Local Business Development Program 2011

Build Your Business To The Next Level

Muhamad Azam Abdul JalilMuhamad Azam Abdul Jalil

Action Advisory Services Pte Ltd, Singapore

12 May 2011, Negara Brunei Darussalam

1

An event by Proudly partnered by

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 Break10:45am – 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

3

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 –

PreW1 Doc1PreW1 Doc1

• 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

7

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

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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

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100%

Staff size > 10 & < 100

P & S

G & VG

10

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 Break10:45am – 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

11

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

organization 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

organization learn & improve?

(People, Infrastructure, Culture)

•Profitability

•More customers

•Fewer vehicles

• Profit

• Cust revenue

• Veh lease cost

•20%CAGR

•20% CAGR

Balanced ScorecardAn Example

Perspectives

Strategic

ThemesMeasures Targets InitiativesObjectives

Strategy

Map

More

customersFewer vehicles

Higher profitFinancial

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•Lowest prices

•On time

•Cust ranking

•On-time rating

•#1

•#1

• Quality management

•Fast turnaround •Turnaround time

•On-time despatch

•30 mins

•90%

•Staff alignment •Staff trained •Year 1: 60%

•Year 2: 90%

•Year 3: 100%

•Staff training

•ESOP

Crew

alignment

Fast

turnaround

On time

Lowest

pricesCustomer

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

– PreW1 Doc3

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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 Break10:45am – 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

17

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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& SalesE-commerce

Events

Source

Franchise

Rapport

Cust FeedbackTerms

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 Break10:45am – 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

20

Business Excellence (BE) Frameworks

3. Information

2. Planning

4. People

5.

Pro

cess

es

6.

Cu

sto

me

rs

7.

Re

sult

s

1. L

ea

de

rsh

ip

INNOVATION

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Source: SPRING Singapore

DRIVER SYSTEM RESULTS

LEARNING

Senior executives set

organisational directions

System comprises a set of well-defined

processes for meeting the organisation’s

performance requirements

Results deliver an ever-

improving customer value &

organisational 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. LeadershipLeadership system, purpose, vision,& values, responsibilities to the community & environment

2. PlanningPlanning process; how key performance & growth requirements are integrated

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

4. People4. PeopleTapping the full potential of staff; alignment to organization’s directions

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

6. CustomersDetermination of customer & market requirements, building & maintaining relationships, monitoring & ensuring satisfaction

7. ResultsPerformance & 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

2525

Includes risk assessment & mitigation

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

– PreW1 Doc4

Quantification

26

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

28

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

29

Action Advisory Services Pte Ltd24 Peck Seah Street, Nehsons Building, #05-08/1024 Peck Seah Street, Nehsons Building, #05-08/10

Singapore 079314

� +65 6223 1787Fax: +65 6224 2507

� www.actionadvisory.org

Azam: � azam@actionadvisory.org �+65 9873 6833Joyce: � joyce@actionadvisory.org �+65 9683 1223