business Turnaround Strategy (Case Study) • The Principles of Blue Ocean Strategy • Blue Ocean via Thinking Out-of-the-Box Strategy (Case Study) • Blue Ocean via Risk Modelling Skills (Case Study)

Who Should Attend Entrepreneurs, Financial Analyst, Risk Analyst, Project Managers, Bankers, Accountants, Business Managers, Marketing Managers and those who want to master the skills of Blue Ocean Strategy





2.2 Develop Leadership Strength with Business Focus

Objectives Build the Sales and Profit Forecasting Model factoring the probabilities and scenario analysis Build a Forecasting Risk Model factoring in the competitive and operational risk factors Ability to show financial health and integrate with SWOT analytical skills Track KPI for performance management to close the management gap Create value for your organisation with the turnaround strategies Improve revenue generation and cash flow to match your financial obligations Ability to demonstrate leadership quality by turning financial uncertainties into business opportunities

Contents Risk Modelling Skills Risk Modelling Case Studies Tracking KPI for Performance Management Using Microsoft Excel Cost Reduction Success Story Linking Financial Statement Analysis to SWOT Turn-around the Company (Case Study) Improving Debt Collection and Cash Flow (Case Study) Leadership – Successful Life Case Study

Who Should Attend Entrepreneurs, Business Managers, Treasury, Chief Financial Officers, Marketing Managers, Managers and all pro-fessionals who are interested in developing their business focus leadership





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2.3 Employee Loyalty, Review and Reward: A Strategy for Effective Succession [NEW]

Objectives Enhance employees loyalty at the workplace for business sustainability Encourage ownership through leadership Talent retention and smoothen succession planning

Contents Introduction - The Era of Change - Industrial Revolution 4.0 - Predicting the Future What Drives Loyalty? - What Attracts New Employees? - What Makes Them Leave? - What Makes Them Stay and Perform? - A Loyal Employer – It‘s 2 Ways Adopting Leadership Styles That Enhances TEAMWORK - Appropriate Leadership Styles - Leadership Behaviour - Spotting and Grooming Talent - Leadership That Focusses on Team Spirit - Creating a Sense of Belonging Nurturing Good Performance - Goal Settings - Conducting a Performance Review - Giving Feedback - Communicating Effectively Employee Morale Plan - Incentives and Recognition - Coaching and Learning Environment Employee Reward Plans - Career Development and Remuneration - Performance Competencies for Bonus and Salary Increment - Planning for the Successor - Scoring Methodology

Who Should Attend Entrepreneurs, Financial Analyst, Risk Analyst, Project Managers, Bankers, Accountants, Business Managers, Marketing Managers and those who want to master the skills of Blue Ocean Strategy





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2.4 Innovation and Creativity for Organisational Success

Objectives Encourage team members to think innovatively and creatively Realise the vital needs for innovative and creative thinking capabilities Understand the processes and steps involved in innovative thinking Sharpen the abilities in thinking more creatively, innovatively and competitively using the right brain Master various tools to think out-of-the-box in a team oriented manner Apply the core skills learnt from the session at workplace

Contents Innovation and Creativity Dynamics Fundamentals of Innovation Innovative Thinking and Leadership Dimensions of Innovation Action Steps for Improving Creative Thinking Kick-Starting Innovative Thinking Innovative Thinking Process Various Innovative Thinking Tools Innovation Team Case Study Personal Action Plan

Who Should Attend Heads of Department, Senior Managers and Managers





2.5 Leaders Raise Performance [NEW]

Objectives Learn how to set achievable GOALS and help others to be “goal focused” Instil employees willing participation attitudes Encourage ownership through leadership Practice COACHING and FEEDBACK techniques Raise work performance Strengthen initiative and operational leadership

Contents Leadership Awareness Build the BRIDGE First Communication is Not Only Just Words Reviewing Performance Workshop for Performance Review Creating Confidence and Positive Energy Sharing the Leadership Experience

Who Should Attend Directors, Chief Executive Officers, Heads of Department, General Managers, Managers and anyone with a leader-ship position

Dates: May 18-19




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2.6 Strategic Planning for Senior Management

Objectives Translate your organisation business plan into Key Performance Indicators Strategic positioning after SWOT analysis Rethink the way of doing business and response to market development to stay ahead of others Learn from success story

Contents Brainstorming Organisation Business Plan Strategic Approach (Planning Phase) Cost Reduction Techniques (Interactive) Brainstorming Departmental Cost Reduction Issues (Implementation Stage) Cost Reduction Presentation (by Group) SWOT Analysis SWOT Implementation Integrating SWOT into Solution Framework Cost Reduction Success Story

Who Should Attend Entrepreneurs, Chief Executive Officers, Chief Financial Officer, Chief Operating Officers, Heads of Department and Managers





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3. MANAGEMENT

3.1 Applying Sun Tzu’s Art of War for Professional Success [NEW]

Objectives Develop and enhance the “successful mindset” Enhance leadership qualities Improve skills in handling self, others and situations

Contents Introduction to Sun Tzu’s Art of War - The Thirteen Chapters - What Lessons to Draw from Each Chapter - Applying Sun Tzu’s Art of War in Today’s Management Developing Personal Success - Principles (Value-based Principles) - Planning (Strategic Thinking) - Continuous Self Improvement (Knowledge-building) - Efficient Practices Enjoying Corporate Success - Visionary - Collaborative - Pragmatic - Ethics and Moral Responsiblity Be Who You Want to Be - Self-awareness: Johari Window - Achieve the Live-Work Balance: Success Matrix - Time Management: Priority Matrix - 3Es: Energy, Enthusiasm and Empathy

Who Should Attend Heads of Department and Managers





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3.2 Creative Thinking and Decision Making: Making the Right Choices and Overcoming Obstacles with Creativity

Objectives • Evaluate ideas objectively and solve problems more effectively and make dramatically better decisions • Explore real-world examples of why critical thinking is so important in business • Practice critical thinking skills to generate ideas and solutions • Choose the right techniques to recognise assumptions, evaluate arguments and draw conclusions • Identify 8 barriers to effective critical thinking and ways to spot a weak argument • React with curiosity instead of emotion and get a roadmap for developing your critical thinking skills • Transform your thinking into practical business solutions and turn existing problems into opportunities • Focus on pinpointing problems, identifying root causes and their outcomes • Apply proven techniques to improve systems, products and processes for greater productivity

Contents • Recognising the Value of Using Critical Thinking in Business • A Critical Thinking Process • Applying Critical Thinking Tools and Skills in Business Situations • Problem Solving Process • Techniques for Analysing Environment • Techniques for Identifying Problems – Testing Probable Causes • Individual Techniques for Generating Alternatives • Group Techniques for Generating Alternatives • Deploying Your Decision and Decision Analysis • How to Implement Parallel Thinking • How to Use the 6 Thinking Hats

Who Should Attend All who want to learn to be a solution provider for their companies and to be able to provide creative input/ideas at the workplace

Dates: August 26-27




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3.3 Effective Supervisory Management Skills

Objectives Improve proficiency in 6 key skill areas Identify skill strengths and weaknesses Understand the keys to effective planning, prioritising and coaching Build productive relationships with other colleagues Build advanced communication skills to be effective supervisors Use the model of feedback system Align with corporate goals of a result-driven culture Have a follow-up Personal Action Planner to continuously practice and apply techniques and skills learned

Contents Putting Your Priorities to Work The Four Quadrants of Time Management Leadership Coaching Effective Communication Skills Interpersonal Skills Types of Personalities Teamwork and Managing Change Application to Workplace

Who Should Attend Heads of Department, Executives, Officers, Supervisors, Potential Supervisors and others whose duties include su-pervision of a group of subordinates





3.4 Essential Skills for Managerial Success

Objectives • Acquire a practical awareness of their key roles and responsibilities • Lead a team successfully to build trust and earn respect • Develop good EQ skills to enhance leadership skills • Understand that coaching is an integral part of a Manager’s effective leadership strategies and management activities • Learn “What to say” and “How to say it” when managing performance • Give constructive feedback and maintain a win-win communication system

Contents • The KATZ Model of Skills • Essentials for People Management • Emotional Intelligence (EQ) in Leadership • Coaching at the Workplace • Impactful Communication Skills • Managing Performance • Success Agreement System (SAS)

Who Should Attend Managers, newly-promoted Managers and Assistant Managers


Duration: 2 days Scheme: SBL / SBL-KHAS CPD Hours: 14



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3.5 Executive Development Programme: Formula to Reach Your Potential

Objectives • Lead staff effectively by practising the two behavioural leadership styles • Develop commitment through EQ buy-in of the company’s objectives • Use assertiveness and demonstrate confidence and ability in leading • Learn tools and techniques to facilitate staff performance discussion • Work productively and delegate responsibility • Supervise difficult workers towards a win-win situation

Contents People Management - Define Leadership - Leadership Qualities and Behaviour - Follower Diagnosis - Four Levels of Development Emotional Intelligence (EQ) in Leadership - The Five Dimensions of EQ - Developing EQ Leaders - Ownership and Followership - EQ for Team Development - Commitment to Resolve Issues Advanced Communication – Assertiveness Training - Leader’s Responsibility - 3 Styles of Advanced Communication - Empathy: Understand Other Person’s Position - Persuasive Assertion - Confront Assertion Effective Creative – Facilitative Methods - Probe, Verify and Determine Experiences - The STAR System - The ORID System - 4 Levels of Focused Questions - Turning Poor Questions to Your Advantage Delegation at Work Place - Delegation Matrix - Guidelines for Successful Delegation - 5 Steps to Effective Delegation - Delegation Tips Supervising Difficult Workers - Creative Ways of Managing the Younger Generation of Workers - Avoid Two Major Mistakes in Handling Problematic Workers - Techniques to Diffuse and Transform Conflict to Teamwork

Who Should Attend Potential Managers, Assistant Managers and Executives





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3.6 Impactful Leadership in Practice [NEW]

Objectives Energise and inspire others Gain willing cooperation from others Build synergy through team work Enhance effective leadership skills Be promotable to a position of greater responsibility

Contents Leadership Overview Energise Others

- Inspire and Motivate Others - Be Enthusiastic and Proactive - Have a Positive Attitude and Mindset

Gain Willing Co-operation - Be a Good Example to Others - Communication

Synergy - Build Relationships - Emphasise Teamwork

Who Should Attend Managers, Assistant Managers, Executives and Supervisors





3.7 Kepimpinan dan Kemahiran Motivasi Untuk Ketua Operator

Objectives • Mendalami peranan mereka sebagai barisan pertama pihak pengurusan kepada pekerja • Membina pengetahuan, kemahiran dan sikap untuk memimpin pekerja • Belajar kelakuan kepimpinan, dan mempraktikkannya di tempat kerja • Berkomunikasi untuk mendapatkan kerjasama dan hasil baik daripada pekerja • Belajar cara untuk membina hubungan kemanusiaan melalui kepintaran emosi (EQ) yang berkesan • Membina kumpulan kerja yang bermotivasi dan berprestasi tinggi

Contents • Tanggungjawab Penyeliaan • Kepimpinan Dalam Penyeliaan • Cara Berkomunikasi Yang Berkesan • Hubungan Kemanusiaan dan Kepintaran Emosi (EQ) • Kemahiran Motivasi dalam Prestasi Kerja • Pembentukan Kumpulan Kerja Untuk Hasil Menang-Menang

Who Should Attend Eksekutif, Penyelia dan Ketua Operator





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3.8 Kursus Motivasi, Kepimpinan, Hubungan Kemanusiaan dan Pembentukan Kumpulan Kerja

Objectives • Menambahkan pengetahuan dan kefahaman suasana perhubungan kerja dengan staf di tempat kerja • Mengenalpasti perkara-perkara yang perlu diberi perhatian bagi memastikan kumpulannya menjadi unit kerja yang berkesan • Mengaplikasikan beberapa teknik bagi mendorong staf di dalam suasana kerja yang lebih baik • Menguruskan staf untuk menjadi lebih cekap dan efektif

Contents • Motivasi Kerja: Implikasi dan Perlaksanaannya - Konsep Motivasi Dalam Pekerjaan - Bagaimana Membina Motivasi Diri - Motivasi Pekerja: Peranan Siapa - Kuasa Ganjaran vs Kuasa Hukuman - Mempertahankan Daya (Tenaga) Motivasi Di Tempat Kerja • Kempimpinan: Seni Mempengaruhi Pekerja - Konsep Kepimpinan Dalam Persekitaran Pekerjaan - Kepimpinan Pekerja: Kuasa Pengaruh vs Kuasa Arahan - Kepimpinan Pekerja Dalam Menangani Perubahan - Ciri-Ciri Penting Dalam Kepimpinan Pekerja - Kemahiran-Kemahiran Memimpin • Hubungan Kemanusiaan: Suatu Kaedah Mendekati Pekerja - Memahami Manusia dan Kemanusiaan - Konsep Hubungan Kemanusiaan - Ciri-Ciri Penting Hubungan Kemanusiaan Dalam Situasi Pekerjaan - Tanggungjawab Pekerjaan vs Hubungan Kemanusiaan - Asas Utama Membina Kekuatan Hubungan Kemanusiaan - Kemahiran-Kemahiran “Interpersonal” Dalam Hubungan Kemanusiaan • Pembentukan Kumpulan Kerja - Konsep Kumpulan Kerja - Bagaimana Membina Dinamika Kumpulan - Mengenalpasti Keberkesanan Kumpulan - Kemahiran-Kemahiran Membentuk Kumpulan Kerja Yang Berkesan - Pembentukan Kumpulan Kerja Yang Efektif - Faktor Yang Membawa Kepada Kumpulan Kerja Yang Efektif

Who Should Attend Executives, Officers, Supervisors, Potential Supervisors and others whose duties include supervision of a group of subordinates





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3.9 Leadership and People Management Proficiencies [NEW]

Objectives Understand the fundamentals of today’s leadership requirements and its applications at the workplace Lead, manage and motivate their subordinates to achieve the departmental performance objectives Demonstrate excellent leadership qualities and be able to lead and influence peers, and co-workers to meet

the departmental and organisational goals Identify various leadership styles and select the most appropriate styles based on workplace situations

Contents The Nature of Leadership Successful Leadership Dynamics Today’s Leadership Challenges The Situational Leadership Model - Four Stages of the Followers Readiness - Four Leadership Styles - Leadership Style Selection Criteria - Application of the Situational Leadership Case Study on Situational Leadership Successful Team Leadership Strategies Leadership Action Plan Development

Who Should Attend Heads of Department and Managers

Dates: June 15-16, November 2-3




3.10 Leadership Skills for Managers: A Mentoring Culture [NEW]

Objectives Develop confidence as a principle-centered leader Know the differences between coaching, counseling and mentoring Learn the principles of mentoring styles Discover their own dominant leadership style Analyse their mentees’ learning and development level Learn to match to their followers’ development level Learn practical techniques to mentor others Practice various mentoring situations Develop facilitation skills Develop skills towards mutual problem solving Understand that mentoring develops the mentee and the mentor Create a personal chart to mentor appropriately for each staff

Contents Being a Mentor is a New Paradigm Mentoring System Nurturing and Retaining Key Talents Building Trust Leadership Style Diagnosis Leadership Style Behaviours Mentoring Work Performance Effective Creative Facilitative Methods

Who Should Attend Managers and Assistant Managers





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3.11 Leading Conflict Resolution and Collaboration at the Workplace [REVISED]

Objectives Define confrontation and role in managing conflict in the workplace Identify styles in influencing others, managing conflict and the additional strategies that need to be used in

conflict resolution Demonstrate skills in resolving conflict and confrontation Identify a plan to apply and enhance the communication skills in the workplace to address existing conflicts

Contents Discovering Your Colored Brain – Genetic Thinking and ‘How’ You Do Things Emotional Drivers, Motivation and Performance – ‘Why’ You Do the Things You Do Identifying Your Sources of Conflicts and Confrontation Conflict Styles Process for Managing Conflicts Influencing and Assertiveness Styles Communication and Listening Action Planning and Reflection

Who Should Attend Heads of Department, Managers, newly-promoted Managers, Assistant Managers and Executives





3.12 Membina Penyelia Yang Berkesan dan Berprestasi

Objectives • Menjadi penyelia yang berkesan dalam menjalankan tugas seharian • Memahami tugas sebagai ketua yang kemampuan berfikir dan bertindak dengan professional • Mempelajari cara-cara penyerahan tugas yang terbaik bagi menghindari berlakunya konflik antara ahli kumpulan, ketua dan organisasi

Contents • Konsep Penyeliaan dan Kepimpinan Dalam Organisasi • Membina Diri Sebagai Penyelia Cemerlang • Pengurusan Motivasi Pekerja • Penyerahan Tanggungjawab Yang Berkesan • Pengawalan Produktiviti dan Kualiti Kerja • Kemahiran Bekerja Dalam Kumpulan • Hubungan Kemanusiaan dan Komunikasi • Menangani Masalah dan Perubahan Di Tempat Kerja

Who Should Attend Supervisors, Team Leaders and others whose duties include supervision of a group of subordinates





