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NEWS FROM AROUND BATA WORLD WEEKLY DIGEST Bata World Digest November 11, 2016 STORE Store Staff Worldwide to Get a “Daily Dose of Knowledge” The human resources team of Bata Brands is launching an ambitious project in 2017: the Daily Dose of Knowledge. STORE Bata Retail Run: The Inside Scoop from Indonesia and Sri Lanka STORE Bata Retail Run: District Manager in Chile Keeps His Team on Track BCP / SUSTAINABILITY Bata Singapore Kick Starts Back to School with “My Schoolbag” Event Bata Group Behind the Scenes with Indonesia's Bata Awards Finalists Bata Group Behind the Scenes with Colombia's Bata Awards Finalists Europe Behind the Scenes with Bata Awards Storytelling Finalists from Italy BCP Kenya Proudly Welcomes Ballerina Insole Competition Winner and Classmates Bata Best Practices: Performance Monitoring and Department Restructuring in Colombia On the Ground at a “Negotiation Skills” Workshop in Malaysia

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Page 1: WEEKLY DIGEST - Bata Shoesworld.bata.com/assets/uploads/digest-pdf/bata-world-digest... · WEEKLY DIGEST Bata World Digest November 11, ... The human resources team of Bata Brands

NEWS FROM AROUND BATA WORLD

W E E K L Y D I G E S TBata World Digest November 11, 2016

STORE

Store Staff Worldwide to Get a “DailyDose of Knowledge”

The human resources team of Bata Brands is launching an ambitious project in 2017: the DailyDose of Knowledge.

STORE

Bata Retail Run: The Inside Scoopfrom Indonesia and Sri Lanka

STORE

Bata Retail Run: District Managerin Chile Keeps His Team on Track

BCP / SUSTAINABILITY

Bata Singapore Kick Starts Back toSchool with “My Schoolbag” Event

Bata Group

Behind the Scenes withIndonesia's BataAwards Finalists

Bata Group

Behind the Scenes withColombia's BataAwards Finalists

Europe

Behind the Scenes withBata AwardsStorytelling Finalistsfrom Italy

BCP Kenya Proudly Welcomes BallerinaInsole Competition Winner andClassmates

Bata Best Practices: PerformanceMonitoring and DepartmentRestructuring in Colombia

On the Ground at a “Negotiation Skills”Workshop in Malaysia

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

STORE

Store Staff Worldwide to Get a “Daily Dose ofKnowledge”

The human resources teamof Bata Brands is launchingan ambitious project in2017: the Daily Dose ofKnowledge.

The Daily Dose of Knowledge is a versatiletool that can be used as part of theinduction program for new joiners, or as atraining module for head office employeeswho want to examine certain topics indepth, but above all it is a training programfor store staff. The aim is to have asynchronized training session, eachmorning on the same topic, in all Batastores worldwide.

The program initiated with Bata India team,who developed a document for a 31-day in-store program, and Bata Brands later tookthe program up a level with videos.Through these videos, Bata Brands aims toupgrade the know-how of the sales staff bysharing standardized informationthroughout the Bata companies. Theprogram is now a blend of e-learning andclassroom learning to support staff at thestore level in their continuous training.

In the first half of 2017, about 35 videos willbe developed, each lasting three to fiveminutes, on topics that will enrich the storestaff with useful information and know-how for their day-to-day work. These topicsinclude: Bata history, the human foot,men’s shoe types, women’s shoe types,shoe components, shoe materials, shoeconstruction, brand identity, the BataChildren’s Program, etc.

A calendar with the topic of the day will besent to all stores. Each store manager willbecome a facilitator, showing a video tostore staff each morning and commentingon it. In order to give all store personnelthe opportunity to fully understand thevideos’ content, subtitles in a variety oflanguages accompany the English dubbing.

For a preview of the project, a translationof some of the technical words is available

in the pdf below. It includes translationsinto Czech, Spanish and Italian forterminology in the videos related towomen’s shoes, men’s shoes, boot types,bags, shoe components, shoe constructionmethods and shoe materials.

