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Local Business Development Program 2011

Build Your Business To The Next Level

Muhamad Azam Abdul Jalil Muhamad Azam Abdul Jalil Action Advisory Services Pte Ltd, Singapore 12 May 2011, Negara Brunei Darussalam

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Local Business Development Program 2011

9:00am – 9:30am Welcoming Remarks by Stuart Kemp, Executive Director, Asia Inc Forum Introductions & Expectations by the Workshop Facilitator by Muhamad Azam Abdul Jalil, Director & Principal Consultant, ACTion Advisory Services Pte Ltd 9:30am – 10:45am Workshop Overview and Scene-Setting Workshop Session I: Interactive Presentations and Discussion

• Contemplate your current performance and dominant personality (role)
• Clarify your product and service offerings, and target customers

10:45am – 11:00am Coffee Break 10:45am – 11:00am Coffee Break 11:00am-12:30pm

• Decide where you want to go – your vision, business model, exit strategy

12:30pm – 1: 30pm Networking Lunch @ Mutiara 2 1:30pm – 2:00pm Conversation with Mr Pierre Imhof, General Manager, Baiduri Bank, on the current state of SMEs and what opportunities lie ahead 2:00pm– 4:30pm Workshop Session II: Interactive Discussions and Case Studies

• Recognize and overcome barriers to your business growth
• Appreciate business planning and business quantification

4:30pm Workshop concludes

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Workshop Overview & Scene Setting

Build Your Business To The Next Level

Workshop 1: Appreciate your current performance and decide where you want to go Workshop 2: Understand and attract your target customers Workshop 3: Build your business capabilities to deliver, and delight customers

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Introductions

Introduction

Your name Your company & industry One sentence that describes your career journey to-date The one thing you wish to take away from the workshops

Coverage during workshops Coverage during workshops

Concepts & hands-on

Know-what & know-who Know-how

Soul-searching

know-why care-why

Ground rules

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Ground Rules

• Have fun
• Do not judge questions
• There is no wrong answer
• Ask, ask & ask. If you still do not understand …
• Keep checking to what you wish to achieve from the workshop –

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• I have never in my life learned anything from any man who agreed

with me - Dudley Field Malone

• Your most unhappy customers are your greatest source of learning

– Bill Gates

• Other ground rules … be honest with ourselves …

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Further Introductions & Discoveries

Further introductions

Simple test on your learning style Doc W1.1 Learning Styles

Survey Findings

Based on returns from 22 companies

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Survey Findings – Overall

0% 20% 40% 60% 80% 100% 120%

Overview

P & S G & VG

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0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Overview

Poor Satisfactory Good Very Good

Survey Findings – Duration in Business

0% 20% 40% 60% 80% 100% 120%

Length of Biz < 6 years

P & S G & VG 0% 10% 20% 30% 40% 50% 60% 70% 80%

Length of Biz 8 to 14 years

P & S G & VG

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0% 20% 40% 60% 80% 100% 120%

Length of Biz > 18 years

P & S G & VG

Survey Findings – Revenue

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Income < $100k

P & S G & VG 0% 20% 40% 60% 80% 100% 120%

Income > $100k & < $1m

P & S G & VG

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0% 20% 40% 60% 80% 100% 120%

Income > $1m & < $10m

P & S G & VG

Survey Findings – Number of Staff

0% 20% 40% 60% 80% 100% 120%

Staff size < 10

P & S G & VG 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Staff size > 10 & < 100

P & S G & VG

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0% 20% 40% 60% 80% 100% 120%

Staff size > 100

P & S G & VG

Local Business Development Program 2011

9:00am – 9:30am Welcoming Remarks by Stuart Kemp, Executive Director, Asia Inc Forum Introductions & Expectations by the Workshop Facilitator by Muhamad Azam Abdul Jalil, Director & Principal Consultant, ACTion Advisory Services Pte Ltd 9:30am – 10:45am Workshop Overview and Scene-Setting Workshop Session I: Interactive Presentations and Discussion

• Contemplate your current performance and dominant personality (role)
• Clarify your product and service offerings, and target customers

10:45am – 11:00am Coffee Break 10:45am – 11:00am Coffee Break 11:00am-12:30pm

• Decide where you want to go – your vision, business model, exit strategy

12:30pm – 1: 30pm Networking Lunch @ Mutiara 2 1:30pm – 2:00pm Conversation with Mr Pierre Imhof, General Manager, Baiduri Bank, on the current state of SMEs and what opportunities lie ahead 2:00pm– 4:30pm Workshop Session II: Interactive Discussions and Case Studies

• Recognize and overcome barriers to your business growth
• Appreciate business planning and business quantification

4:30pm Workshop concludes

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Financial perspective “If we succeed, how will we look to our shareholders?