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3.13 Motivasi, Hubungan Kemanusiaan, Pengurusan Masa dan Menangani Pekerja Bermasalah

Objectives • Show the importance of positive work attitude and identify the importance of human relations skills • Identify the nature of motivation skills and the relationship between job satisfaction and effective human relations • Understand the concept of quality time management • Acquire excellent work ethics through quality time management • Understand the issues related to difficult people • Deal with difficult people at the workplace

Contents • Motivasi Kerja: Implikasi & Perlaksanaannya • Hubungan Kemanusiaan: Suatu Kaedah Mendekati Pekerja • Pengurusan Masa dan Tugasan • Menangani Pekerja Bermasalah






3.14 Optimising Team Dynamic and Performance

Objectives • Understand the meaning of team • Gain an insight of team development process • Improve effective communication within team • Align work perspectives between different generations workforce

Contents • The Meaning of Team - Key Characteristics of Team - Advantages & Disadvantages of Team - The Performing Team Criteria • The States of Team Development - Forming, Storming, Norming and Performing • Different Generations’ Work Perspectives - The Gen X and Gen Y - Work Values & Attitudes - Motivation Needs • Team Communication - The Communication Process - Effective Communication - Active Listening - Non-Verbal Communication - Grapevines

Who Should Attend All levels of employees

Dates: April 13, October 12




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3.15 Production Manager’s Survival Tools

Objectives • Understand and manage the demanding requirements of the Production Manager • Equip with the necessary HR soft skills to deal with employees’ expectation and yet be an effective Production Manager • Adopt a positive and learning attitude in order to take advantage of the experiences to grow in any organisation • Accept that a Production Manager’s job scope can be without clear boundaries in order to perform beyond expectation

Contents • What Management Expects of You - Production Planning/Targets - Productivity/Efficiency - Quality - Material and HR Planning • Management Functions that Come with the Job - TQM - Kaizen - Environmental - Health and Safety • The HR Manager • Leadership Skills • Communicate Effectively • Harnessing Team Power • Motivating and Energising Your Team

Who Should Attend Production Managers/Assistant Managers and Engineers





3.16 Program Pembangunan Perkeranian

Objectives Untuk meningkatkan pengetahuan pekerja sedia ada dengan pengendalian diri dan tugas-tugas perkeranian

yang kian mencabar Bagi mempersiapkan diri dalam menjalankan tugasan perkeranian bukan sekadar tugas semata-mata, tetapi

sebagai satu karier Membantu pelatih-pelatih menjadi lebih bijak dalam menjalankan tugasan mereka dalam menangani situasi-

situasi yang berbeza dalam usaha untuk menghasilkan keputusan kerja yang cemerlang untuk organisasi

Contents Kepentingan dan Cara Pemikiran ANDA Tugas-Tugas Perkeranian Pengurusan Masa dan Keutamaannya Kemahiran Pengurusan Masa Komunikasi Cara Dokumentasi Yang Berkesan Etika Kerja

Who Should Attend All levels of Clerical Staff, Secretaries, Personal and Administrative Assistants





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3.17 Supervisory Development: Develop Effective Coaching Skills to Deliver Optimum Performance (BM)

Objectives Understand the benefits of coaching and the role of the coach Realise when to use coaching as a development tool Identify the stages of the coaching process Plan and deliver a coaching session Practise the skills at all stages of the coaching process

Contents Coaching, Mentoring, Training: The Differences

Benefits of Coaching

‘DEVELOPER’ Coaching Model

Skills and Qualities of an Effective Coach

The Questions A Good Coach Should Ask

Objective Setting

Coaching Styles

Identifying Ability Levels of Staff

The Techniques of Coaching

Feedback and Review

Key Stages of Coaching

Preparation and Planning for a Coaching Meeting

The Pitfalls of Coaching and How to Avoid Them

Role-Play – The Full Coaching Process

Who Should Attend Supervisors, Line Leaders and anyone who needs to use effective coaching skills to develop others





3.18 The Do’s and Don’ts in Decision-Making for Supervisors

Objectives Understand the link between problem-solving and organisational success Analyse problem using problem-solving techniques Recognise the importance of dealing with the cause of problem Learn the different stages of decision-making process Increase awareness of problem-solving steps and problem-solving tools Distinguish root causes from symptoms to identify right solutions Improve problem-solving and decision-making skills Apply the problem-solving and decision-making model at the workplace

Contents Types of Problems and Decisions The Decision-Making Process Actions of Bad Decision Makers What Great Decision Makers Do Differently Techniques for Improving Decision-Making 12 Guidelines When Making Important Decisions


Dates: February 12-13, July 27-28




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3.19 Creative Thinking, Root Causes and Decision-Making [NEW]

Objectives Raise your awareness of thinking habits and cultural biases that influence individual and group perception of

problems and possible solutions Plan and implement solutions or prevent the problem to arise again Apply thinking tools to work problems Design problem-solving processes that will encourage team participation and support the active implementa-

tion of solutions Determine the root cause of the problem Learn how mind mapping taps into how the brain works to capture and develop new ideas

Contents The Mysteries of the Human Brain Lateral Thinking The Creative Environment Creative Problem-Solving Strategy Mind Mapping Group Creative Thinking “Out of-the-Box” Generating Root Causes Tools Decision-Making Tools Avoiding Analysis Paralysis

Who Should Attend Anyone who wants to to unleash their innate creativity and discover new strengths

Dates: Upon request



3.20 Effective Meetings: The Art of Making Meetings Work [NEW]

Objectives Understand the value of meetings as a management tool Recognise the critical planning step that makes meeting time more effective Identify process tools that can help create an open and safe forum for discussion Develop and practice techniques for handling counterproductive behavior

Contents The Basics for Effective Meetings The Best and The Worst of Meetings Holding Productive Meetings Preparing for Meetings Agendas Setting the Place Leading a Meeting Process and Content Process Tools, Including De Bono’s Thinking Hats, Rules of Work, and Facilitation Skills How to Control a Meeting A Plan for Success

Who Should Attend Managers, Executives and Administrative staff

Dates: Upon request



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4. PERSONAL DEVELOPMENT

4.1 Developing Excellent Time Management

Objectives Manage time effectively Prioritise work accordingly Increase productivity Get things done impeccably

Contents Time Management - What is Time? - Spot the Common Time Monster - The Importance of Managing Time Priority Matrix - Getting Your Priorities in Order - Priority Matrix in Practice Keys for Effective Time Management - Truly Eliminating Procrastination - Concentration and Focus - Minimising Distraction


Dates: February 24




4.2 Effective Planning and Time Management Skills for Supervisors

Objectives • Ensure deadlines are met • Improve personal efficiency and productivity • Improve personal credibility and reputation • Improve relationships with colleagues, customers and suppliers • Respond positively to workplace challenges and pressures • Plan and implement a personal time management strategy

Contents • What is Time Management? • Time Management Self-Assessment • Time Pressure • Time Wasters and Stealers • Where Does Time Go? • Time Management Tools and Techniques • Prioritising Tasks • Time Management Matrix • Perfect Planning • Personal Development Planning

Who Should Attend Supervisors, Line Leaders and anyone who wants to learn about effective planning and time management





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4.3 Emotional Intelligence (EQ) at Work: Fostering Human Relations for Success

Objectives Develop the paradigms to balance and manage logic and emotions daily Identify practical alternatives in dealing with emotions Focus energy into the right areas to produce optimum results in personal and professional life Create paradigms to be optimistic and responsible for self-success Learn the five criteria of EQ maturity See things in a new perspective Develop trustworthiness, responsibility, proactivity and ownership

Contents Emotional Intelligence (EQ) Enhancing EQ in Human Relations Building Trust in the Workplace Self-Awareness and Growth EQ in Leadership EQ in Building Teams Success Agreement System

Who Should Attend Managers, Executives and Supervisors





4.4 Impact and Influence: The Art of Persuasion

Objectives Master the art of influential communication skills and create an impactful impression when interacting with

others Understand the impact of behavioural elements, personality traits, thinking preferences and emotional qualities

when interacting with all levels of people Persuade and convince others by demonstrating tact, diplomacy, professionalism, composure, confidence,

sensitivity, focus and win-win mindset Present compelling arguments, thus leading other parties to a mutually beneficial agreement by using the right

Influencing strategies and language Apply the concepts of Neuro Linguistic Programming (NLP) to enhance the ability to persuade, influence and

impress other parties professionally

Contents Essentials of Influencing Skills Creating Impact and Influence The Dynamics of NLP and Influence Using NLP to Elicit Thinking Preference Using NLP to Build Rapport and Influence NLP and Influencing Language Enhancing the Influencing Power Becoming a Proactive Communicator Action Plan Development

Who Should Attend Managers and Executives





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4.5 Developing Positive Attitudes to Increase Productivity [REVISED]

Objectives Take responsibility for your growth in life and at work Understand your role better and why it is important Develop a positive and proactive outlook Improve the core competency skills Enhance professional image and practice

Contents What is Our Purpose and Role in the Workplace? Why Are We Important to the Organisation? Why is Change Necessary? How to be Constantly Postitive and Productive at Work Enhancing Positive Working Relationships Proactive Approach Towards Your Job Motivating Self and Goals Setting Enhancing Efficiency and Effectiveness Developng Communication Effectiveness Instilling Pride in Your Organisation Managing Personality Differences Ethical and Moral Responsiblitiy

Who Should Attend Executives and Administrative staff





4.6 Meningkatkan Keberkesanan Diri

Objectives Menjadi seorang pekerja yang lebih proaktif Menjalin hubungan yang lebih sihat dengan rakan sekerja dan organisasi Meningkatkan sumbangan anda kepada rakan sekerja dan organisasi Mengimbangi matlamat kerjaya dan peribadi Menganalisa skop kerja anda dan memahami kemahiran, ilmu dan kecekapan yang diperlukan untuk

meningkatkan prestasi anda Menghayati kepentingan semangat berpasukan demi kejayaan organisasi Mengamalkan profesionalisma sebagai budaya kerja anda

Contents Menghayati Konsep Kerja Harapan Organisasi Imej ANDA Imej Organisasi Profesionalisma Tugas Pembangunan Pekerja Cemerlang Teknik Komunikasi Yang Berkesan Kerja Berpasukan Motivasi Diri

Who Should Attend Penghantar Dispatch, Pembantu Pejabat, Pemandu, Pengawal Keselamatan, Kerani dan semua kakitangan bagi membentuk sikap kerja yang lebiih positif





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4.7 Sharpen your Negotiation and Influencing Skills for Business Success

Objectives Become a more effective negotiator by developing your "tool kit" of negotiation tactics and strategies Learn tactics that work in the real world Master persuasiveness and influence in negotiation Establish and build instant rapport with the other party Ensure you do not lose out in any business dealings Learn to get what you want without generating bad feelings Turn objections into business agreements Evaluate your level of confidence and preparation - always know if the other side is telling the truth Find out how to avoid giving away too much Analyse and improve so as to arrive at win-win negotiating outcomes Master key negotiation techniques required for business success Be able to practise tactics to prevent & break deadlocks Learn some of the key negotiation tactics & strategies that top negotiators employ in their business dealings

Contents Strategic Negotiation - What Is It The Power of Persuasion and Influence in Negotiation Preparing for A Good Negotiation: Systematic & Focused Overcoming Deadlocks & Bluffing Raising the Bar: Negotiating Style and Powerful Tactics Bargaining & Preparing to Deal—The Heart of Negotiation Understanding Human Motivation, Behaviours and Attitude Managing Emotions During Negotiation The Millionaire Mindset for Negotiation Real Life Negotiation Activity

Who Should Attend All Senior Managers and anyone who needs to solve their day-to-day work and business matters





4.8 Sikap Kerja Positif

Objectives Meningkatkan kefahaman dan penghayatan mereka tentang konsep kerja dan kepentingan sikap positif dalam

melaksanakan tugas-tugas dan tanggungjawab-tanggungjawab yang diamanahkan Mengenalpasti kekuatan-kekuatan dan kelemahan-kelemahan diri Memupuk sikap positif di tempat kerja Meningkatkan motivasi diri Meningkatkan disiplin dan jati diri Meningkatkan prestasi dan produktiviti di tempat kerja

Contents Proses Penganalisisan Kendiri Menyerlah Potensi Diri Pembangunan Kerjaya Yang Berkesan Pengaruh Sikap Kerja Dalam Pembangunan Potensi Diri Memupuk Motivasi Merancang Untuk Kerjaya Yang Cemerlang






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4.9 Transformasi Diri dan Pembentukan Personaliti Unggul

Objectives Membentuk peserta menjadi pekerja berkualiti pada karier dan peribadi Meningkatkan kesedaran peserta akan keperluan dan kepentingan perubahan pada karier dan peribadi Membantu peserta dalam pengurusan perubahan diri Membuka minda peserta akan kepentingan membina keupayaan diri kearah menjadi pekerja cemerlang Membimbing peserta menguasai pengertian sebenar kemahiran Kos dan Produktiviti untuk peserta

berkebolehan mengelak dari melakukan pembaziran Membantu peserta kearah membina personaliti seorang yang berjaya Membimbing peserta kearah menjadi seorang yang berkesan dalam melaksanakan tugas-tugas mereka da-

lam mencapai Visi Organisasi

Contents Keperluan Tempat Kerja dan Harapan Organisasi Pembangunan Diri – Membina Peribadi Cemerlang Di Tempat Kerja Pembangunan Diri – Penggunaan Konsep B.E.P.R.O™ Pembangunan Diri – Penggunaan Konsep ‘Kemahiran’ Kerja Pengurusan Perubahan Pembangunan Diri – Penggunaan Konsep Penting dan Segera Pembangunan Diri – Membina Personaliti Orang Berjaya






4.10 Assertiveness Skills – A Practical Approach

Objectives Understand and overcome the barriers to being assertive Recognise behavioural traits within yourself and others and learn effective strategies for managing them Communicate effectively with a wide range of people to achieve a win-win situation Manage difficult situations effectively Differentiate ‘assertive’ and aggressive behaviour Apply assertiveness skills in ‘real-life’ situations Maximise personal impact when communicating with others Listen, appreciate and understand the behaviour of others Enhance self-confidence in challenging situations Achieve genuine ‘win-win’ outcomes from discussions

Contents Explore and Develop Self-Awareness Recognising Your Own Style and Behaviours Why do People Behave the Way They Do? Building Your Self-Esteem and Self Confidence What Are You Thinking? The Power of Thoughts Handling Difficult Situations, Problems and Conflicts Assertive, Persuasive and Positive Communication Know What You Want: Getting What You Ask For Assertive Techniques Do They See You Sweat? Fake It Till You Make It Connecting with People: Carnegie's Concepts How You Present Yourself: Making Positive Impressions Your Ongoing Assertiveness Development - Establishing Your Goals and A Plan of Action for Implementation

on Your Return to Work

Who Should Attend Sales Personnel and those who want to know how to increase their sales during these competitive times

Dates: Upon request



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4.11 Developing Competencies to Deal with Difficult People and Situations

Objectives Understanding your own dominant style of communication Discover the main causes of why people are difficult Acquire competencies and techniques to deal with various situations Practice assertive behaviour that will increase co-operation and collaboration Build relationships that will improve workplace harmony, morale and motivation

Contents Assessment of Personality Understanding Difficult Behaviours Styles of Communication The Assertion Theory Techniques of Communication Build Confidence and Influencing Techniques in Communication Handling Criticism Interpersonal Skills Communication to Enhance Relationships Develop Good Teamwork and Better Relationship

Who Should Attend Heads of Department, Managers, Team Leaders and those who need to deal with difficult people and difficult issues

Dates: Upon request



4.12 Developing Powerful Presentation for Managers and Executives

Objectives Improve the quality of presentations Use presentation framework to ensure audience engagement Use creativity to maintain the interest of audience Give group or team presentations

Contents Getting Started Planning Your Presentation Force Field Analysis Understanding Your Audience Controlling Your Jitters Making Your Listener Hear You Key Themes and Key Sentences A Plan to Structure Ideas Organisational Methods Our Body Language Beginnings and Endings Expanding a Basic Plan Practice Presentations

Who Should Attend Managers and Executives

Dates: Upon request



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4.13 Effective Time Management Skills and Techniques

Objectives Develop a systematic approach of managing activities to achieve results Understand and demonstrate the use of to-do lists & the ABC technique Develop time management plans by setting SMART, creating daily plans, set priorities and recognising

obstacles Develop an action plan for better use of time Integrate long term objectives with short term plans Improve team effectiveness and group communication Analyse the current system to identify areas of shortcoming and how to deal with them Use technology to save time instead of wasting time Increase productivity by controlling interruptions and meetings

Contents Everyone Has 24 Hours a Day: The Realities of Time Be Smart: Goal Setting for Peak Performance Prioritisation: I’m Drowning – A Lifejacket Please The Secret of Focus in Time Mastery Time Management Plans: A Plan Makes the Goal A Reality Time Stealers Be Gone: Eliminating Time Wasters for Good Technology and Time Management Productivity and Your Mind Information Overload Living a Balanced Life: Tactics for Managing Home Time Better Stress the Time Robber