Elena Rizzo, head of training for Bata,commented, "The Daily Dose ofKnowledge is an ambitious project thataims to deepen and widen the knowledgeof the store staff in different topics, allaround the world. Since it is worldwide,each single store will learn through thesame videos, and there will be moresynergy and standardization among thestores."

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

STORE

Bata Retail Run: The Inside Scoop from Indonesiaand Sri Lanka

The second edition of theBata Retail Run 2016 is wellunderway, and competitionis fierce among all teamsacross the globe. This week,Bata World News heardfrom teams in Indonesiaand Sri Lanka, to get an ideaof how contestants arefeeling at this stage of therace.

In Indonesia, the mood is positive, asdistrict managers, store managers andsales associates all expressed theirintentions to do their best in order to winthe competition. Everyone is looking towork even harder than they did in the firstedition, to give themselves the best chanceof winning the impressive prizes and beable to say they came top in the race.

Rabi Hasnabi, retail manager, commented:“This is an amazing chance for us as a salesforce team. It is a fun activity to brightenand liven up our daily sales routines. Ibelieve it will bring more energy andenthusiasm, as has been shown previously,so we can express ourselves better,performing our best to again become thewinners.”

Heru Hartanto, Family retail operationsmanager, added: “With the Bata Retail Runsecond lap, we are eager to be motivatedand able to enhance and maximize sales,by continuing to offer also the second pairsand add-on for each of our customers andincreasing all sales force productivity.”

In Sri Lanka, the situation is similar, withthose who performed well in the firstedition anxious to maintain their positionin the second race, and those who foundthemselves behind putting in an increasedeffort to get themselves on top.

Sugath Priyashantha, district manager ofDistrict 531, said: "I really appreciate theRetail Run competition, because itencourages us to keep our performancehigh. I motivate the store managers daily,and try to get the maximum contributionfrom them. Because of the competition, weplan to achieve 115 percent againstestimate. I'm working hard with my team toreach first place in our region. I really

appreciate the support we are getting fromsenior managers and all the staff.”

Omila Weerasuriya, store manager of theKCC store, which won the first edition ofthe contest in the country, stated: “I amproud to say that I was the winner of thefirst Retail Run in Sri Lanka. In order toachieve that, I worked hard with my salesstaff. We planned properly, and also Ihave motivated the staff in differentmanner. I always encouraged my staff toachieve 115 percent against estimate. Imonitor the sales five times per day, aswell as the customer service. We followthe instructions given by seniormanagement, who have given ustremendous support to become thewinners. We’ll do our best to become thewinner in the region again.”

What is your team doing to increase yourchances of victory? Bata World News wouldlike to hear from teams around the world,to report on your successes throughout thecontest. Write to us at [email protected],telling us about your initiatives, andremember to send us your photos of yourteam as they race to the finish line.

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

STORE

Bata Retail Run: District Manager in Chile KeepsHis Team on Track

Enrique Zuñiga, a districtmanager in central Chile, isa “veteran runner.” He hasbeen with Bata Chile for 20years and placed third inthe last Bata Retail Run.Now he is coaching 22 Batastores and has foundseveral ways to keep theirheart rates up!

What do you thinkabout Bata Retail Run?

This competition is a great initiative; itencourages the participation of teams andtheir motivation. Racing is like beinginvolved in the World Cup; teams cometogether, and there are always better waysof doing things.

For District 703, the Bata Retail Run is agreat initiative. The teams are verymotivated and always follow their results.

What are the mostimportant things youhave done to improveyour district’sperformance in thecontest?

The main actions we have implemented arebased on strengthening thecommunication of work goals, as well asbeing clear on what to do, how to do it andwhen to do it.

Can you give us anexample?

We implemented five-minute meetings atthe beginning and end of the workday.These meetings review the goals and all thedetails of the operation that will allow us toimprove. This allows us to control theteam’s daily and planned actions.

What are the keys tosuccess in the BataRetail Run?