• Profitability
• Growth
• More XX customers
• Shareholder value

Customer perspective

• Service
• Quality

Balanced Scorecard – Basics

Organization Vision & Mission

Financial perspective “If we succeed, how will we look to our shareholders? Customer perspective Measures Targets Initiatives

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Customer perspective “To achieve our vision, how must we look to our customers?

• Quality
• Price

Internal Process perspective “To satisfy our shareholders & customers, what mgt processes must we excel at?

• Cycle time
• Productivity
• Cost

Organization learning perspective “To achieve our vision, how must our

• rganization learn & improve?

(People, Infrastructure, Culture)

• Staff alignment
• Continuous learning
• Intellectual assets

Customer perspective “To achieve our vision, how must we look to our customers? Internal Process perspective “To satisfy our shareholders & customers, what mgt processes must we excel at? Organization learning perspective “To achieve our vision, how must our

• rganization learn & improve?

(People, Infrastructure, Culture)

• Balanced Scorecard

An Example

Perspectives Strategic Themes Measures Targets Initiatives Objectives Strategy Map

More customers Fewer vehicles Higher profit

Financial

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• .%

.* /(01 /0- /,0( .% 2.#

Crew alignment Fast turnaround On time Lowest prices

Customer Internal Learning

Explicit understanding of who your customer is; why he buys from you.

• 1. List your products & services – what they are & what they do, i.e. your business as seen by the customer
• 2. Define possible Market Segments for your products & services
• 3. Estimate for each Product /Service-Target Market segment, possible (a) Revenue; (b) Volume; (c) Margins
• 4. Decide on Primary target market & Secondary markets

Clarify Your Product & Service Offerings; Target Customers

• 2. Target Market
• 1. Products/Services

Case study

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Clarify Your Product & Service Offerings; Target Customers

• 2. Target Market
• 1. Products/Services

Reflect for your business

Who are your competitors? Can you identify a niche? Who else could be your customers?

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Your Vision

Reflect on the vision for your business

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Local Business Development Program 2011

9:00am – 9:30am Welcoming Remarks by Stuart Kemp, Executive Director, Asia Inc Forum Introductions & Expectations by the Workshop Facilitator by Muhamad Azam Abdul Jalil, Director & Principal Consultant, ACTion Advisory Services Pte Ltd 9:30am – 10:45am Workshop Overview and Scene-Setting Workshop Session I: Interactive Presentations and Discussion

• Contemplate your current performance and dominant personality (role)
• Clarify your product and service offerings, and target customers

10:45am – 11:00am Coffee Break 10:45am – 11:00am Coffee Break 11:00am-12:30pm

• Decide where you want to go – your vision, business model, exit strategy

12:30pm – 1: 30pm Networking Lunch @ Mutiara 2 1:30pm – 2:00pm Conversation with Mr Pierre Imhof, General Manager, Baiduri Bank, on the current state of SMEs and what opportunities lie ahead 2:00pm– 4:30pm Workshop Session II: Interactive Discussions and Case Studies

• Recognize and overcome barriers to your business growth
• Appreciate business planning and business quantification

4:30pm Workshop concludes

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SWOT Analysis

Strengths 1. 2. 3. Weaknesses 1. 2. 3. Opportunities 1. 2. 2. 3. Threats 1. 2. 3.

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Business Model – Example of Considerations

Conceptualize Design Manufacture Marketing & Sales Customers Distribute E-commerce Vision of The Biz Retail Customers

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& Sales E-commerce Events Source Franchise

Rapport Cust Feedback Terms Good Products Good Cust Experience

Customers Franchisees

Local Business Development Program 2011

9:00am – 9:30am Welcoming Remarks by Stuart Kemp, Executive Director, Asia Inc Forum Introductions & Expectations by the Workshop Facilitator by Muhamad Azam Abdul Jalil, Director & Principal Consultant, ACTion Advisory Services Pte Ltd 9:30am – 10:45am Workshop Overview and Scene-Setting Workshop Session I: Interactive Presentations and Discussion