Dates: Upon request



4.14 Positive Work Attitudes and Behaviours

Objectives Create a positive and empowering work environment Analyse and resolve issues by creating and adopting the “attitude advantage” Obtain effective tools to clear out outdated ideas, negativity, not empowering thoughts, emotional scars, stress

and worries that hold you back Tap into proven ways to turbo charge and keep energy constantly high Gain fresh insights, implement concrete and practical action plans to develop positive attitudes and increase

productivity Recondition your mind to think, believe and act positively and powerfully

Contents The Power of a Positive Attitude The Controlling Forces That Direct Your Life – Mental Blueprint/Map Change Management – Breaking Bad Habits Eliminate Un-empowering Thoughts and Emotional Scars Creating Positive Internal and External Language Energy Management: “Direct Yourself into Peak Performance States” The Secret of the Law of Attraction/Law of Focus Effective, Awesome Breakthrough Session


Dates: Upon request



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4.15 The Dynamics of Personal Power and Presence

Objectives Change your approach to the way you carry yourself and work with others Build the faith in one’s abilities and skills Choose the life you want to lead Give yourself the special lift in confidence and be a beacon of hope

Contents Valuing the Different Aspects of Confidence Understanding People and Work Delivering Confidence: Work of Leaders Knowing How Confidence Can Grow or Erode Facing Reality and Reinforcing Responsibility Developing Win-Win Situations for People Inspiring Proactive and Creative Actions Boosting Your Communication Abilities and Skills Demonstrating Your Professionalism Building Your Total Image Accepting Responsibilities Believing You Can Excel and Reach for the Sky

Who Should Attend Executives, Supervisors and Administration stasff

Dates: Upon request



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5. CUSTOMER SERVICE, SALES AND MARKETING

5.1 Client Handling Skills

Objectives • Articulate the organisation's brand image Promote and manage professional customer relationship Equip the customer service professionals with effective techniques and skills to provide service beyond

expectation Create a Customer-Driven Culture and make Customer Service Excellence as part of the organisation culture Manage and handle customer interactions and relationship Practice managing difficult situations

Contents Your Brand DNA What People Want: Know Their Expectations Everyday People: Understanding Different Communication Styles Read Our Lips: Using Client Centric Language Total Troubleshooting: Dealing with Difficult Clients Reaching Out: Making the Most of Communication The Clinic: What We Can Do Better

Who Should Attend Customer Service Representatives, Sales Professionals, Sales and Customer Service Supervisors and Managers,

Dates: March 11, September 3




5.2 Customer Relationship Management: Customer Retention

Objectives Learn new ways to satisfy customers’ needs and demands Develop a sense of strong confidence in the way of handling irate customers Appreciate the meaning of “quality service” Walk the extra miles for the customer

Contents Module 1: The Good Team Player Module 2: The Service Edge Module 3: Developing a Relationship Building Plan Module 4: Offering Value-Added Service Module 5: Managing Service Breakdown Module 6: Customer Care and Email Module 7: Handling Complaints via Letters Module 8: Handling Tough Customer Module 9: Customer Feedback

Who Should Attend Sales Directors, Directors of Marketing, General Managers, Sales Managers and Marketing Managers





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5.3 Frontline Customer Service and Telephone Techniques

Objectives Instill in customer service professionals the importance of delivering service excellence Understand the 5Ps in customer service Identify the benefit of great customer service to the organisation Promote and manage professional customer relationship Equip the customer service professionals with effective techniques and skills to provide service beyond

expectation Create a Customer-Driven Culture and make Customer Service Excellence as part of the organisation culture Manage and handle customer interactions and relationship Manage difficult situations

Contents Importance of the Customer to the Return on Investment Customer Service Excellence Customer Relationship Managing Complaints and Difficult Customers Going the Extra Miles Creating a Culture of Service Excellence through Continuous Learning Telephone Skills

Who Should Attend Customer Service Representatives, Sales Professionals, Sales and Customer Service Supervisors and Managers,





5.4 Leading a Sales Team: Techniques for Breakthrough Results

Objectives Motivate the sales team Carry out an effective sales evaluation exercise Focus on key success factors for sales leadership and management Use the various forms in managing the sales team Plan and control selling events

Contents The Functions and Role of the Sales Leader The Selection Process Sales Planning and Reporting Forms Sales Territory Development Motivating the Sales Team Developing a Sales Compensation Plan Sales Leadership and Supervision Planning and Control Sales Evaluation

Who Should Attend Sales/Marketing Directors and Managers

Dates: March 25-26




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5.5 Professional Selling Skills: Practical Guide for Success

Objectives Be prepared to excel in competitive environment – especially during the difficult times Develop results-oriented personality and be the TOP GUN Organise and articulate approaches from ‘PRE TO POST SALES’ Equip with sales techniques to enhance selling skills Articulate approaches to meet the demands of customers

Contents What are The Challenges of Human-capital and the New Global Economy (CHANGE) What are The Challenges of Changed Environment Confronting Sales Professional Do You Possess These Impressive “SUPER STAR” Attributes and Personality Are You Able to Analyse and Work with the 8 Different Types of Customers? The “PICK-A-KIT” Characteristic What and How to Meticulously Synchronise Sales Techniques to Realise Sales Objectives How to Respond and Resolve Customers’ Problems Systematically Why is Customer Service Important and What Are the Secrets Behind Your Success in Sales Do You Want to be Creative in Order to Remain Competitive

Who Should Attend Sales/Marketing Supervisors/Executives, Sales/Marketing Managers, Directors, aspiring Sales Candidates, Entrepre-





5.6 Sales Negotiation: Skills to Close Deals

Objectives Identify the “don’ts” in negotiating sales Identify negotiating objectives Apply the various strategies and tactics required in sales negotiation Assess leverages and limitations, musts and wants Assess the key parties and key influences in the buyer negotiating team Use the various negotiation planning tools

Contents What is involved in Sales Negotiation? Sales and Negotiation Crimes Basic Sales Negotiation Principles Identifying Negotiation objectives: Ours and Theirs Assessing Leverages and Limitations Assessing the Key Parties and Key Influences Negotiation Styles Planning Win-Win Strategies and Tactics Negotiation Tools

Who Should Attend Sales Managers, Sales Executives and Sole Proprietors





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5.7 The Art of Marketing: Promote Your Products to Reach the Target Customers Effectively

Objectives Analyse your company in relation to your competitors and by examining your customers’ decision making

process Understand customer behaviour to decide on your marketing strategy Identify and establish brand positioning and sustaining brand value Use the right marketing mix elements and strategies to increase competitiveness and profitability

Contents Introduction to Marketing Understanding Customers Branding Segmentation, Target and Positioning Types of Battleground, the Opportunities and Challenges Dealing with Competition Marketing Mix: Product, Price, Promotion, Distribution

Who Should Attend Marketing professionals and those who are interested to gain a holistic view on marketing

Dates: February 26-27




5.8 The Magic Moment in Customer Service

Objectives Communicate better Be mindful of body language Be able to apply training at work

Contents Impressing People Isn’t as Difficult as it Looks Why is Customer Service Important Rules of Engagement in the Field of Customer Service CSI – Customer Service Intelligence Dress to Kill, Connect Your Customers on a Human Level Don’t Tick Off Your Customers by Saying “No” Let’s Talk About “WOW” Going the Extra Mile Best Practices






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5.9 Key Account Management

Objectives Build partnership and customer care programmes that work Build business strategies that capitalise on long-term relationships with your best and profitable customers Gain competitive advantage by putting in value and taking out non-value parameters Create new markets for customers with diverse needs Develop win-win solutions with your customers Build long-term tactical plan to reinforce closer relationships with your customers

Contents The Importance of Account Management The Value Chain of Your Organisation The Buying Team Negotiation-Selling Strategy Developing a Relationship-Building Plan Managing Key Account Control and Measuring Success The Customer Purchasing Ledger The Daily Sales Report The Weekly Planner The Monthly Performance Review Managing Service Breakdown

Who Should Attend Sales/Marketing Managers and Sales/Marketing Executives

Dates: Upon request



5.10 Selling in Tough Times

Objectives Apply ‘benefit selling’ on customers Conduct a proper sales presentation Read buying signals Close more sales by using six simple closing techniques

Contents The Planning Process Presenting Your Products (Video Supported) Reading Buying Signals and Closing the Sales Selling Against Your Competitors Handling Tough Customers

Who Should Attend Sales Personnel and those who want to know how to increase their sales during these competitive times

Dates: Upon request



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5.11 What Most Successful Sales Managers Do Differently

Objectives Understand the various types of leadership styles and learn to apply them accordingly Apply various motivational approaches when dealing with the sales team Learn correct recruitment method when hiring sales personnel

Contents Understand the Nine Essentials of a Successful Manager The Functions and Roles of the Sales Leader The Selection Process Motivating the Sales Team Sales Leadership and Supervision Do You Inspire? Are You Innovative?

Who Should Attend Sales/Marketing Managers and Sales/Marketing Assistant Managers

Dates: Upon request



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6. HUMAN RESOURCE AND INDUSTRIAL RELATIONS

6.1 Conducting Training Needs Analysis (TNA) and Evaluate Training Effectiveness

Objectives • Identify the organisation’s training needs through needs assessment • Conduct an effective TNA to successfully identify suitable organisational, functional/technical, personal behavioural competencies and skills required to meet organisational vision • Prepare strategic training plans for the organisation in order to improve competence and achieve more accurate results • Develop a master plan of recommendations for future training strategies based on the TNA findings • Apply the various evaluation techniques at key stages of training implementation plan • Establish a process and evaluation procedure to manage the training effectiveness

Contents • Training and Development Basics • Training Needs Analysis (TNA) and the Formal TNA Process • Three Levels of Needs Assessment • Training Needs Assessment Steps and Techniques • Evaluating Training Programmes • Analysing the Present Quality Procedure for Training • Understanding Work-Based Competency Plan (WBCP) as a Basis of Measurement • Making Your Training Outcomes Visible

Who Should Attend Trainers, Managers, Executives, Human Resource Development Specialists and others who make decisions about training and are involved in analysing, designing and implementing organisational training plans





6.2 Developing Effective Human Resource Policies and Procedures Manual [NEW]

Objectives Draw up HR Policy and provide clear ways of managing employees to avoid problems Identify areas of responsibilities for the HR Department Formulate the structure and framework of the HR Policy Handbook Implement HR Policies and Procedures Manual Aware of factors to be taken when developing policies and procedures

Contents • Introduction - Overview of HR Communication Channel - Why the Need of HR Manual - Importance of HR Manual Evaluation Process - Evaluation of Existing Policies and Practices - Evaluation of Whether for One Company or Group of Companies - Unionise or Otherwise - Approval Process HR Manual Framework Sections in the Manual Flow Chart Integration of Employment Laws Implementation Stage

Who Should Attend Heads of Department, Managers and Executives

Dates: March 16-17




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6.3 Developing and Reviewing Human Resource Policy & Procedures and Employee Handbook

Objectives Understand what are HR policies and their objectives Draw up clear HR Policy and Employee Handbook and define their aims and purposes Draft samples of HR-related documents Implement and communicating HR policies to all levels of employees Identify areas of responsibilities for the HR Department Formulate the structure and framework of the HR Policy Handbook Identify job functions and establish accountability and responsibility of employees carrying out HR functions Make changes to policies to be in sync with current times

Contents Understanding HR Policy and Employee Handbook Employment and Hiring Basic Salaries and Allowances Entitlement/Benefits Employee Training and Development Needs Performance Management and Feedback Employee Transfers and Secondment Medical Benefits Employee Promotions Normal Hours of Work and Overtime Rest Days, Public Holidays and Overtime Annual Leave Entitlement Special Leave Maternity Benefits Employee Discipline Managing Grievance


Dates: October 19-20




6.4 Developing Skills in HR Administration

Objectives • Equip with practical skills for handling routine human resource administration work • Enhance understanding of Labour Laws and their applications to avoid errors in implementation • Develop HR policy in adherence to legal provisions

Contents • Recruitment and Selection • Developing HR Policies and Setting Up a HR Department • Outline of the Employment Act 1955 • Procedure in Domestic Inquiry • Constructive Dismissal • Staff Performance Appraisal

Who Should Attend HR Executives, HR Administrators/Officers, HR Supervisors, HR Assistants and all those with Human Resource/Personnel work and responsibilities

Dates: March 6 – 7, August 26 – 27




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6.5 Employers! Know Your Legal Rights (Understanding Employment Act 1955 with its Amendments)

Objectives • Identify the rights and obligation/responsibilities of the employees and employers • Understand and implement provision of the Employment Act 1955 • Review and refresh all terms in the Employment Act 1955

Contents • Expectation as an Employer and an Employee • Company Prerogatives • Obligations of Employees Towards Employer and Legal Right of Employees in Disciplinary Matters • Contract of Service • Absenteeism and Termination of Service • Application of Section 15 (2) • Wages • Contract of Labour • Protection of Women • Termination of Service • Statutory Benefits – Rest Days, Hours of Works, Holidays and other conditions of service • Task Work and Shift Work • Public Holidays, Annual Leave and Sick Leave • Employment of Foreign Employees • Misconduct and Domestic Inquiry • Retrenchment • Power of DG/Labour Officers • Sexual Harassment • Power to Compound Offenses and Penalty

Who Should Attend This programme is designed primarily for the Heads of Department, Executives and Supervisors who work directly with operatives





6.6 HR for Non-HR Managers

Objectives Identify current issues in the human resource field and the changing role of supervisors and managers in term

of HR functions Understand current trends in the Employment Act 1955 Write job description and identify core competencies Apply methods of finding, selecting and keeping the best people Get new employees off to a good start Understand compensation and benefits Maintain healthy employee relations Make performance appraisals a cooperative process

Contents • Defining Human Resource Roles • Developing Job Descriptions • Preparing for the Interview, Conducting the Interview and After the Interview • Employee Orientation and Onboarding • Understanding Employment Act 1955 • Training and Continuous Learning • Performance Reviews • Managing Disciplinary Issues, Terminating Employees and Exit Interviews

Who Should Attend Managers, Executives, Supervisors and new HR practitioners

Dates: June 15 – 16, December 2 – 3




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6.7 Managing Employees Performance [NEW]

Objectives Understand the purpose and process of performance management Familiar with a range of appraisal methods and be able to identify common problems in appraisal Understand the characteristics of an effective appraisal system and how to conduct an appraisal interview Aware of the legal implications of appraisal and how to manage non-performance issues Understand the definitions of misconduct and non-performance, the types of issues that they present, and how

they are viewed in the Industrial Court Able to identify common mistakes and issue in managing misconduct and non-performance and understand

the process to deal with

Contents Definition and Purpose of Performance Management Definition of KRA, KPI and Competencies Setting the Performance Indicators and Performance Targets Performance Management Process – The Cycle Problems in Performance Appraisal Characteristics of an Effective Appraisal System The Appraisal Interview

Who Should Attend Heads of Department, Managers, Executives and Supervisors





6.8 Misconduct, Effective Investigation and Prosecution for Domestic Inquiry

Objectives • Introduction to the concept and practice of industrial relations in Malaysia Apply the correct methods and practices of disciplining workers Develop skills to conduct a domestic inquiry

Contents • Disciplinary Procedures Approaches to Effective Discipline Administration of Disciplinary Action Principles of Condonation Termination and Dismissal Investigation Process Collecting Evidence Taking Witness Statements Notice of Domestic Inquiry Investigation Role Play Domestic Inquiry Process Role of Panel Members, Prosecutor, Witnesses and Union Officials Prosecution Burden of Proof Standard of Proof






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6.9 A Practical Guide to Managing Discipline at Workplace

Objectives • Equip participants with clear and practical knowledge on handling various forms of misconduct at workplace • Able to assess situations objectively and take the necessary remedial actions to mitigate and contain the situations in line with the provisions and spirit of the laws

Contents • What is “Discipline”? • “Discipline” in the Context of Organisation • What Give Rise to “Breach of Discipline” and “Misconduct” • Understanding the “Criminal Minds” • The Concept of “Social Deviance” • Robert Merton’s Deviance Typology Model • Approaches and Philosophies of Disciplines at Workplace • Major Misconducts • Minor Misconducts • Grey Area in Managing Discipline • Escalation of Misconduct • Principles of “Condonation” • Managing Discipline • Domestic Inquiry (DI) • The “Art” & “Science” of Discipline Management

Who Should Attend Heads of Department, Managers, Executives and Supervisors

Dates: Upon request



6.10 Absenteeism at Workplace: How to Handle and Manage Frequently-Absent Employees

Objectives • Understand the causes of absenteeism • Learn ways to effectively manage and deal with absenteeism at the workplace • To expose wrong methods and practices of disciplining employees due to absenteeism

Contents • Absenteeism • Causes of Absenteeism • Managing Medical Leave • Perfect Attendance Incentives • Wellness and Safety Programmes • Managing Absence • HR Policies on Absenteeism and Leave • Role of Supervisors and Heads of Department in Controlling Absenteeism • Developing Counselling Skills for Line Managers • Reward Programme • Measuring Absenteeism Levels • Tracking Absenteeism and Analysis of Data • Disciplinary Procedures to Address Absenteeism