For me, the protagonists in thiscompetition are the store teams, and thekey is to always encourage them bycommon goals: a profitable business andbeing the best in meeting business goals.Ibelieve that the Bata Retail Run is a greatincentive program. My team and I are verymotivated to win this contest. We startedwith high expectations, and we want to winthis second run.

What is your team doing to increase yourchances of victory? Bata World Newswould like to hear from teams around theworld, to report on your successesthroughout the contest. Write to us [email protected], telling us about yourinitiatives, and remember to send us yourphotos of your team as they race to thefinish line.

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

BCP / SUSTAINABILITY

Bata Singapore Kick Starts Back to School with“My Schoolbag” Event

Bata Singapore once againpartnered with CapitaLandMall Asia for the mall’sannual My Schoolbagdonation program. Thisyear, more than 2,000children benefited.

CapitaLand Mall Asia has been holding thisevent every year since 2009, when itprovided aid for 200 underprivilegedchildren whose families had been adverselyaffected by the economic downturn. AndBata Singapore has been its official keyschool shoes partner from the beginning.

This year the event was held on Nov. 3 atthe Raffles City Convention Centre. Aballroom in the Swissotel was transformedinto a pretend department store offeringschool products such as textbooks,stationery, school uniforms and, of course,Bata school shoes. Under the guidance ofstaff volunteers, schoolchildren "bought"school and daily necessities usingvouchers.

The children were also entertained withactivities and games in the atrium area.

Pierluigi Pontecorvo, country manager ofBata Singapore, commented, “We are veryhumbled to be the long-standing partnerof choice of CapitaLand’s My School Bagevent since 2009. This confirms ourposition as the ‘King of School Shoes’ inSingapore, and we are very excited to beable to do our part for underprivilegedschoolchildren in Singapore.”

Bata Singapore also supported this causewith special deals for the beneficiaries,such as a special discount off second pairsand special prices for shoe care items andsocks. The children who did not make it tothe event to collect their goodie bags canstill visit any Bata store through March toredeem their vouchers for school shoes.

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

PRODUCT

Behind the Scenes with Indonesia's Bata AwardsFinalists

Three outstanding projectswere chosen as finalists inthe Product category of thisyear's Bata Awards. Withthe winner due to beannounced next week, BataWorld News heard from BenIsa Muhammad, buyer atBata Indonesia, about oneof the finalists, theMagnetico project.

Tell us about theMagnetico project.

The Magnetico project is our answer to theeasy-to-wear school shoes collection,improving upon the traditional lacingsystem. It offers a secure fit with one flickof a magnetic clip.

How was it developed?

The project was a team effort from thestart. The Merchandising team and ProductDevelopment team collaborated to create acool, differentiating feature for schoolshoes.

The idea came from observing Indonesianchildren, who prefer to put on their ownshoes but have problems tying uptraditional laces. School-age children arevery active, especially at school, when theyplay along with their friends, runningaround, chasing each other, or just havingfun. And they want something easy towear, as they often take their shoes on andoff, such as when they come into a houseor when they have to say prayers. All ofthat demands a school shoe with a securefit that can be worn without help fromparents.

Based on these two lines of thinking, wecame to the conclusion that a magnetic clipwas the obvious solution. Functionally, it ismuch easier to use than laces, moreefficient than Velcro, and, as an addedbonus, gave a needed “cool factor.”

What was a challengeyou encountered inrealizing the project?How did you overcomeit?

Once the idea was finalized, our teamjumped in with both feet and hit theground running. However, we had a smallissue at the start: the magnetic clip itselfwas not too easy to source locally. Wewanted a design that had very strongappeal, and we wanted it to be more thanjust a regular school shoe with a magneticaccessory glued on. So our team rolled upour sleeves and worked day and night tosource the necessary magnetic clip all theway to China.

What results have youseen from the project?

The results are fantastic! We have alreadysold more than 39,000 pairs this yearalone. We are hoping to sell more than50,000 pairs next year.

Have you had positivefeedback fromcolleagues about yourproject?

The feedback has been encouraging; thestores and operation team are very happyand confident in selling the Magneticocollection. We also received manyconstructive suggestions from the guys atthe office that will help us improve theproject for the future.