• Contemplate your current performance and dominant personality (role)
• Clarify your product and service offerings, and target customers

10:45am – 11:00am Coffee Break 10:45am – 11:00am Coffee Break 11:00am-12:30pm

• Decide where you want to go – your vision, business model, exit strategy

12:30pm – 1: 30pm Networking Lunch @ Mutiara 2 1:30pm – 2:00pm Conversation with Mr Pierre Imhof, General Manager, Baiduri Bank, on the current state of SMEs and what opportunities lie ahead 2:00pm– 4:30pm Workshop Session II: Interactive Discussions and Case Studies

• Recognize and overcome barriers to your business growth
• Appreciate business planning and business quantification

4:30pm Workshop concludes

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Business Excellence (BE) Frameworks

• 3. Information
• 2. Planning
• 4. People
• 5. Processes
• 6. Customers
• 7. Results
• 1. Leadership

INNOVATION

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Source: SPRING Singapore

DRIVER SYSTEM RESULTS LEARNING

Senior executives set

• rganisational directions

System comprises a set of well-defined processes for meeting the organisation’s performance requirements Results deliver an ever- improving customer value &

• rganisational performance

Basis for the 7 characteristics McKinsey & Company 7-S Model; Tom Peters & Robert Waterman In Search of Excellence; Malcolm Baldrige National Quality Award; European Foundation for Quality Management; Singapore Quality Award; Robert Rosen Global Literacies Malcolm Baldrige National Quality Award

About the 7 Characteristics

• 1. Leadership

Leadership system, purpose, vision,& values, responsibilities to the community & environment

• 2. Planning

Planning process; how key performance & growth requirements are integrated

• 3. Information

Identification, collection & evaluation of key information; use of comparative & benchmarking information for decision making; Intellectual property

• 4. People
• 4. People

Tapping the full potential of staff; alignment to organization’s directions

• 5. Processes

Key processes to pursue organization’s objectives & goals – including innovation, production & delivery, supplier & partnering processes; exploit technology

• 6. Customers

Determination of customer & market requirements, building & maintaining relationships, monitoring & ensuring satisfaction

• 7. Results

Performance & improvements in key areas – customer, financial, people, operational; relative to benchmarks & competitors

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Further Discoveries

What you do in your business

PreW1 Doc2 What I do

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Business Planning

Soul searching exercise for the business Not an easy process, takes time & commitment, is iterative A business without a vision lacks direction, purpose A vision without a plan is only a hope A vision without a plan is only a hope Strategic objectives and purpose create pictures of what you want your business to become – they will provide foundations for the choices you will make in your business plan Revisit your vision, revise if necessary & think about what you need & how to pursue vision

Business Planning – Overview

The Business Plan 1 Introduction 2 About The Biz – Mission, Vision, Values 3 Products & Services 4 The Target Market

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• 4 The Target Market

5 Action Plan, including Marketing Plan 6 The Team 7 Financial Model: Assumptions; Scenarios 8 Risk Management & Contingency Planning 9 Exit Strategies

Revisit your performance indicators & reflect on what other indicators can help you better manage your business

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Quantification

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Key Success Factors

Management Commitment & Resources Disciplined thought

Willingness to confront brutal facts - let data & metrics do their job Willingness to embrace customers - what they say they want Willingness to focus (the sun vs the laser)

Disciplined action Make initiatives a standing agenda at all forms of meetings Communicate: tell the story often; claim & advertise early wins

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Next Steps

The 3 things I must do before the next workshop are 1 2 3 The 3 areas I want more coverage on are 1

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The 3 things I must achieve by the end of the program are Major hurdles that stand in the way of achieving these are 1 2 3 2 3

Workshop Overview & Scene Setting

Build Your Business To The Next Level

Workshop 1: Appreciate your current performance and decide where you want to go Workshop 2: Understand and attract your target customers Workshop 3: Build your business capabilities to deliver, and delight customers

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Action Advisory Services Pte Ltd 24 Peck Seah Street, Nehsons Building, #05-08/10 24 Peck Seah Street, Nehsons Building, #05-08/10 Singapore 079314 +65 6223 1787 Fax: +65 6224 2507 www.actionadvisory.org Azam: azam@actionadvisory.org +65 9873 6833 Joyce: joyce@actionadvisory.org +65 9683 1223