Who Should Attend Heads of Department, Managers, Executives, Supervisors and those who need to supervise and manage subordinates

Dates: Upon request



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6.11 Behavioural Interviewing Skills

Objectives • Provide potential candidates with a positive impression of your organisation • Gain insight on the purpose and benefits of a behavioural interview • Understand the application of job specification, description, and competency model • Implement a structured interview approach (before, during and after interview) • Formulate behavioural interview questions to identify key behaviours for the job • Conduct an effective and efficient behavioural interview • Develop interviewing skills for positive candidate experiences • Document, evaluate data and end interviews with follow-up actions • Avoid the common interview errors and discriminatory hiring practices

Contents • Introduction • Why Behavioural Interviewing? • Preparing for the Interview • Preparation of Behaviour-Based Interview Questions • Scoring the Candidate’s Responses • World Class Interviewing • Role Play Interview Session

Who Should Attend Human Resource Executives, Senior Managers, Heads of Department, Middle Management and Supervisors

Dates: Upon request



6.12 Developing Performance Management System for Organisational Success

Objectives • Formulate performance standards to be achieved by the team members in relation to the unit’s goal, objectives and deliverables • Ensure performance standards are clear and concise and specify the activities to be performed and the standards to which they are to be performed • Ensure the performance monitoring system selected is aligned with organisation’s policies and procedures • Prepare for a performance review • Gather information required for the performance review • Conduct a performance review interview • Ensure that feedback is relevant, fair and communicated in a constructive manner • Agree upon action plans to address performance gaps • Follow counselling and coaching procedures to improve performance

Contents • Purpose of Performance Management • The Performance Management System – A High Level Overview • Development of a Performance Management System • Approaches and Uses of Performance Management • Problems Associated with Performance Management • Planning the Performance Management System • Implementing and Improving a Performance Management System • Conducting a Performance Review/Appraisal • Giving Feedback • Building Performance • Individual Development Plan • Rewarding Team Performance


Dates: Upon request



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7. FINANCIAL MANAGEMENT

7.1 ABC of Finance Through Simulation [NEW]

Objectives • Equip participants with the basic knowledge of finance Understand the concepts, language and basic rules of accounting and finance Build confidence in applying the practical financial tools learnt to evaluate and interpret corporate financial

performance Analyse accounting data, evaluate strategic options and interpret corporate financial performance Take the hunches out of the decision making and reduce the unknown and uncertainty Apply simulation game for better understanding

Contents • Introduction to ABC Finance - Fundamental of Finance - Understanding of Financial Statements - Simple Financial Ration Analysis Financial Simulation Game: SAIDINA Model

Who Should Attend Managers and Executives who have no formal training in finance and accounting

Dates: March 23-24, August 3-4




7.2 Collecting Difficult Accounts: Action Plan for Success

Objectives • Classify delinquent customers – to determine the collection strategy/approach • Prepare a collection plan and implement it • Make collection calls (telephone call and personal visit) • Deal with uncooperative/abusive/threatening borrowers • Negotiate a repayment programme

Contents • Cost of Slow Collection • Debt Collection – A Paradigm Shift Required • Establishing a Collection Policy/System • Investigating and Classifying Problem/Past Due Accounts • Developing the Collection Approach • Writing Collection Letters that Work • Making the Collection Call • Using More Aggressive Tactics • Dealing with Difficult/Abusive/Threatening Customers/Debtors • Negotiating an Acceptable Payment Arrangement • When is a Debt Uncollectable? • When to Use a Collection Agency/Professional Debt Collector • Resorting to Legal Action

Who Should Attend Managers, Executives, Officers and those involved in credit, collection and recovery





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7.3 Corporate Liability Under S.17A of the MACC Act 2019 [NEW]

Objectives Understand the S17A of the MACC Act Initiate mitigating strategies in controlling Bribery Manage the implementation of an effective snit-bribery system Strengthen the organisational core value Take continuous strategic role in addressing all identified weaknesses

Contents Bribery/Corruption:

- General Introduction and Legislations - Commercial Organisation

Ground for Defend in the Commitment of the Offence by Commercial Organisation - Ministerial Guidelines on Adequate Procedures - Introduction to the ISO 37001:2016 Anti-Bribery Management System - Process of Policies and Procedures (P&P) Development - Implementation of the Policies and Procedures

Preventive Actions - Core Value Statement

Who Should Attend Accountants, Finance Managers, Executives and Administrators who are responsible for planning, controlling and managing the production and operating costs in an organisation





7.4 Practical Cost and Costing Management for Planning and Control (for Manufacturing Industries)

[REVISED]

Objectives • Enhance the costing skills Initial corrective actions in SWOT analysis Manage the planned activities more effectively Strengthen the organisation’s costing system Take continuous strategic role in budgetary control

Contents • Introduction Knowing the Cost Fundamentals Standard Costing (TARGET) and Variance Analysis Marginal Cost – for Decision Making Process/Batch/Job Costing Budget and Budgetary Control

Who Should Attend Business Owners, Company Directors, Chief Executive Officers, Chief Operating Officers, Financial Controllers, Finance Managers, Accountants, Managers, Executives and anyone who are involved in the company’s costing matters





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7.5 Finance for Non-Financial Managers and Executives

Objectives • Understand better what financial statements are and what they show • Learn to look at financial statements more critically • Learn to evaluate the financial performance and health of a business by analysing its financial statements

Contents • Economic Volatility – Impact on Business • Importance of Reading the Financial Statements of Your Customer Critically in Times of Business Uncertainty • Uses and Users of Financial Statements • Limitations/Shortcomings of Financial Statements • The Annual Report – What Does It Contain • What to Look Out for in the Annual Report • The Different Financial Statements – Their Structure, Format and Contents • Qualitative Analysis of the Balance Sheet and Profit and Loss Statement • Financial Ratios • Is the Company Doing Well • Is the Company Financially Healthy or Sick • Typical Financial Statements of the SMEs • Areas to Investigate

Who Should Attend Professionals, Managers and Executives from all functions who have no formal training in finance and accounting, but need to understand and interpret financial statements to carry out their work responsibilities more effectively





7.6 Management Budgeting and Reporting [NEW]

Objectives • Able to prepare and read management reports Understand the various management reports and understanding their use Budget analysis to pinpoint weaknesses and improvements methods Understand the techniques in preparing the various management reports

Contents • Introduction to Management Reporting Management Report as an Effective Tool to Raise Management Efficiency and Effectiveness Understanding the Budgeting Cycle in Manufacturing/Trading Companies Preparing the Individuals Budgets Consolidate into the Budgeted Trading, Profit & Loss Accounts and the Budgeted Balance Sheet

Who Should Attend Finance Department Staff, Line Managers and Executives who need to read and understand financial data and budgeting reports





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7.7 Sales Tax, Exemption Facilities, Implementation Issues and Health Check for Audit Preparation [NEW]

Objectives • Understand the overall Sales Tax Exemption concept, its applications and management Able to implement the Seles Tax according to the latest Customs Legislations Understand the mechanism of Anti-Profiteering Legislations Aware of continuous GST adjustment requirements and its final audit awareness

Contents • Sales Tax, Policies and Procedure Changes Fundamental and Scope of Sales Tax Common Issues During Implementation - Registration - Implementation - Accounting Administration Anti-Profiteering Regulations Compliance Continuous GST Return Adjustment until August 2020 and Its Final Audit Awareness

Who Should Attend Business Owners, Company Directors, Chief Executive Officers, Chief Operating Officers, Financial Controllers, Fi-nance Managers, Accountants, Managers, Executives and Account Assistants

Dates: April 1, October 14




7.8 Cost Accounting and Analysis in Industry/Commerce

Objectives • Enable participants to see the purpose of having an accurate costing system for pricing decisions and cost control • Able to manage the company’s costing system and bring improvements to the system where necessary • Understand how activity-based costing (ABC) and standard costing operate • Able to calculate labour, material and overhead costs and create cost centres • Able to carry out various calculations and advise on matters relating to management decision-making

Contents • Introduction to Cost Accounting and Decision-Making • Inventory/Stock Control and Its Valuation under FRS 102 • Labour Cost Control • Work in Progress (WIP) Valuation • Applying Activity-Based Costing (ABC) • Overheads Costs Control • Developing a Costing System • Standard Costing in Industry

Who Should Attend Cost Executives/Supervisors/Assistants, Accounts Executives/Supervisors, all accounts and costing executives at the middle level of a manufacturing/commercial industry

Dates: Upon request



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7.9 Managing Credit in Uncertain Period

Objectives • Understand challenges of extending credit in this extraordinary period • Assess the credit risks of different customers • Design effective debt collection strategies

Contents • The Current Business Environment • Staying in Business - Scanning your business - Meeting the cash flow gap • Extending Credit in Turbulent Period - Credit management - Assessing the credit risks - Identifying and verifying • Managing Trade Receivables – Turbulent Period - Causes of problems - Strategies in managing different types of customers - Effective debt collection strategies

Who Should Attend Managers and Business Owners

Dates: Upon request



7.10 Managing Fraud and Credit Operations

Objectives • Identify and mitigate fraud in credit process before, during and after disbursement • Assess credit analysis and profiling customers • Identify solution to burning issues in collection • Review collection strategies • Analyse Financial Ratios and Credit Evaluation • Understand Risk-Based Site Visit Improvement Process • Understand Thinking Out-of-the-Box Collection Strategies

Contents • Credit Appraisal System for SME Sector • Qualities of an Effective Credit Officer and Recovery Officer • Risk-Based Site Visit Improvement Process • Strategies to Reduce Non-Performing Loans (NPLs) • How to Prevent Loan Application Fraud-Identity Verification Tests to Prevent Loan Application Fraud • How to Prevent Loan Application Fraud – Beyond Identity Verification (Strategies to Prevent Lending Fraud) • Automated Risk Profiling Checklist • Reducing NPL Case Studies – Debt Recoveries • Discuss the Key Legal Aspects of Credit Management and Debt Recovery

Who Should Attend Bankers, Accountants, Finance Managers, Risk Analyst, Credit Officer & Recovery Officer, Business Managers, Marketing Managers & Accounting Supervisors

Dates: Upon request



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8. PRODUCTION, OPERATIONS, LOGISTICS AND EXPORT MANAGEMENT

8.1 Cost Reduction Strategies for the Manufacturing Industry: Putting Strategy into Execution

Objectives • Understand the current trends in combating and identifying the losses in relation to operations • Create manufacturing cost reductions and improve margins by increasing operation effectiveness • Engineering and technical improvements to enhance machinery efficiency • Implement energy conservation initiatives • Review production flow and set up • Adopt a total paradigm shift in working culture among employees to meet upcoming challenges

Contents • The Malaysian Scenario • Types of Losses • Cost Management and Analysis • Managing Improvements • Cost Control Strategies and Reductions • Equipment Maintenance Programme • Continuous Improvement Activities • Material Management • Key Performance Indicators • Conclusions

Who Should Attend Production Managers, Executives, Engineers and supporting team members from the Procurement, Quality and Human Resource Departments





8.2 Crafting and Management of Logistics Contract

Objectives • Understand the important factors to consider before contract negotiations • Understand the important contents of logistics contracts and the process of reviewing salient terms and conditions

Contents • Pre-Contracting Stage • Mitigating Risk by Contract Type • Understanding General Contract Clauses and Provisions • Preparing for Charges – Charges Clause and Provisions • Contract Approval and Communication • Supplier Performance Management

Who Should Attend Purchasing Managers, Executives, Officers and other users who are involved in contract negotiation and contract drafting





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8.3 Decision-Making in Warehousing

Objectives • Equip with the knowledge on basic decision-making in the warehouse department • Develop decision-making skills in forecasting and supply chain planning through quantitative approaches

Contents • Introduction to Warehouse Operations and Competitiveness - Operation functions - Competitive Priorities and Customer Benefit Packages - Strategic Decision in Operations • Warehouse and Forecasting - Role of forecasting in warehousing - Time series and causal methods • Decision Theory - Location Strategy - Transportation model • Project Management in Warehousing - Planning and scheduling

Who Should Attend Warehouse Managers, Executives and Supervisors who are interested to further develop decision-making skills in Warehouse & Distribution operations





8.4 Effective Advanced Negotiation Skills for Business Success

Objectives • Understand various phases of negotiation, recognise their strength and weaknesses as a negotiator • Develop an effective plan and strategy to ensure level playing field as a negotiator

Contents • Getting the Fundamentals Right • Planning and Preparing for Negotiation • Understanding the Elements of Cost and Developing “Should be Costs & Price” • Negotiation Role Play 1 • Negotiation Strategies • On the Negotiation Table – It’s show time! • Advance Negotiation Strategies • Negotiation Role Play 2 • Reopening and Renegotiating Contracts

Who Should Attend Purchasing Managers, Executives in General Management, Finance, Heads of Department, Technical Managers

Dates: March 30-31




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8.5 Effective Inventory Control: Balancing Cost and Operation Efficiency

Objectives • Understand the objectives of Operational Management • Explain the element of costs in inventory • Identify a proper inventory control system to improve accuracy • Apply a systematic approach in managing inventory

Contents • Introduction to Inventory Management • Demand Forecasting • Classification of Inventory • Stock/Inventory Planning: Measure Stock Performance • Stock/Inventory Planning: Stock Acquisitions • Stock/Inventory Control: Standard Policy & Procedures & Important Key Performance Indicators • Stock/Inventory Control: Stock Movement • Stock/Inventory Control: Stock Counting and Auditing

Who Should Attend Warehouse/Inventory Manager, Officer, Purchaser, Material Planner/Controller, Supervisor, Store Keeper, Retailer and Entrepreneur





8.6 Fundamental Supply Chain Management Workshop to Enhance Business Effectiveness

Objectives • Understand the overview of supply chain management • Aware of the need for stronger relationship between functional teams and supply chain personnel • To provide insight of the strategic role played by purchasers • Aware of the needs for JIT and ways to achieve JIT

Contents • An Overview of Logistics • Organisational and Managerial Issues in Logistics - Organising Logistics within the Firm - Managerial Issues on Productivity, Quality, Risk, Sustainability and Complexity • Supply Chain Management - Supply Chain Management Process Framework - Barriers to Supply Chain Management Implementation - Supply Chain Integration • Procurement/Purchasing - Supplier Selection and Evaluation - Global Procurement - Supplier Development • Demand Management, Order Management and Customer Service - Demand Forecasting Models and Issues - Order Processing, Order Picking & Assembly and Order Delivery - Customer Profitability Analysis, Service Recovery and Measuring Customer Service Level • Inventory Management - Inventory Classification - Trade-off between Costs - Economic Order Quantity

Who Should Attend Junior Supply Chain Executives and other functional team members who want to have better understanding on supply chain management





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8.7 Going Global: Fundamentals and Practices of Export Marketing Management [NEW]

Objectives • Understand key concepts/terminology relating to export marketing Familiarise with relevant sources of export market information Learn why export marketing and domestic marketing require different approaches Ability to conduct export readiness assessment Develop the skills for export market planning and market selection Enhance awareness of government export promotion assistance Obtain practical guidance on export market visits and promotional activities abroad Comprehend effects of current global progress on trade and exports Gain familiarity with business culture in some key export markets

Contents • Discussion on Globalization and Malaysia’s Export Performance Why Export? Managing Export Risks Export Readiness Assessment Export Market Research Tools and Information Sources Understanding Business Culture Abroad Which Markets? Export Market Selection/Market Entry Strategies Government Assistance/Support for Exporters Export Pricing and Finance International Commercial Terms (INCOTERMS) Effective Participation in Export Promotion Activities: Market Visits. Trade Fairs Leveraging on Free Trade Agreements (AFTA/AEC, Bilateral FTAs) Current International Trade Issues Introduction to E-Commerce and Major E-Marketplaces Branding for Export Importance of Understanding Trade Marks/Intellectual Property Issues Finding and Working with Overseas Agents and Distributors Formulating Export Marketing Plan Tips for Export Success

Who Should Attend Business Owners, Export/Marketing/Business Development Managers and Executives who are interested





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8.8 Lean Practices in Store, Warehouse and Logistics

Objectives • Gain an understanding on Lean Practices in Store, Warehouse and Logistics and the benefits • Analyse lean practices that can be applied in their daily operations such as receiving, storage, picking, delivery and reverse logistics • Know the right way to do time study, identify bottleneck and unevenness in daily processes which slowdown the process • Identify the tools for eliminating and curtailing the 10 wastes in store, warehouse and logistics operations

Contents • Introduction to Lean in Store, Warehouse and Logistics Operations • Lean and the 10 Wastes • Transportation • Overstock • Out of Stock • Motion, Waiting, Over Processing and Defects in Store, Warehouse and Logistics • Workload Unevenness in Store, Warehouse and Logistics

Who Should Attend Warehouse Managers, Executives, Supervisors, Storekeepers, Operations leaders and any staff who are interested to further develop in managing and operating warehouse, store and distribution centres