Why should theMagnetico Project be awinner of the 2016Bata Awards?

The Magnetico project is a testament to theability of our people in Indonesia to comeup with innovative solutions. Not only didwe give it our earnest effort, we also put inour heart and soul. In the end, the solutionwe offered ticked all the right boxes andbecame the easy-to-wear, cool school shoewith “wow” pricing that all of our customersdeserve.

What are you lookingforward to aboutattending the firstBata Forum in Italy?

This will be my first time to Italy, and I’mlooking forward to seeing the country, andit is my sincere hope to bring the winner'strophy back to Indonesia and celebratetogether with the team.

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

INTERVIEWS

Behind the Scenes with Colombia's Bata AwardsFinalists

The winners of the BataAwards will be announcedsoon! On the eve of the BataForum, the finalists inMarketing from BataColombia – Juan CarlosErazo, Nestor Restrepo,Angela Zuluaga and NataliaArias – talked to us aboutwhat went into creatingtheir standout campaign.

Tell us about theAndrea Sernacampaign.

It is a campaign with style and fashion toattract more customers to our Bata stores.Using elegance, glamor and the AndreaSerna style to create an aspirational sensein our customers.

Andrea Serna is a wife, mother, model andTV host who has been in the media in theHispanic market for more than 15 years.She is a person associated with fashion inColombia and is highly influential withconsumers.

Many variables influenced the project. Theimplementation of a brand image cancontribute a lot of things to Bata: refreshthe brand, make a bigger impact onconsumers and change the brandperception with the support of a popularcelebrity.

How was the projectdeveloped?

This idea was born more than four yearsago; we were looking for a change to ourbrand image in customers’ minds, but twoyears ago we were able to achieve it. Withmy work team, and especially with mydesigner Felipe Padilla, we wanted to giveglamor to the brand image, takingadvantage of the recognition that AndreaSerna has in our country.

We started thinking about how we couldmake a shocking campaign that lookedcredible and aspirational. It wasn’t an easychallenge, and this made us change theway we think about developments for the

women’s collection.

Felipe and I were in a meeting with Mr.Claudio Alessi, country manager; NestorRestrepo, retail manager; Angela Zuluaga,merchandising manager for Family stores;and Natalia Arias, merchandising managerfor City stores, to begin to describe thecustomer that we wanted to captivate andattract to our stores with Andrea Serna asthe image. We started to develop fashionarticles, leather and trendy products,without losing the essence of the brand interms of price, quality and fashion.

What was a challengeyou encountered inrealizing the project?How did you overcomeit?

This project was an initiative that had notbeen implemented at Bata Colombia,having a celebrity as our brand image. Itinvolved changing our communication andstrategy, and we had to use othercommunication channels for Bata.

To achieve this we had to demonstrate andargue that this strategic change would havefuture and excellent results. The trust givento us by Mr. Alessi and Mr. Justo Fuentes[president for Latam] was fundamental, tocarry out this ambitious project that had toincrease sales levels and attract newcustomers to our stores, with an attractivecollection, without losing the essence of thebrand.

What results have youseen from the project?

For the level of consumer and perception,the results are great. Bata consumers seethe brand as a trendy alternative. Bata haswon market share thanks to the impactgenerated.

The implementation of the Andrea Sernacampaign also made changes in thedevelopment of collections; attracting newconsumers implies having products fordemanding customers who came in searchof fashion.

Have you had positivefeedback fromcolleagues about yourproject?

Yes, we have had support and positivecomments about the changed image,because the project gave glamor and styleto the brand image.

Why should theAndrea Sernacampaign be a winnerof the 2016 BataAwards?

In Bata Colombia we are proud to be partof the group of finalists of the Bata Awards,and we have an even greater feeling ofsatisfaction at being aligned with thestrategies of the company and to havebeen looking ahead to our consumer“Angela” two years ago by changing brandimage with Andrea Serna.

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

BEHIND THE SCENES WITH COLOMBIA'S BATA AWARDS FINALISTS

What are you lookingforward to aboutattending the firstBata Forum in Italy?

