1. : Philip Go, Alex Chia, Esther Kwek & David Chan Lead & Manage Work Teams

2. Store goal and objectives Company Staff Review as at 31 Sept 2010 As per staff review conducted, it was observed that staff morale falls below acceptable level. The management had classified into following area and assign ownership: Department Staff feedback Owner Improvement 1 Sales Too frequent change in store goal and objectives Store Manager To resolve in next staff meeting 2 Customer Service Backfire when doing wrong process in customer service with initiatives Supervisor To review empowerment process 3 All Feedback Suggestions often ignored or rejected Store manager Re-work suggestion / feedback policy 4 Sales Junior staffs feel bullied by senior staff HR/Store Manager Need personal monitoring before suggest action 5 All Office politics – small grouping HR To re-iterate Company objectives 6 Sales Miscommunication Store supervisor Review communication process

5. Feedback Channel Flow Chart Channel Feedback Store Manager HR Online Suggestion Box Operation Director / HR manager Verbal Close 1 day 3 days Resolution Yes No

6. Communication Chart Schedules Comm. platform From To Subjects Daily 0900 Pre-opening briefing Store Manager All Store issues, duty roaster, performance update, stock issues Every Friday Intranet mail memo Head Office All Company updates Every Tuesday (0900 – 1130) Executive meeting / Sales review meeting Store Mgr, Asst Store Mgr Sales Mgr, IT Merchandiser, Finance, Marketing, Sales Sup. Sales, promotion, pricing, competition, sales target update, operation costs Daily Email Store Manager, Head office All Adhoc issues, need to know, customer's feedback, service quality

9. Conflict Resolution Types of conflicts Cause Possible resolutions Owner 1 Disagreement in "Who does what" Unclear job scope Redefine/review job scope, make changes if necessary HR,Store Manager 2 Inadequate resources Manpower deployment Collect feedback from staff on work load HR, Store Manager Analyst changes in working environment Analyst changes in production process 3 Personal behavior Personal preference Explain Company objectives to individual concerned HR 4 Management new policies Unclear objectives To forewarn a change in policy much earlier, ample notice Store Manager Assist in implementation of new policy Store Supervisor

10. Staff Motivation Plan scheduled staff program to foster a more cohesive working relationship: Birthday celebration Upgrading training Variable bonus Staff retreat Team building Family bonding time Movie Treat Motivation Theory Schedule Participants Maslow’s Stage 1 6 monthly All Staff Maslow’s Stage 3 Yearly All Staff Maslow’s Stage 4 6 monthly All Staff Maslow’s Stage 1 Yearly All Staff Equity Therory Per company's profit All Staff McGregor’s XY Therory 6 monthly Sales and Operation Maslow’s Stage 3 Daily All Staff

11. Meeting Agenda A meeting on 20 Oct 2010 to review all new found problems and action taken : Review in 3 months Review communication process Store supervisor Miscommunication 1600 - 1730 Staff feedback Owner Improvement Status 0900 - 1000 Too frequent change in store goal and objectives Store Manager To resolve in next staff meeting Closed 1000 - 1130 Backfire when doing wrong process in customer service with initiatives Supervisor To review empowerment process Review in 3 months 1300 - 1400 Feedback Suggestions often ignored or rejected Store manager Re-work suggestion / feedback policy Closed 1400 - 1500 Junior staffs feel bullied by senior staff HR/Store Manager Need personal monitoring before suggest action Closed 1500 - 1600 Office politics – small grouping HR To re-iterate Company objectives Closed 1730 - 1745 Q & A Session Store Manager NIL NIL

12. Lead & Manage Work Teams