8.9 Letters of Credit (LC) Operations and Trade Financing

Objectives • Equip with comprehensive knowledge of LC Operations • Gain work knowledge of relevant ICC Rules (UCP600, ISBP and Incoterms) • Identify the Trade Financing services available and apply when relevant

Contents • Introduction to Trade • Non-LC Transactions • Introduction to LCs • Import Services • Import Financing Facilities • Export Services • Export Financing Facilities • Bank Guarantees (BGs) • Do’s and Don’ts in Trade Financing

Who Should Attend This course is designed for SMEs and other parties to whom working knowledge of LC operations, related ICC Rules and International Trade Financing services are crucial





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8.10 Monitoring and Improving Factory Performance Using Overall Equipment Effectiveness (OEE)

Objectives • Describe and calculate OEE • Better understanding and planning for factory maintenance • Improve performance through efficiency and productivity • Raise quality level by monitoring & improving processes and using quality improvement tools

Contents • What is OEE? - Elements of OEE - Availability - Rate of Efficiency - Rate of Quality • Managing and Improving Availability - Uptime and Downtime - Effective Maintenance - Productive Maintenance Tasks - Total Productive Maintenance Concept • Managing and Improving Rate of Efficiency - Efficiency and Productivity - Concept of Cycle Time and Line Speed - Methods to Improve Efficiency and Productivity • Managing and Improving Rate of Quality - Yield - Mean and Spread Methodology - Calculate Area Under the Graph of a Normal Distribution Curve - 7 QC Tools for Process Improvement

Who Should Attend Factory Managers, Engineers, Executives and Supervisors





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8.11 Planning and Control for Production Efficiency

Objectives • Explain major functions of production planning and control • Forecast future demand based on past demand • Calculate estimate capacity for manual and auto operations • Prepare time phased MRP • Explain ABC method in stock control • Calculate correct amount of safety stock for an operation

Contents • Functions of Production Planning and Control • Manual and Automated Systems • Measuring Planning Efficiency and Accuracy • Improving Production Efficiency • Forecasting Demand and Aggregate Planning • Capacity Planning • Master Production Schedule (MPS) • Materials Requirement Planning (MRP) • Inventory Management Systems • Production Control • Improving Production Planning and Control Systems

Who Should Attend Managers, Executives, Supervisors and Leaders who are responsible for Manufacturing; Others involved in planning and production control will also benefit from this programme





8.12 Operasi Stor dan Gudang

Objectives • Understand the role and responsibility of Warehouse/Store Leader and Team Members • Eliminate non value-added activities • Reduce the risks of loss/theft/shrinkages due to operational errors • Initiate process improvement to improve warehouse/storage efficiency & effectiveness • Measure and improve warehouse performance

Contents • Pengenalan • Kos dan Nilai • Lokasi dan Sususan Dalaman • Aktiviti dan Proses Operasi • Pengurusan Inventori • Mengawal dan Merancang Keperluan Inventori

Who Should Attend Warehouse/Inventory/Purchasing Managers, Executives, Officers, Supervisors, Storekeepers, Administration Managers/Officers, Material Planners, Quality Controllers, Auditors, Retailers and Small Entrepreneurs





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8.13 Pengiraan dan Penilaian Stok

Objectives • Understand the stock value from financial perspective • Apply the systematic approach in conducting stock counting and valuation • Determine value of stock in-hand through various valuation methods and introduce changes to increase stock efficiency • Control and minimise the possible errors in stock counting and valuation

Contents • Pengenalan - Stok vs Inventori - Tujuan Stok dan Inventori • Ketepatan Stok - Definisi ”Ketepatan Stok” - Faktor Yang Mempengaruhi Ketepatan Stok - Kesan ”Stok Tidak Tepat” • Pengiraan Stok - 2 Cara Pengiraan Stok - Langkah-Langkah dan Strategi Pengiraan Stok - Cadangan Kekerapan Pengiraan - Kelengkapan dan Dokumen Yang Terlibat - Individu Yang Terlibat • Penilaian Stok - Nilaian dan Analisis - Penyelarasan Stok - Tahap Pencapaian Ekonomi (Economic Performance) Pegangan Stok - Audit dan Laporan Penilaian Stok • Kesilapan dalam Membuat Pengiraan Stok - Punca Kesilapan - Cara Mengatasi

Who Should Attend Warehouse Executives/Officers, Administration Executives/Officers, Purchasing Executives/Officers, Warehouse Supervisors/controllers and Storekeeper





8.14 Effective Negotiation Skills for Purchasers

Objectives • Acquire knowledge on the phases of negotiation Recognise strengths and weaknesses as a negotiator Develop an effective plan and strategy for a level playing field for negotiators against suppliers who are

Subject Matter Experts

Contents • Getting the Fundamentals Right Planning and Preparing for Negotiation Negotiation Strategies Developing “Should be Costs & Price” Understanding the Elements of Cost that Make Up a Supplier’s Price On the Negotiation Table – It’s Show Time! Advance Purchasing Negotiation Strategies Negotiation Role Play

Who Should Attend Purchasing Managers, Managers, Heads of Department and decision-makers who actively participate in negotiations

Dates: Upon request



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8.15 Effective Inventory and Stores Management

Objectives • Develop skills in the field of control for various functions and responsibilities in the stores organisation • Understand the activities and operations of an efficient store • Learn the different techniques used to control stock while maintaining a high standard of safety and hygiene in the store

Contents • Stores Functions and Organisation • Stock Identification and Vocabulary • Stock Control and Administration • Provisions of Establishment and Authorised Holdings Store Cycle • Procedures Involved in the Receiving of Materials from Suppliers • Principles and Procedures of Stocktaking • Physical Aspects of Storekeeping • Some Special Types of Stock • Assessing the Performance and Efficiency in the Stores Department

Who Should Attend Inventory Controllers, Store Managers and Officers who are interested to acquire knowledge and skills in controlling the store activities and operations, will find the programme useful and beneficial

Dates: Upon request



8.16 Shop Floor Control and Management (SFCM)

Objectives • Manage the flow of materials inside the plant in the most efficient and effective manner • Provide a systematic platform to address and prevent either existing or new problem • Enable a stabilised process through system (or techniques), leadership focus and cooperation in production • Enable organisation to focus clearly on the shop floor performance in a very systematic manner

Contents • What is Shop Floor • How Product Flow in Our Shop Floor • Managing and Controlling the Shop Floor • Shop Floor Performance Measurement • Principles of SFCM • Types of SFCM Activities • Daily SFCM Tools • Daily SFCM Techniques • Continuous Improvement Tools • Continuous Improvement Techniques

Who Should Attend Managers, Engineers, Executives and Supervisors

Dates: Upon request



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8.17 Understanding Import, Export and Customs Procedures

Objectives • Enhance knowledge and skills on the import and export procedures Develop knowledge on documentation, customs ruling and facilities Understand the responsibilities of the seller and buyer under Incoterms Understand Sales/Purchase Contracts, Cargo Insurance and Packing for Shipping

Contents • International Trade Requirements Delivery Modes Shipping Documentation and Procedures Incoterms Customs Ruling Customs Facilities Customs Declarations Group Work and Case Studies

Who Should Attend Logistics, Warehouse, Sales, Operations, Planning Managers/Executives/Officers/Supervisors/ Team Leaders and Clerical staff

Dates: Upon request



8.18 Understanding Licensed Manufacturing Warehouse (LMW)

Objectives Understand the concept, laws and regulations in the operation of LMW Develop knowledge on facilities, incentives and benefits granted by the Royal Malaysian Customs applicable

for the LMW Understand the LMW license application and renewal procedures Update information on the import and export documentation and procedures Understand the Customs rulings and facilities granted to importers and exporters

Contents • Warehouses Import/Export Documentations and Procedures Customs Ruling and Facilities Understanding LMW LMW Requirements LMW License Application LMW Facilities and Incentives LMW Licensee Responsibilities

Who Should Attend Logistics/Procurement/Sales/Planning Executives, Officers, Supervisors, Team Leaders and clerical staff

Dates: Upon request



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8.19 Vendor Management

Objectives • Strengthen Vendor Management Department roles and functions • Enhance Vendor Management Team knowledge and skills in managing vendors • Establish Vendor Management Policies and Procedures • Exchange commitments and maintain relationship with vendors • Evaluate, select and monitor vendors’ performance • Manage vendor relationship and vendor development programme

Contents • Introduction • Vendor Management Team • Managing Relationship • Contractual Requirement • Vendor Management Process • Vendor Performance

Who Should Attend Vendor Management Department, Purchasing/Warehouse/Administration/Operation/Sales Personnel, Project Managers, Section Heads and Team Leaders who are involved in vendor management

Dates: Upon request



8.20 Warehouse & Inventory Operational Audit

Objectives • Recognise the different types of warehouse audit • Understand the advantage of warehouse and inventory operational audit • Learn how to plan, implement and deliver warehouse and inventory operational audit • Assess operational audit findings, respond to audit report and plan for process improvement/enhancement

Contents • Warehouse Performance • Compliance, System, Financial & Operational Audit • Warehouse Operations and Inventory Control • Warehouse and Inventory Operational Audit – Planning • Warehouse and Inventory Operational Audit – Implementation • Responding to Warehouse and Inventory Operational Audit – Findings

Who Should Attend Warehouse Managers/Officers/Supervisors, Accounting & Finance Officers, Administration & HR Officers, Internal Auditors and those who want to take an aggressive, hands-on approach to improve the current warehouse/storage/retail store operations through audit process

Dates: Upon request



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8.21 Warehouse Management in the 21st Century: Improving Efficiency of the Supply Chain System

Objectives • Understand the fundamental principles of warehouse management • Build relationship with other departments effectively • Relate materials and information flow in supply chain management • Develop skills and knowledge on warehouse business trends in the 21st century

Contents • Functions of Warehouse • Evolutions of Business Logistics Elements • Components of Logistics and Supply Chain • Why Warehouse Management is Important • Porter’s Generic Studies – Analysis on Warehouse Functions • Change Management in Warehouse • Warehouse Strategies and Management • Michael Porter’s Value Chain Activities • Supply Chain Operation Model

Who Should Attend All levels of employees from sales, purchasing, manufacturing, warehousing, logistics, and etc.

Dates: Upon request



8.22 Writing Standard Operating Procedures

Objectives • Understand the benefits of a Standard Operating Procedures (SOP) • Plan a complete set of SOP • Organise information into a logical SOP structure • Write a clear and concise SOP which is appropriate for target audience • Align written SOP with other important documents

Contents • Introduction • Planning • Writing Policies • Writing Work Procedures • Responsibility • Others

Who Should Attend Executives and anyone who need to write clear, concise and complete standard operating procedures

Dates: Upon request



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9. QUALITY SYSTEMS AND PRODUCTIVITY IMPROVEMENT

9.1 7 Alat QC dan Pelaksanaan QCC

Objectives • Explain QCC concept and its use • Explain PDCA concept and relate it to 7 QC tools • Collect and analyse data using the 7 QC tools

Contents • Konsep Asas QCC • PDCA • Checksheet • Carta Pareto (Pareto Chart) • Rajah Tulang Ikan (Fish-Bone Chart) • Carta Kekerapan (Histogram) • Carta Kawalan (Control Chart) • Graf Serakan (Scatter Chart) • Analisa Berlapisan (Stratification) • Pelaksanaan QCC

Who Should Attend QCC Team Leaders, QCC Team Members, QCC Facilitators, Production/QC and QA personnel and Technicians from Operator level to Supervisory level

Date: February 26-27, August 5-6




9.2 Achieving Zero Defect Through Poka Yoke

Objectives • Understand the concept of mistake-proofing • Describe the most common tools employed in mistake proofing to achieve Zero Defect • Identify opportunities to apply Poke Yoke to existing quality control systems

Contents • Introduction to Poka Yoke and Zero Defect • Founder of Poka Yoke and His Work in Eliminating Error • Three Basic Flow in Poka Yoke • Rules in Poka Yoke • Causes of Error and Understanding Common Errors at Workplace • Zero Defect and its Related Cost • Benefits of Poka Yoke Implementation • Mistake Proofing • Types of Poka Yoke • Advantage of Poka Yoke • Innovation

Who Should Attend Line Managers, Supervisors, Line Leaders, Executives, Technicians and Trainers





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9.3 AS9100: 2016 Requirements and Internal Auditor Training [NEW]

Objectives • Interpret the AS9100/EN 9100:2016 Requirements Gain an understanding of the rationale and the foundation of the standard Understand the process approach with risk-based thinking applied in audit perspective Plan, organise and conduct audit Perform the audit at key stages: Planning, Conducting, Reporting and Closing of audit

Contents • The AS9100 Evolution High Level Structure The Foundation of QMS AS9100: 2016 Requirements - Clause 4: Context of the Organisation - Clause 5: Leadership - Clause 6: Planning - Clause 7: Support - Clause 8: Operation - Clause 9: Performance Evaluation - Clause 10: Improvement Overview of Auditing Process Approach & Risk-Based Thinking Explained Risk-Based Thinking Framework – Audit Application Conduct the Audit Reporting the Audit Post Audit Actions Summary

Who Should Attend AS9100 Internal Auditors and anyone who are involved and responsible for the QMS of the organisation





9.4 Eliminate Quality Problems Using 8D Approach

Objectives • Understand 8D corrective actions and problem solving process • Identify and use the right tools for each 8D process step • Perform and implement 8D in any real life scenario • Produce proper documentation of the problem solving process for future guidance and reference

Contents • Origin of 8D • 8D Process and Format • 8D and Tools Matrix • Recognise the Symptom • Establish the Team • Problem Description • Containment Plan • Determining Root Cause Analysis • Select and Verify Corrective Actions • Implement and Validate Corrective Actions • Prevent Recurrence

Who Should Attend Managers, Engineers, Team Leaders, Executives, Supervisors and Technicians





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9.5 ISO 45001:2018 Occupational Health and Safety Requirements and Internal Auditing Training

Objectives • Interpret and understand the ISO 45001:2018 Requirements Identify major changes due to the latest revision of ISO 45001 Understand the auditing skills and techniques Prepare reports for internal audit Develop questioning skills & techniques and evaluation of reports

Contents • ISO 45001:2018 Review of Requirements Major Changes and Critical Items - High Level Structure - 4.0 Context of the Organisation - 5.0 Leadership, Workers Participation and Consultation - 6.0 Planning and Addressing Risk and Opportunity - 7.0 Support - 8.0 Operation and Control - 9.0 Performance Evaluation - 10.0 Improvement Brief Introduction to ISO 45001:2018 Auditing Auditing Skills and Techniques Audit Planning and Scheduling Internal Audit Workshop Exercise Audit Findings and Reporting

Who Should Attend Managers, Engineers, Team Leaders, Executives, Supervisors and Technicians





9.6 ISO 14001:2015 Environmental Management System (EMS) Lead Auditing Training

Objectives • Understand ISO 14001:2015 clause requirements Identify gaps in the system due to the latest revision of ISO 14001 Understand the auditing skills & techniques Prepare reports for internal audit Develop questioning skill & techniques and evaluation of reports Corrective Action preparation reports

Contents • ISO 14001:2015 Brief Explanation of ISO 14001:2015 Introduction to Auditing Auditing Skills and techniques Audit Planning and scheduling (ISO 14001) Conducting Audits (Workshop Audit on ISO 14001) Audit Findings and Reporting Assessment

Who Should Attend This course is designed for personnel who are involved in the ISO 14001 Environmental Management Systems: CEO, MD, EMR, EMS Auditors, Environmental Managers, Heads of department and Engineers

Dates: March 30-31




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9.7 ISO 9001:2015 Quality Management System (QMS) Internal Auditor Training

Objectives • Explain the ISO 9001:2015 QMS Standard requirements Describe ISO 9001 QMS certification and maintenance process Prepare ISO 9001 QMS audit checklist Conduct QMS Internal audit and prepare the report

Contents • Process Approach to QMS Benefits of ISO 9001:2015 Main Changes from 2008 Version Understanding QMS Requirements ISO 9001 Registration and Audit Process ISO 9001 Internal Audit Process Internal Auditor Responsibilities Auditing and Questioning Skills Checklist Development Conducting Process Audits Reporting Audit Findings Verifying Corrective Action Practical: Conduct Internal Audit Your Role in ISO 9001 Implementation

Who Should Attend ISO 9001 QMS Internal Auditors and those involved in ISO 9001 QMS implementation





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9.8 Productivity Workshop: 6S Housekeeping

Objectives • Explain each of the 6S in detail, systems for Seiri and 7 principles of Seiton Prepare a complete Seiso schedule 6S standard: Perform audit, present report and rearrange any workplace to standard

Contents • Concept and Benefits of 6S Competitive Environment Safety: Safety First - Key Principles - Prevention Thinking - How to Integrate Safety and 5S Seiri: Organisation (Sort Out) - Need for Seiri as First Step - Seiri Methods - Mini-practical Seiton: Neatness (Systematic Arrangement) - Meaning of Seiton - 7 Principles of Efficiency - Examples of Seiton - Developing 6S Based Storage Systems - Mini-practical Seiso (Inspection & Cleaning) - Key Principles of Seiso - Clean Room Requirements - Mini-practical Seiketsu: Standardisation (Maintain) - Overview of Methods - 6S Checklists Shitsuke: Discipline (Good Habit) - Positive Discipline 6S Implementation Hands-on Practical