The Bata Colombia team is excited aboutattending the Bata Forum, to exchangeexperiences with teams around the world,and of course to meet the winner in theMarketing category, and we dream ofwinning the prize.

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NEWS FROM AROUND BATA WORLDW E E K L Y D I G E S T

Bata World Digest November 11, 2016

CORPORATE

Behind the Scenes with Bata Awards StorytellingFinalists from Italy

In the retail category of thisyear's Bata Awards, a teamfrom Italy was chosen asone of the three finaliststhanks to its innovative andeffective storytellingproject, which aimed tohighlight the history andvalue of Bata products. BataWorld News caught up withteam leader MarcoFarnetani to he...

How did yourstorytelling projectcome about? Whatgave you the idea?

Speaking with journalists and customers,we realized that not many people knew theglorious history of the Bata brand, and fewgave it its true value. We have thereforelaunched a plan with the clear objective ofgiving value to the product and linking it tothe authenticity of the brand. We are abrand that has crossed milestones in thehistory of the last 120 years. We are the toporiginal brand and this must becommunicated so that Angela can give theproper value to the products she buys.

Who was involved inthe project'sdevelopment?

We worked hard on the project togetherwith a number of people. Unfortunately Icould only bring two guys of the team and Ibrought those who most actively workedon the project: Giuseppe Marrocco andElisa Wu from visual merchandising.

What does yourstorytelling projectinvolve?

It is a project aimed primarily at the salesnetwork. We first worked on salestechniques and then created amerchandising calendar. Every three weekswe tell the story of an iconic shoe and linkthis to the history of our brand. It gives thebrand an enormous added value to learn,for example, that when man took his first

steps on the moon or when the wall camedown in Berlin, Bata was already producingshoes. All sales staff are still being and willcontinue to be trained in order to transferto our customers the value of the productin a few “pills.”

What was your aimwhen creating thestorytellingexperience?

It was gross profit. We must make it clearto the consumer that what they are goingto buy is not the product of a “whatever”brand but the product of a genuine originalbrand. Our objective is to increase themargin, and this can be done both byimproving the product and highlighting itstrue value during the sale.

What have youlearned from theproject?

The enthusiasm of people. When we starteach training day with our store managers,any initial mistrust turns into enthusiasmby the end of the day. Such enthusiasm,tied to the sales techniques they learn,must then be conveyed to the customer.

What results have youseen from this project?

We have proved that we can sell qualityshoes at an increased price compared tothe category average price, but above allwe have demonstrated that itemseveryone thought were only for a select

few have soon become best sellers with asell out of over 70 percent. I expect thatthis project for the future will help carryon this work.

Why do you think theproject should win aBata Award?

Because we are the first at European andworld level to implement such a project inthis way, not only among all ourcompetitors but also the other fashionbrands. We were the first, and I see nowthat other brands are following ourexample. It is right to reward a project thatleads us to become a benchmark for theentire industry.

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Bata World Digest November 11, 2016

BCP / SUSTAINABILITY

BCP Kenya Proudly Welcomes Ballerina InsoleCompetition Winner and Classmates

On October 7, the BataChildren’s Program (BCP)Kenya hosted 135 childrenfor a visit to the Bata Kenyafactory in Limuru, in honorof Stacey Muthoni Kamau, alocal student who won thirdplace in the recent BCPBallerina Insole drawingcompetition.

The students, aged between seven andeight years old, visited from Limuru Townprimary school, a mixed public schoollocated 600 meters from the Bata factory. Atotal of 10 BCP volunteers assisted with thechildren's visit, helping to show themaround and answer their questions.

The pupils toured the Limuru plant in twogroups, with the first group visiting in themorning and the second group in theafternoon, accompanied by five of theirteachers. They were guided around thevarious factories to see how shoes aremade and to get a feel for what themanufacturing industry entails.

During the visit, the children expressedgreat pleasure and excitement at seeingthe manufacturing processes, and wereamazed at how involving the processes ofmaking shoes was. The visit was an eyeopener to many of them, demonstrating avariety of possible future careers. One ofthe children remarked: “When I grow up, Iwill come and be an engineer in thiscompany. This way, I will help in themaintenance of all these machines I haveseen.”