Who Should Attend 6S Committee members, Operations, Warehouse, Administration and Logistics personnel at all levels

Dates: October 14-15




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9.9 Risk and Opportunity Management in the Perspectives of ISO 9001:2015 and ISO 14001:2015

Objectives • Understand a variety of techniques to identify, assess, manage and monitor risk Understand the importance of planning and implementing identified risk management actions Understand the overall management of risk process Able to explain in simple term about risk Able to carry out risk identification Able to do basic risk analysis and assessment

Contents • Understanding Risk Management Step 1: Communicate and Consult Step 2: Establish the Context Step 3: Identify the Risk Step 4: Analyse the Risk Step 5: Evaluate the Risk Step 6: Treat the Risks Step 7: Monitor and Review

Who Should Attend Managers, Engineers, Executives and anyone who is looking to develop their management operation/business with

Date: February 12




9.10 Teknik Kawalan Kualiti Untuk QC

Objectives • Explain the importance of prevention • Explain the concept of zero defect • Conduct effective audits • Collect data using check sheet • Analyse data using Pareto diagrams • Implement effective segregation for the production floor • Read and understand AQL tables

Contents • Apakah Kualiti? • Bagaimana Mencapai Kualiti? • Definisi Konsep ‘Zero Defect’ • Peranan dan Tanggungjawab • Sifat-Sifat QA/QC Cemerlang • Mencegah Campuran • Mengesan dan Mencegah ‘Rejects’ • Pengumpulan Data • Analisa Data • Jadual AQL • Analisa Berlapisan

Who Should Attend QA/QC Inspectors, QA/QC Supervisors, QA/QC Auditors and Quality Checkers

Date: March 18-19




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9.11 The 7 New QC Management Tools

Objectives • Know the broad range of tools available for process analysis Understand the types of situation for which each of the tools is typically used Familiar with the Plan-Do-Check-Action (PDCA) improvement cycle and how the tools support the cycle Learn the applicable methods for analysing, mapping and documenting processes Understand simple statistical measure used for analysing data Able to use survey results to guide process improvement efforts Appreciate the need for systematic thinking in problem solving and decision making situations Anticipate potential problems and opportunities Manage complex issues

Contents • The 7 New QC Tools and the Relationship with QMS Traditional QC Tools Systematic Approach – PDCA Cycle Relation to Old Tools Visual Definition of Problem Where do “Gaps” Arise Define the Problem Tool 1: Affinity Diagram Tool 2: Relations Diagram Tool 3: Tree Diagram Tool 4: Matrix Diagram Tool 5: Matrix Data Analysis Tool 6: Process Decision Programme Charts Tool 7: Arrow Diagram Other Useful Problem Solving Tools/Concepts

Who Should Attend Managers, Quality Executives, Officers and anyone who is involved in solving management problems

Date: April 20-21, October 21-22




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9.12 Total Quality Management

Objectives • Be apprised of the importance of quality models • Understand various quality concepts and practices • Understand Total Quality Management (TQM) philosophy • Learn and apply the TQM improvement tools to enhance customer satisfaction and improve processes within their organisation • Gain an understanding of other widely-used improvement methodologies

Contents • Principles of TQM - The Evolution of Quality Management • Quality Management System - ISO 9001:2015 QMS and ISO 14001:2015 EMS • Quality Tools and Methods - Application of 7QC Tools in Problem Solving - 7 QC Tools and 7 New QC Tools - 5S, Kaizen, Six Sigma, Bench Marking, Poka Yoke, etc. • Quality Planning and Implementation - Implementation of Total Quality Management in Organisation • TQM Audit - How to Conduct an Effective Internal Quality Audit

Who Should Attend CEOs, General Managers, Officers, Engineers, Executives, Supervisors, Secretaries and Administrators





9.13 Understanding IATF 16949:2016 Requirements

Objectives Organise documents according to IATF 16949:2016 to demonstrate effective planning, operation and control

of process Understand risk-based thinking support and application of the process approach Understand the changes between ISO/TS 16949:2009 and IATF 16949:2016 requirements Assess the level of complexity of translating to IATF 16949:2016 and develop a consistent plan for transition Determine potential strategies and actions to ensure effective implementation of IATF 16949:2016

Contents • Background of Changes Context of the Organisation Leadership Planning Support Operation Performance Evaluation Improvement

Who Should Attend Multi-disciplinary team members involved in IATF: Sales and Marketing, Design and Development, Procurement and Purchasing, Production, Engineering, Quality Assurance, Maintenance, Tooling, etc

Dates: March 16-17, October 21-22




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9.14 5S Awareness and Auditing at Workplace [NEW]

Objectives • Set up 5S Organisation • Perform 5S audit • Develop 5S audit criteria

Contents • 5S Awareness • An Overview of 5S - Organisation - Orderliness - Cleanliness - Standardised Clean Up - Discipline • Setting Up 5S Organisation • Implementation of 5S Auditors - Internal Audit - Training - Develop Audit Criteria - Preparation for Audit Before/During/After

Who Should Attend 5S Committee Members and anyone who are involved in 5S auditing activities

Dates: Upon request



9.15 Failure Mode and Effect Analysis (FMEA)

Objectives • Identify potential failure modes in a product, process or service • Determine the effects and cause or causes of the potential failure • Determine and implement preventive actions • Increase the productivity of the organisation by reducing the likelihood of products and services failure

Contents • What is FMEA? • Why do Companies Use FMEA? • When to Use FMEA? • Types of FMEA • Where to Use FMEA? • How does an FMEA Work? • Key Steps to Create FMEA • Case Study – Examples of FMEA from other companies & industries • Create Your Own FMEA (Hands on exercise) • FMEA Limitations and Pitfalls

Who Should Attend Managers, Engineers, Executives, Supervisors, Technicians and Team Leaders

Dates: Upon request



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9.16 Fundamentals of Geometric Dimensioning & Tolerancing (GD&T)

Objectives • Understand benefits of using and applying GD&T • Apply clear and concise technique to reduce error and confusion • Evaluate tolerances for size, form, orientation and location • Interpret drawings and determine correct datum usage and how it affects manufacturing and inspection

Contents • Objectives and Basic Overview • History of GD&T • Comparison between Traditional Method and GD&T • How to Interpret Drawings Prepared to the GD&T ASME-Y14.5 or ISO 1101 Standard • How to Recognise Standard GD&T Symbols and Terms • Types of Tolerances and Interpretation • How to Identify and Interpret Datum • How to Read Feature Control Frame (FCF) • Form Tolerances: Flatness, Cylindricity, Straightness and Circularity • Orientation Tolerances: Perpendicularity, Parallelism and Angularity • Location Tolerances: Effects of Material Modifiers • Profile Tolerances: Profile of a Surface and Profile of a Line • Positional Tolerance • Multiple and Composite FCF

Who Should Attend Anyone required to interpret mechanical product drawings, such as manufacturing, inspectors, quality, drafters, pur-chasing or those required to interpret an engineering drawing utilising GD&T

Dates: Upon request



9.17 MS 1514:2009 Good Manufacturing Practice (GMP) – General Principles of Food Hygiene

Objectives • Understand MS 1514:2009 Requirements and the importance and necessity of GMP for the food industry • Legal and GMP requirements in accordance with MS 1514 & MS 1480 • Preparation of pre-requisite programmes and practices of GMP

Contents • Introduction and Overview of GMP • Definition and Terms Used • GMP-What, Why, Benefits and Legal Issues • Design and Facilities • Control of Operation • Maintenance, Cleaning and Sanitization • Personnel Hygiene • Transportation and Distribution • Product Information • Training • Internal Inspection • Management Review • Legal Requirements • Practical Workshop on GMP

Who Should Attend This course is designed for personnel who are involved in the management of food hygiene and safety; HACCP Team members, Team Leaders, Food Inspectors, Food Safety Practitioners and other personnel involved in the de-velopment of GMP and HACCP

Dates: Upon request



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9.18 IATF 16949 Core Tools

Objectives • Interpret and understand the IATF 16949:2016 Core Tools • Apply the requirements towards conformity and integrity of the quality management system • Provide guidance and assistance in order to improve documented information with regards to AIAG Core Tools requirements

Contents • Failure Mode Effect Analysis (FMEA) • Measurement System Analysis (MSA) • Statistical Process Control • Advance Product Quality Planning (APQP) • Production Part Approval Process (PPAP)

Who Should Attend Multi-disciplinary team members involved in IATF who are already familiar with TS 16949 Core Tools: Sales and Marketing, Design and Development, Procurement and Purchasing, Production, Engineering, Quality Assurance, Maintenance, Tooling, etc

Dates: Upon request



9.19 Introduction to Hazard Analysis & Critical Control Point (HACCP)

Objectives • Introduction to the concepts of hazards and risks in food manufacturing • Gain an understanding of food safety matters and the legal implications • Understanding of the 7 principles of HACCP • Identification of Critical Control Points • Equip with practical knowledge on requirements of HACCP (MS 1480:2007) • Learn to develop a HACCP plan, evaluate and control food safety hazard

Contents • Introduction to HACCP Management system • Definition and Terms Used in HACCP • HACCP-What, Why, Benefits and Legal Issues • Pre-requisite Programmes • HACCP System Requirements • Other Requirements • Operation of the HACCP System • Maintaining the HACCP System • Application of the HACCP System • Practical workshop on HACCP Identification

Who Should Attend This course is designed for personnel who are involved in the management of food hygiene and safety and anyone who needs to understand the principles of effective hazard analysis and management, Food Technologists, Food Safety Practitioners, Middle Managers and Supervisors in the food, beverages, farming, pest, drug & cosmetic processing and food manufacturing companies

Dates: Upon request



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9.20 Kaizen: Create a Culture of Continuous Improvement

Objectives • Increase productivity and gain new skills, knowledge and experience Identify and eliminate wastage at workplace and apply effective 5S procedures Achieve new breakthroughs – multi-skill, gain interpersonal skills and empowerment Increase Profitability Margin and growth by positioning the company and gain Market Share

Contents • Introduction to Kaizen Connecting Kaizen with Strategic/Tactical Objectives Identify Problems Implementation of Kaizen Strategy Evaluate Kaizen Activities Kaizen Reports and Awards

Who Should Attend Line Managers, Supervisors, Line Leaders, Executives, Technicians and Trainers

Dates: Upon request



9.21 Lean Production System Training

Objectives • List the 7 wastes in operations and ways to eliminate them Quantify Value-Added, Non Value-Added and Necessary Non Value-Added activities in the workplace Explain key principles and benefits of Lean Production System Identify Waste Elimination and Lean Implementation opportunities in the workplace Develop a Lean Implementation Plan for own workplace

Contents • The Productivity Challenge Waste of Time (Waiting) Waste of (Excessive) Motion Waste of (Excessive) Transport Waste of Defects (Poor Quality) Waste of Process Waste of Excessive Stock Waste of Overproduction Waste of Manpower and Space Value-Added, Non Value-Added and Necessary Non Value-Added Process Lean Manufacturing Value Stream Mapping Waste Elimination Continuous Improvement – Towards Perfection Lean Implementation Production Simulation

Who Should Attend Managers, Executives and Supervisors in Production, Planning, Purchasing, Warehousing and Distributions areas

Dates: Upon request



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9.22 Minitab Basic for Data Analysis

Objectives • Plot commonly used graphs Calculate Central tendency and spread of data Calculate capability indices Calculate Gage Repeatability and Reproducibility Plot and interpret Six-Pack

Contents • Introduction to Minitab Generating Common Charts in Minitab Statistical Calculations Using Minitab Gage Repeatability and Reproducibility using Minitab The Power of Six-Pack Practical Test: Analysis of Three Sets of Data Using Minitab

Who Should Attend Managers, Engineers, Executives, Technicians and Supervisors in Manufacturing, QA/QC, SQA and R&D department

Dates: Upon request



9.24 Productivity Workshop: 5S Implementation at Workplace

Objectives • Explain each of the 5S in detail Explain at least three systems for Seiri Explain the seven principles of Seiton Prepare a complete Seiso schedule Perform 5S audit and present report Rearrange any workplace to 5S standard, given a work area and materials Use 5S kit to start 5S implementation

Contents • Concept and Benefits of 5S SEIRI – Organisation (Sort Out) SEITON – Neatness (Systematic Arrangement) SEISO – Cleaning (Cleaning and Inspection) SEIKETSU – Standardisation (Maintain) SHITSUKE – Discipline (Good Habits) 5S Implementation Practical 5S Implementation Kit

Who Should Attend 5S Committee Members, Manufacturing, Administrative and Logistics personnel at all levels

Dates: Upon request



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9.24 Quality Improvement Workshop: Measurement and Calibration System

Objectives Explain meaning of resolution, accuracy, bias, reproducibility, repeatability and hierarchy of standards as

applied to a measurement system Explain how to choose suitable measurement instruments for given measurement Design a calibration system Perform GR&R study Describe proper care of measuring instrument

Contents • Understanding the Management System Choosing a Measuring Instrument Calibration Gauge Repeatability and Reproducibility (GR&R) Study Handling Measuring Instruments

Dates: Upon request



9.25 Teknik-Teknik Peningkatan Produktiviti

Objectives • Explain the importance of analysing and improving productivity in today's business environment Define and measure productivity Identify opportunities for productivity improvement Identify obstacles to productivity Develop and evaluate productivity improvement ideas Develop action plans to implement productivity improvement ideas

Contents • Produktiviti Teknik Peningkatan Produktiviti Pengukuran Kerja Model Rujukan Penyelenggaraan Produktif Menyeluruh (TPM) Pengurangan Kos Bahan Pengurusan Kos Tentu Ukur (Benchmarking) Tindakan Mengelak Pembaziran dan Meningkatkan Produktiviti

Who Should Attend Managers, Department Heads, Executives, Supervisors and those who are interested to acquire the necessary knowledge and skills in improving productivity management in an organisation

Dates: Upon request



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10. INDUSTRIAL SAFETY

10.1 Accident Prevention and Investigation at Workplace

Objectives • List down accident prevention programmes • Identify minor and major accidents including near misses • Identify the goal of accident investigation, direct, indirect, and root causes of accidents • Identify basic steps in accident investigation and write accident investigation report correctly

Contents • What is an Accident? - Types of Accident • Accident Prevention Programmes - Management Commitment - Employee Involvement - Safe Work Practices - Workplace hazard assessment • Accident Investigation - What to Investigate and Why - Being Prepared (Policies/Procedures, Team and Investigation Kit) - What to Do First (Providing Medical Care, Dealing With the Immediate Risk) - How to Conduct an Investigation - Secure and Evaluate the Accident Scene - Collect Evidence and Gather Facts - Interview Witnesses, Analyse and Find the "Root Cause" - Write Report and Follow Up

Who Should Attend Safety Committee Members, Managers, Supervisors, workers and contractors who may be involved in accident prevention programme and investigation





10.2 Behaviour-Based Safety and Safety Performance Measurements

Objectives • Enable an organisation to undertake a Behaviour-Based Safety programme • Use the safety metrics techniques of performance measurement • Comply with legislative requirements for a safe workplace using the behavioural psychology technique • Understand why positive reinforcement is more effective than negative reinforcement

Contents • Behaviour-Based Safety: What is it? • Unsafe Act/Condition • Behaviour and Attitude and Readiness for Behaviour-Based Safety • Setting Up the Behaviour-Based Safety Process • Identifying At-Risk Behaviours Using Critical Behaviour Inventory • Monitoring and Reviewing • Keys to the Success of Behaviour-Based Safety Programme • Avoid Pitfalls in Behaviour-Based Safety Programme • Safety Metrics and Performance Measurement • Benchmarking and Auditing Safety Performance

Who Should Attend Safety Practitioners, Safety and Health Officers, Safety Committee Members, Heads of Department, Managers, Executives and Supervisors with safety and health responsibilities





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10.3 Environment and Safety Awareness

Objectives • Understand the environment and safety impact to our life • Understand the Environment and Safety Regulations • Gain a basic understanding on ISO 14001 and ISO 45001

Contents • Global Environmental Issue • Pollution from Factory and Building • Safety and Health Regulations • Basic Understanding on ISO 14001:2015 EMS Requirements • Basic Understanding on ISO 45001:2018 Requirements






10.4 Fire Protection Systems Inspection and Audit [NEW]

Objectives • Understand the statutory and regulatory requirements of fire safety in Malaysia Understand the requirements for fire protection systems for designated buildings Learn about the principle of assessing and evaluating the effectiveness of fire protection systems for

designated buildings Understand the provisions of recommendations for improvement for designated building Fire Safety Plan Describe two different types of fire protection systems and their unique inspection and auditing requirements Follow-up on the inspection and audit findings

Contents • Statutory and Regulatory Requirements for Fire Safety in Malaysia Principle of Fire Protection for Designated Buildings Passive Fire Protection Systems Active Fire Protection Systems Fire System Inspection and Audit – Passive Systems Fire System Inspection and Audit – Active Systems Inspection and Audit Reporting Case Studies

Who Should Attend All management staff, Heads of Department, Supervisors and anyone who involved in the process of fire protection systems in any organisations





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10.5 Hand and Power Tools Safety [NEW]

Objectives • Understand the responsibilities for Hand and Power Tools Safety Learn about the importance of conducting Hazards Identification, Risk Assessment and Control in the use of

hand and power tools Describe the different types of hand and power tools Describe the different types of hazards involving hand and power tools Learn about safety precautions in the use of hand and power tools

Contents • Overview - Employer’s Responsibilities - Employee’s Responsibilities - Hazards Identification, Risk Assessment and Risk Control for Hand and Power Tools Definitions - What are Hand Tools? - Types of Hand Tools - What are Power Tools - Types of Power Tools Hazards in the Use of Hand and Power Tools - Types of Hand Tools Hazards - Hand Tools Safety Rules - Types of Power Tools Hazards - Power Tools Safety Rules Safety Precautions - General Safety Precautions for Hand Tools - General Safety Precautions for Power Tools - Common Types of Accidents in the Use of Hand and Power Tools - PPE for the Use of Hand and Power Tools - Importance of Good Housekeeping

Who Should Attend Workshop Managers and anyone working with hand and power tools

Dates: May 5, November 2




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10.6 Hazard Identification, Risk Assessment and Risk Control (HIRARC)

Objectives • State legal requirement for OSH Risk Management • Describe accident prevention philosophy • Discuss the four (4) elements of OSH Risk Management system • Elaborate four (4) major accident cases • Describe the fundamentals of hazard • Explain risk assessment and control process • Elaborate the content of DOSH HIRARC Guidelines 2008 • State the purpose of establishing OSH Risk Management – HIRARC • Demonstrate the performance of HIRARC process and preparation of HIRARC register

Contents • The Legal Requirement for OSH Risk Management • Accident Prevention Philosophy • The Four (4) Elements of OSH Risk Management System • Review of Four (4) Major Industrial Accident Cases • Fundamental of Hazard • Risk Assessment Process • Risk Control Process • Review the Content of DOSH HIRARC Guidelines 2008 • Purpose of Establishing Risk Management – HIRARC • Group Activity – Perform Hazard Identification at Workplace • Prepare HIRARC Register

Who Should Attend Safety Practitioners, Safety and Health Officers/Committee Members, Heads of Department, Managers, Executives and Supervisors with safety and health responsibilities





10.7 Occupational First Aid and Cardiopulmonary Resuscitation (CPR) Programme

Objectives • Understand basic first aid principles and procedures Identify common injuries at the workplace and learn how to deal with these injuries Possess life-saving and life-sustaining skills

Contents • Introduction to First Aid Respiratory and Circulatory System Wound and Bleeding Patient Assessment Musculoskeletal Injuries Shock Head and Spine Injuries Burn Injuries Chest and Abdominal Injuries Heart Attack and Diabetes Patient Transport Basic Life Support Cardiopulmonary Resuscitation (CPR)

Who Should Attend Management Staff, Supervisors, Production Workers and especially those in high-risk category at workplace





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10.8 Safe Forklift Driving Skills

Objectives • Learn about various components of a forklift and their functions Perform daily forklift safety performance inspection and preventive maintenance Learn about loads, safe operating procedures and operational rules of a forklift Acquire proper skills required to drive a forklift and practice safe driving skills at the workplace

Contents • Personal Safety Accident Statistics/Causes Components of a Forklift Forklift Checks and Inspections Loads Handling Safe Operating Procedures Operational Rules Forklift Familiarisation Safety, Performance Inspection and Preventive Maintenance

Who Should Attend Supervisors, Line Leaders, Forklift Operators who have just started to handle a forklift and others who have no expe-rience in handling forklifts

Dates: January 15, July 15




10.9 Scheduled Waste Management

Objectives Understand the legal provisions of the Environmental Quality Act 1978 and Environmental Quality (Scheduled

Wastes) Regulations 2005 Understand the roles of the employer and employee in sustaining and upholding the Environmental laws and

regulations at workplace

Contents • Introduction - Environment and Individual Responsibilities - The Corporate Governance and Social Responsibilities as an Organisation - Historical Development on the Environmental Awareness in Malaysia Legal Compliances - Elements of Environmental Quality Act 1974 and Environment Quality (Scheduled Wastes) Regulations 2005 on Employers and Employees Roles - Legal Compliances to DOE Requirements (Amendments) on Scheduled Waste Management - Globally Harmonised System and Its Implications Types of Scheduled Waste and its Process Flow Regulations 3 ~10 on Scheduled Waste Management and Relevant Schedules in Relation to Notifications,

Treatment, Storage, Labelling Inventory Management and Disposal Online Management of Scheduled Waste Notifications and Modes of Payment

Who Should Attend Group Leaders, Executives and Employees who are directly involved in managing the various emission or discharg-es that have to be in stringent compliance to the environmental legal requirements





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10.10 Warehouse Safety and Manual Material Handling

Objectives • Understand obligations in accordance with legal safety requirement of Malaysia Able to identify the existing and potential hazards in the warehouse Apply risk assessment and control techniques at the warehouse Understand the importance of workplace housekeeping Perform hazardous materials storage safely Know the chronic effects of incorrect manual handling Carry out manual handling and lifting materials correctly using ergonomic techniques Able to segregate materials according to their compatibility Follow safe operation of forklift, hand truck and powered pallet truck Understand and carry out fire safety procedure effectively

Contents • Legal Obligations of Employers and Employees Hazard Identification, Risk Assessment and Control Identification of Hazardous Materials Manual Handling/Lifting Materials Forklift Powered Pallet Truck, Hand Truck, etc. Fire Hazards

Who Should Attend Occupational Safety and Health Committee, Warehouse Supervisors, Material Handlers, Forklift Drivers, Vehicle Op-erators and those working in a warehouse environment





10.11 Total Chemical Safety Management

Objectives Have a better knowledge on the existing regulations on Chemical Usage and Exposure, Scheduled Waste and

Chemical Spill Response Able to segregate chemical properly during storage and usage Able to properly apply the PPE and Engineering control involved Able to interpret Safety Data Sheet (SDS) Familiar with the Chemical Spill Procedure and existing chemical spill equipment

Contents • Safety as a Working Culture Discussion on current chemical work-tasks & processes Basic Chemical Safety OSH (CLASS) Regulation 2013 OSH (USCEHH) Regulation 2000 DOE (Scheduled Waste) Regulations 2005 ICOP & Guidelines-related to Chemical Safety Safety Data Sheet (SDS) –tips for better understanding Understanding Information on Scheduled Wastes Towards Chemical Safety Management Proper Selection and Usage of the PPEs for chemical safety Requirements for Chemical handling & spill decontamination equipment Procedure for Chemical Spill Decontamination Response Multimedia presentation on Chemical Safety & Response Chemical Spill Response Report-writing & presentations Proposed Chemical Management & Chemical Spill Procedure

Who Should Attend Safety Officer, Safety and Health Committee Members, Laboratory and Workshop-related Lecturers and Techni-cians, Security Supervisors, External Landscape Contractors, Canteen Supervisors, Housekeeping Supervisors, and anyone who works with chemicals





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10.12 Understanding Noise Exposure Regulations 2019: Identify Potential [NEW] Improvement and Instil Safety Practices

Objectives • Gain and understanding on the process of noise exposure Learn about the practical approach of noise exposure

Contents Types of Noise Occupational Safety and Health (Noise Exposure) Regulations 2019 Details of FMA 139 Noise Exposure Regulations 1989 vs OSH (Noise Exposure) Regulations 2019 Control Measures Noise Protection Device Noise Measurement Device Device Maintenance Prevention Strategies Benefits of Wearing Hearing Protection Device

Who Should Attend Managers, Engineers, Supervisors, Technicians, Line Leaders, and Operators

Dates: January 16, July 16




10.13 Understanding and Implementing Job Safety Analysis (JSA)

Objectives Understand the importance of Job Safety Analysis (JSA) Risk Management in achieving zero accident and

safe work place Explore the elements of effective hazard identification and control programme Discuss the steps in the hazard identification and control worksheet Understand the concept of OSH Risk Management at workplace Able to prepare a JSA list for an organization

Contents • Legal Requirements for OSH Risk Management Accident Prevention Philosophy 4 Elements of OSH Risk Management System Introduction to JSA OSH Risk Management Fundamental of Hazard Risk Control Purpose of Establishing a JSA Risk Management Group Activity – Perform JSA at Workplace Prepare JSA Register – Group Presentation

Who Should Attend Safety Practitioners, Safety and Health Officers, Safety Committee Members, Heads of Department, Managers, Ex-ecutives and Supervisors with safety and health responsibilities





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10.14 Basic Occupational First Aid, CPR and AED

Objectives • Understand basic first aid principles and procedures Identify common injuries at the workplace and how to deal with these injuries Possess life-saving and life-sustaining skills

Contents • Basic First Aid Principles Objective of First Aid Basic First Aid Equipment Patient Assessment Soft Tissue Injuries Practical: Dressing and Bandages Casualty Simulation Management of Electrical Shock Head and Spine Injuries Practical: Immobilizing the head and spine Management of Electrical Burn Practical: Burn Dressing Muscular skeletal injuries Practical: Splints and splinting techniques Casualty Simulation Patient transportation Demonstration - CPR & Choking How to use AED Practical: CPR

Who Should Attend Management Staff, Supervisors, Production Workers and especially those in high-risk category at workplace

Dates: Upon request



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10.15 Chemical Safety and Noise Management at Workplace

Objectives • Understand the legal and statutory requirements Understand the USECHH 2000, Class 2014 Regulations on Chemical Management and Compliances Interpret MSDS Understand the Noise Exposure Regulations and compliance Carry out audiometric testing programme and record keeping Carry out best practices at workplace

Contents • Chemical Handling Safety - Introduction to Chemical Hazard and Accidents/Near Misses at Workplace - Chemical Hazard Statutory Requirements - How do Chemicals Affect Your Health - Specific Chemical Hazards and Harmful Effects – Compatible and Incompatible Chemicals - Health Monitoring - Safety Data Sheet and Regulatory Requirements - Chemical Health Risk Assessment-Purpose and Objectives - Contents and Assessment process of CHRA - Chemical Safety Management Principles, Cradle to Grave - Chemical Analysis Methods Noise Management - Definition of Noise, Ambient and Impulsive Noise - Employee Exposure, Equivalent Continuous Sound Level - Hearing Impairment and the Causes - Obligation of Employee and Employee under the Regulations - Permissible Exposure Level - Initial Employee Exposure Monitoring - Negative Initial employees exposure monitoring - Employee Notifications - Methods of Compliance - Hearing Protective Devices - Audiometric Testing Programme, Frequency of Audiometric Testing - Permanent Standard Threshold Shift - Information and Training - Warning Signs, Record Keeping and Test Records - Penalty

Who Should Attend Interested Safety Committee Members, Maintenance Workers or Group Leaders

Dates: Upon request



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10.16 CLASS Regulations 2013: Implementation and Compliance Workshop

Objectives • Gain insights on provisions of CLASS Regulations 2013 Enable importers and manufacturers to comply Be conversant with chemical labelling and the use of Safety Data Sheet

Contents • Globally Harmonised System (GHS) of Classification and Labelling of Chemicals Benefits of Complying with the CLASS Regulations Main provisions of the CLASS Regulations - Definitions - Classification - Packaging - Labelling - Safety Data Sheet - Inventory - Confidential Business Information Overview on the Requirements of the Industry Code of Practice on Chemicals Classification and Hazardous

Communication

Who Should Attend Safety and Health Practitioners/Committee Members/Officers, Heads of Department, Managers, Executives, Super-visors and those who are required to work with chemicals

Dates: Upon request



10.17 Developing Effective Hearing Conservation Programme for Safe Work Environment

Objectives Determine when noise is excessive Recognise warning signs of hearing damage Explain how hearing loss occurs Proper care for hearing protectors

Contents Noise Exposure - How the Ear Works - Excessive Noise - Factors Affecting Hearing Assessment and Evaluation - Warning Signs - Hearing Tests Hearing Protection - When to Use Hearing Protection - Ear Plugs, Ear Band and Earmuffs

Who Should Attend Safety Practitioners, Safety and Health Officers, Safety Committee Members, Heads of Department, Managers, Executives and Supervisors

Dates: Upon request



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10.18 Effective Environmental, Occupational Health and Safety Management

Objectives Understand the importance of an effective environmental, occupational safety and health committee Understand the important regulatory provisions of the Factory and Machinery Act, Occupational Safety and

Health Act and its Regulations especially the Safety and Health Committee Regulations Understand the newly-revised Environmental Quality Act 1974 (amendment 2012) Use the various techniques and tools to determine the root cause of the accident and to analyse the findings

to prevent such reoccurrence

Contents Environmental, Health and Safety (EHS) Management Elements and Components of EHS Management An Effective EHS Committee Adhering to the Legal Requirements The Environmental Quality Act 1974 & Amendment 2012 Accident Investigation Hazard Identification, Risk Assessment and Control How to Conduct a Job Safety Analysis Chemical Safety Why an EHS Committee Fail

Who Should Attend Safety Practitioners, Safety and Health Officers, Safety Committee Members, Heads of Department, Managers, Ex-ecutives and Supervisors with safety and health responsibilities

Dates: Upon request



10.19 Emergency Response Plan, Response Team, Evacuation Drill and Chemical Spills Clean-Up

Objectives Identify potential company emergencies Understand the steps in responding to these emergencies Know the procedures for summoning assistance Perform emergency response responsibilities effectively Understand evacuation drill and chemical spill clean up Continuously improve the response capability

Contents Types of Workplace Emergencies - Identification, Evacuation and Control of this Emergency Responding to Emergency - Responsibilities of Emergency Response Team (ERT) - Building Evacuation, Routes and Exits - Assembly Area(s) and Headcount - Facility Shutdown - Recovery and Restoration - Resuming Operation Chemical Spill Response - Minor and Major Spill Procedures - Chemical Spill Kits Emergency Evacuation Drill - Evacuation Procedures - Testing the Procedures - When to Perform the Drill

Who Should Attend ERT Members, OSH Committee Members and anyone who wants to implement an emergency response plan to manage its potential emergencies within their organisation

Dates: Upon request



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10.20 Fire Prevention and Fire Fighting – Train the Trainer Course

Objectives Obtain greater Fire Safety awareness Enhance fire-fighting skills Respond to emergency situations Familiarise with Fire Fighting equipment Learn to prevent fires and douse fires during initial stage

Contents “Bomba Act” 1998 Fire Safety and Preventing Controls at the Workplace Fire Fighting Care and Maintenance of Fire Protection Equipment What You Should Know Before a Fire Breaks Out Know How to Use Fire Protection Equipment to Control Fire “Hot Fire” Simulation Fire Evacuation Drill Team Dynamics

Who Should Attend ERT Members, OSH Committee Members and anyone who wants to implement an emergency response plan to manage its potential emergencies within their organisation

Dates: Upon request



10.21 Food Handling and Food Safety (awarded with Food Handling Certificate)

Objectives Memastikan pekerja mampu mengamalkan sistem keselamatan makanan Memahami tanggungjawab individu dalam membangunkan dan mengekalkan prosedur pengurusan keselamatan makanan

Contents Food Handling Certification - Pengenalan Asas Kebersihan dan Keselamatan Makanan - Pencemaran Makanan - Kebersihan Diri Pengendali Makanan - Kebersihan Premis Makanan - Kawalan Sisa Buangan - Kawalan Makhluk Perosak - Akta Makanan 1983 dan Peraturan-peraturan Makanan 1985 Food Safety - Food Storage: Temperature and Time Control - Food Handling - Farm to Fork

Who Should Attend All levels of employees who directly and indirectly handle food

Dates: Upon request



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10.22 Hazard Identification and ERP for Safety and Health Committee

Objectives Learn the finer points of how to design, plan and conduct risk assessment at the workplace and take corrective

action Acquire knowledge on how to carry out a hazard identification programme in order to improve the welfare and

health of employees Formulate accident and health prevention plan in order to prevent loss of life, property and productivity Plan emergency programmes which are relevant to their company/industry Identify specific outside agencies for assistance during an emergency Control panic by establishing chain of command during an emergency Identify types of training to prepare all staff in case of emergency

Contents Recognition and Identification Evaluation and Risk Assessment Hazard and Risk Control Hierarchy and Risk Control Processes of Loss Control Introduction to Workplace Risk Assessment and Control (WARC) The 5 W’s Of Workplace Risk Assessment and Control Suitability of Workplace Risk Assessment and Control Methodology Workplace Risk Assessment and Control Methodology Risk Ranking System What Kind of Plan Does One Need? Types of Emergencies Plan of Action Outside Help

Who Should Attend Safety and Health Committee Members

Dates: Upon request



10.23 How to Develop an Effective Safety and Health Committee

Objectives Gain an in-depth understanding of Occupational Safety and Health (Safety and Health Committee)

Regulations 1996 Provide an insight into the changes that this promulgation brought along Understand the legal requirements, safety techniques and relevant standards

Contents Introduction to Malaysian Safety & Health Legislation Loss Control Fundamentals Interpretation of Occupational Safety and Health (Safety and Health Committee) Regulations 1996 What are the Legal Requirements? Functions, Objectives and Types of Committee Composition and Duties of Committee Accident Prevention Measures The Criteria of an Effective Safety Committee Checklist for Safety Committee and Occupational Safety and Health

Who Should Attend Safety Practitioners, Safety and Health Officers, Safety Committee Members, Heads of Department, Managers, Executives and Supervisors with safety and health responsibilities

Dates: Upon request



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10.24 Mengendali Bahan Kimia Dengan Selamat

Objectives Memahami peruntukan perundangan yang berkaitan Mengenalpasti dan menyatakan ciri-ciri label yang betul Merancang dan melaksanakan langkah-langkah kecemasan Melaksanakan pemeriksaan keselamatan di tempat kerja

Contents Prinsip Pengurusan Keselamatan Kimia Akta Keselamatan dan Kesihatan Pekerjaan 1994 Risalah Data Keselamatan Kimia Penggunaan dan Standard Pendedahan Bahan Kimia Berbahaya Kepada Kesihatan Kawalan Terhadap Bahaya Kemalangan Besar Dalam Perindustrian Pertolongan Cemas dan Pelan Tindakan Kecemasan Prosedur Pengendalian yang Selamat Pengangkutan dan Penstoran Bahan Kimia Kesan Kesihatan Bahan Kimia Alat Lindung Diri dan Praktikal Perbincangan dan Praktikal

Who Should Attend Juruteknologi Makmal Perubatan/Ahli Jawatankuasa Keselamatan dan Kesihatan, Pegawai/Pengamal Keselamatan dan Kesihatan dan Pekerja yang mengendali bahan kimia

Dates: Upon request



10.25 PPE at Workplace: Promoting Good Safety Practice and Compliance

Objectives Understand the uses and applications of PPE at the workplace Instil the culture of PPE usage at the workplace Provide a safe and accident-free environment at the workplace Improve the productivity, quality and cost for the organization

Contents Elements of Occupational Safety and Health Act 1994 for Compliance of Employee and Employer Heinrich Theory and Causes of Accidents at Workplace Hierarchy of Safety Measures The Requirements of PPE Hazard Assessment Selecting PPE Proper usage of PPE Eye, Face and Head Protection Hand and Arm Protection Body Protection Hearing Protection Respirators Failures and Impacts of Wrong Usage and Misuse of PPE

Who Should Attend Safety Practitioners, Safety and Health Officers, Safety Committee Members, Heads of Department, Managers, Executives and Supervisors

Dates: Upon request



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10.26 Operation Reach Truck Safety

Objectives Handle and maintain the stability of the reach truck Lift and move loads safely Properly travel on level and sloped surfaces safely Protect pedestrians from being injured by the reach truck Follow safe operating procedures

Contents Stability Characteristics Handling Characteristics The Difference Between a Forklift and a Reach Truck Arrow Wheel Base Hazards Loading and Unloading Pre-Operational Inspection Lifting and Moving Loads Safely Parking the Truck Safe Driving Techniques

Who Should Attend Reach Truck Operators, Supervisors, Line Leaders and those who are required to drive the reach truck

Dates: Upon request



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11. COMMUNICATION

11.1 Effective Communication Skills at Workplace

Objectives • Understand total listening techniques • Understand effective verbal and non-verbal communication techniques • Master the use of body language and critical communication at workplace • Improve in the telephone etiquette and email communication dynamics

Contents • Emphatic Listening • Active and Attentive Listening • Art of Listening • Technique of Listening • How We Communicate • Technique of Communication • Communication Skills at Work • Professional Telephone Etiquette • Email Communication Dynamics

Who Should Attend All levels of employees who want to improve their communication skills at workplace





11.2 Effective Communication towards Efficient Problem-Solving and Decision-Making

Objectives Demonstrate the six professionalism essentials in handling constructive feedback towards appropriate problem

-solving and decision-making Apply the ‘4R Principle’ towards effective communication to understand and assess a problem effectively Apply the ‘F.A.S.T. Principle’ to identify and rectify a problem efficiently

Contents Six Professionalism Essentials in Handling Constructive Feedback - Essential 1: Be Open When Receiving a Constructive Feedback - Essential 2: Listen to Understand Through Attentive Listening

- Essential 3: Reach a Deeper Understanding to Foster a Win-Win Situation - Essential 4: Speak to be Understood in a Professional Manner - Essential 5: Get What You Project and Expect - Essential 6: Transform Conflict to Cooperation

Apply the ‘4R Principle’ towards Effective Communication - Receive - Relate - Reinforce - Reframe Apply the ‘F.A.S.T. Principle’ to Identify and Rectify a Problem Effeciently - Focus - Ask to Speak - Take the Right Action

Who Should Attend Managers, Executives and Supervisors





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11.3 English for Customer Service

Objectives • Communicate confidently and effectively with customers • Produce grammatically correct sentences and clear messages • Able to listen well and speak with correct pronunciation

Contents • Speaking Skill - Greetings - Polite Requests and Refusals - Giving and Clarifying Information - Dealing with Complaints - Making Apologies • Listening Skill - How to Listen Without Interrupting - Practice Active Listening - Practice Listening and Decoding Messages • Vocabulary - Words Related to Specific Industry and Service - Phrases Needed for Specific Business Objective • Grammar - Making Sentences - Framing and Answering Questions • Pronunciation and Intonation - Oral Practice and Drills

Who Should Attend Customer Service/Customer Care, Sales, Marketing and Front Desk Staff





11.4 Improving Interdepartmental Communication

Objectives • Understand the sources and the causes of interdepartmental conflicts • Take the responsibility to lead corrective measures • Build confidence in leading people in doing what should be done and not what they like done • Learn the behavioural skills of improving interdepartmental communication and how to use them at the workplace • Build levels of communication skills to help achieve the above • Understand the paradigm of communication in conflict • Realise their ultimate responsibility as team leader and colleagues is to obtain results through managing people and how they collaborate • Practice creating rapport, setting goals and managing consequences

Contents • Communication Problem • Remove the Silo Mentality • Initiation of Interdepartmental Communication • Styles of Communication • Analysis of Your Communication Style






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11.5 Effective Business English and Report Writing [NEW]

Objectives Improve Communication skills through better verbal and written English Give better corporate image Acquire techniques for better written reports Learn the methods of how to keep a conversation going Know how to communicate effectively through electronic media Learn how to write up effective and readable report

Contents Making an Impression Communication Communications on the Job Basics of Report Writing Key Thoughts Before Writing Structure of Reports Writing Tips Workshop – Report Writing Class Assignment

Who Should Attend Managers, Assistant Managers, Officers and Operational staff





11.6 Enhancing Communication and Interpersonal Skills at the Workplace

Objectives • Recognise communication problems and barriers • Implement techniques to resolve communication problems and barriers • Demonstrate the basic general rules of effective communication • Use special techniques in specific communication situations • Develop the qualities of interpersonal skills for personal and team effectiveness • Manage emotions of self and others for positive relationship • Build positive interpersonal communication skills • Work with people whose personalities and communication styles that are different from you • Increase people power to connect and rapport with people effortlessly • Deliver criticism and solve conflict in a constructive manner • Handle diverse and difficult people with less stress and more understanding

Contents • Introduction to Effective Communication • Barriers to Effective Communication • Communicating Effectively • Understanding Perception, Self-Concept and Expressing Emotions • Listening and Feedback Skills to Build High-Performance Work Relationships • Being a Team Player: The Synergistic Impact of All Your Interpersonal Skills • Managing the Whole Role: Time Management System and Practices

Who Should Attend Managers, Team Leaders and Supervisors who want to maximise their positive impact on others through effective interpersonal and communication skills

Dates: Upon request



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11.7 Kemahiran Berkomunikasi dan Pembentukan Kumpulan Kerja

Objectives • Meningkatkan kesedaran tentang pentingnya kemahiran komunikasi dan interpersonal yang baik untuk memajukan organisasi • Memahami proses komunikasi dan implikasinya terhadap keberkesanan pengurusan • Mendedah kepada teknik berkomunikasi di peringkat individu dan kumpulan • Memahami asas-asas komunikasi berkesan dan peranan pentingnya dalam kerjaya serta kehidupan peribadi kita • Mengenalpasti rintangan dan halangan dalam komunikasi dan cara-cara berkesan mengatasinya • Meningkatkan kemahiran mendengar • Mengendalikan situasi komunikasi yang sukar • Meningkatkan keyakinan diri serta kemahiran berinteraksi dengan orang lain di pelbagai peringkat

Contents • Pengenalan kepada Komunikasi antara Perseorangan • Persepsi dan Komunikasi antara Perseorangan • Kemahiran Mencerap dan Memberi Respon • Berkomunikasi Secara Verbal • Berkomunikasi Secara Bukan Verbal • Hubungan Interpersonal • Kemahiran Memulakan dan Mengakhiri Hubungan dan Komunikasi • Pengendalian Konflik dalam Hubungan Interpersonal

Who Should Attend Eksekutif, Penyelia dan kumpulan sokongan

Dates: Upon request



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12. INFORMATION AND COMMUNICATION TECHNOLOGY

12.1 Microsoft Excel 2013 Essential Skills

Objectives Learn to get familiar with Excel ribbons Enter, format data and calculate total and summary using formulas Highlight data to meet specific conditions, restrict data entries, create reports and charts

Contents Getting Started Entering & Formatting Data, Numbers and Tables Calculating Totals and Summaries Using Formulas Data Validation Conditional Formatting Managing Multiple Worksheets Printing: How Not to Have “Sexy on Spreadsheet, Ugly on Printout” Basic Skills for Chart Makers Using Excel Productively

Who Should Attend Anyone with basic knowledge in using Windows

Dates: To be advised


Fees: FMM Members RM371 Non-Members RM424


12.2 Microsoft Excel 2016 Essential Skills

Objectives Learn to get familiar with Excel ribbons Enter, format data and calculate total and summary using formulas Highlight data to meet specific conditions, restrict data entries, create reports and charts

Contents Getting Started Entering & Formatting Data, Numbers and Tables Calculating Totals and Summaries Using Formulas Data Validation Conditional Formatting Managing Multiple Worksheets Printing: How Not to Have “Sexy on Spreadsheet, Ugly on Printout” Basic Skills for Chart Makers Using Excel Productively

Who Should Attend Anyone with basic knowledge in using Windows





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12.3 Manipulating Data Effectively with Microsoft Excel 2013

Objectives Create formulas and manage data Know how to sort and filter data Analyse and managing data Automate some common Excel tasks

Contents Extract Data into Excel Data Cleansing Data Managing Table Formatting Advanced Formulas Macro

Who Should Attend Participants should have experience in creating, editing, formatting, saving, and printing basic spreadsheets in Mi-crosoft Excel





12.4 Manipulating Data Effectively with Microsoft Excel 2016

Objectives Create formulas and manage data Know how to sort and filter data Analyse and managing data Automate some common Excel tasks

Contents Extract Data into Excel Data Cleansing Data Managing Table Formatting Advanced Formulas Macro

Who Should Attend Participants should have experience in creating, editing, formatting, saving, and printing basic spreadsheets in Mi-crosoft Excel





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12.5 Microsoft Excel Functions and Formulas

Objectives Understand the four common cell references `Test a condition’ using Logical Functions especially the `IF’ Functions that perform simple decision making

capabilities Determine type of data stored within Excel Learn concept of array Manipulate text strings in formulas Analyse and work with date and time values in formulas Convert tackle problem encountered in difference variance calculation, types of rounding and getting random-

ize numbers Know the various ways of summing and counting items in a worksheet Automate the uploading of data to a master list

Contents Creating Formulas Working with Names Information Category Logical Function Array Formulas Text Category Lookup & Reference Category Math & Trig Category Counting and Summing Category Dates and Time Category

Who Should Attend Participants should have the basics of Windows and experience working with Microsoft Excel





12.6 Advanced Microsoft Excel Functions and Formulas

Objective Harness of the functions learned and use functions such as INT, ROW, INDEX, MATCH, IF, MOD extensively

Contents Timestamp Multiple Criteria Summation Coming from the Same Column - How to Solve Without Sum Product Function

and Array Formula Index and Match Rank Values: How to Achieve Ranking Without Any Duplicates Ranks Rank Duplicates with the Same Numbers and Have the Rank Numbers to Go Sequential Without any Num-

bers Skipping Checking for Certain Word in a Phrase and Return a Value Upon it Being Found

Who Should Attend Participants must have knowledge in functions such as INDEX, MATCH, SUMPRODUCT, SUMIFS, ROW & INT





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12.7 Data Management with PivotTable Using Microsoft Excel

Objectives Able to use PivotTable as a reporting tool to create an interactive table that can quickly manipulate large

amounts of data Customise the PivotTable to change the view of the data to see summaries of the source data such as total or average, and display the details for areas of interest Convert the extracted data in PivotTable to PivotChart

Contents What is PivotTable Creating PivotTables Working with PivotTables Using PivotTables in the Real World Working with PivotCharts Analysing Multidimentional Data with PivotTables

Who Should Attend Participants should have experience in using basic Microsoft Excel





12.8 Interactive Visual Reporting and Analysis with Microsoft Excel

Objectives Understand the concepts of creating dashboards and visual displays Identify the essential techniques and methods of visual reporting Integrate all the critical components in data analysis by using the relevant functions and formulas Apply the creative combinations of dashboard charting techniques and design in analysis of data

Contents What is Visual Reporting Identifying the Right Charts in Visual Reporting Form Controls Conditional Formatting Applying Functions in Visual Reporting Evaluating Case Studies

Who Should Attend Participants are required to have the knowledge of Excel Functions



Fees: FMM Members RM1,309.10 Non-Members RM1,378


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12.9 Task Automation with Microsoft Excel Macro/VBA (Fundamental & Intermediate)

Objectives Reduce works that need to be carried out on a day to day basis Analyse data Execute task faster using Macro

Contents Working with Macro The Basics of VBA Understanding VBA The Range Object Variables Control Structures Dialogs and Forms Error Trapping Functions Procedures

Who Should Attend Participants should have experience working with Microsoft Excel





12.10 Task Automation with Microsoft Excel Macro/VBA (Advanced)

Objectives Apply VBA in PivotTable for powerful data analysis result Learn an in depth knowledge of Microsoft Visual Basic for applications to transform raw data into meaningful

information and to apply in various scenarios

Contents Arrays Strings Creating User Forms Events (Worksheet and Workbook) Files and Folder Manipulation Text File Manipulation Sending Email Accessing Data with Microsoft Access using ADO Project – Link User Form with Database

Who Should Attend Participants should have experience working with Microsoft Excel Macro or attended Tasks Automation with Mi-crosoft Excel Macro (Fundamental & Intermediate)



Fees: FMM Members RM943.40 Non-Members RM1,049.40


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12.11 Microsoft Access 2013 (Fundamental & Intermediate)

Objectives Able to start Microsoft Access Understand Microsoft Access table and field properties Understand the relationship between tables Print database data Extract data by using query Design form for user to key-in Create and generate reports

Contents Introduction to Database Getting Started Creating a Database Creating a New Table Choosing Field Data Types Link and Import Tables Building Table Relationships Selecting Data with Queries Designing Forms Working with Data on Access Forms Generating Reports

Who Should Attend Participants should have some basic knowledge in the terms of database





12.12 Microsoft Access 2016 (Fundamental & Intermediate)

Objectives Able to start Microsoft Access Understand Microsoft Access table and field properties Understand the relationship between tables Print database data Extract data by using query Design form for user to key-in Create and generate reports

Contents Introduction to Database Getting Started Creating a Database Creating a New Table Choosing Field Data Types Link and Import Tables Building table Relationships Selecting Data with Queries Designing Forms Working with Data on Access Forms Generating Reports

Who Should Attend Participants should have some basic knowledge in the terms of database





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12.13 Microsoft Access 2013 (Advanced)

Objectives Extract/filter data with complex criteria Design form with more objects Create charts in form and report Work with subforms and subreports Understand how to apply macro into form/reports Create main menu using switchboard Customise toolbar in Microsoft Access

Contents Aggregate Queries Creating Action Queries Crosstab Queries Finding Duplicates and Unmatched Conditional Analysis in Queries PivotTable and PivotChart Macros Switchboard Managing Database

Who Should Attend Participants should have some basic knowledge in using Microsoft Access 2013





12.14 Microsoft Access 2016 (Advanced)

Objectives Extract/filter data with complex criteria Design form with more objects Create charts in form and report Work with subforms and subreports Understand how to apply macro into form/reports Create main menu using switchboard Customise toolbar in Microsoft Access

Contents Aggregate Queries Creating Action Queries Crosstab Queries Finding Duplicates and Unmatched Conditional Analysis in Queries PivotTable and PivotChart Macros Switchboard Managing Database

Who Should Attend Participants should have some basic knowledge in using Microsoft Access 2016





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