The tour ended with a vote of thanksfrom the pupils, who were in high spiritsas they headed back to their school. Thirdprize-winner Stacey Muthoni Kamaucommented: “I am happy that all myclassmates are happy today, and havelearned a lot because of my good work.”

The group was highly motivated to keep ondoing their best at school, in order to havea chance to win any future competitionsthat might arise, and to be able to findrewarding careers.

Lavender Owako, one of the BCPvolunteers, advised the pupils: “Beingexposed to manufacturing processes at ayoung age plays a critical role in openingup your minds early enough for the careerworld. Therefore, as you go back to school,I encourage all of you to start thinking ofwhat you want to do when you grow upand hence start working towards the same;as with hard-work and determination, allyour dreams are valid. We wish you all thebest.”

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Bata World Digest November 11, 2016

CORPORATE

Bata Best Practices: Performance Monitoringand Department Restructuring in Colombia

During a recent operationsreview in Colombia, theoperations review teamfound best practices thathad been implemented atthe company, relating toperformance monitoringtools and departmentalstructure. The team senttheir findings to Bata WorldNews, in order to highlightthe successful work tha...

Three years ago, when Claudio Alessiarrived in Colombia as country manager,he wanted to be aware, in real time, of allstore results and budget compliancematters. For this reason, a project waslaunched to install monitors on strategicstore walls for members of the commercialarea, so they could be aware of their salesperformance.

The screens have been very useful for allstaff as it enables them to see their minute-by-minute results, allowing them to makeadjustments where required. The ITdepartment also had an important role inthe project as it programmed theinformation that appears on each screen.This work has also allowed the head officeto be connected in real time with stores.

Alessi, discussing the success of theproject, commented: “The final results ofthe stores are the proof of all the hardwork done during the previous months.To have the performances of the storesby category, and in real time, is veryimportant as it shows whether our job issuccessful or not.”

The second best practice relates todepartment structures, which have beenadjusted in order to provide a career plan,allowing people to see the developmentpath of professionals in their areas. In themerchandising department, there is amerchandising manager for each of thestore concepts, such as Family, City and BGconcepts, and there are two senior buyers:one for shoes and the other for clothingand accessories.

For Family and City concepts, there is amerchandising manager and amerchandising sub manager, and the

company then appoints senior buyerscharacterized by their experience andprofessionalism. These are followed byjunior buyers who are being trained in theposition to gain experience so they canbecome senior buyers themselves. Thecatalog sales department also has a similarstructure.

Alessi explained: “To have differentcollections between City and Family storesis key. In Colombia we have differentcustomers, and for this reason, having totalcontrol of the KPIs is giving us majorbenefits. At the moment, following BSOinstructions, we are reorganizing thedepartments.”

For the Budget and OTB area, which plays akey role in the commercial area, a structurewas established that can adapt to theneeds of the organization. Gabriela Rios,head of budgets, is responsible for directcontrol, and plans everything concerningthe budgets of the company. In the OTBarea there is also a stock controller, GabrielOrozco, who is responsible for analyzingthe movement and rotation of stock toidentify the items that are selling most andleast, and create strategies to help increasesales. Luz Elena Palacio is also part of theteam, consolidating information fordifferent channels and areas involved inthe process.

Alessi added: “It is very important that oncewe prepare a budget, the OTB departmentmakes sure that we follow up ourstrategies. For this reason we created adepartment that is constantly making surethat there are no distractions."

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Bata World Digest November 11, 2016

INTERVIEWS

On the Ground at a “Negotiation Skills”Workshop in Malaysia

Sontaya Phanichkul is thecommercial and costingmanager for Bata Thailand,and recently attended theNegotiation Skills workshopheld at the Bata TrainingAcademy from October 19to 21. Bata World Newsspoke to her to hear abouther experiences of thecourse.

Which training courses did you attend andwhy?

I attended “Product Knowledge” from June6 to 10 in Indonesia, and “NegotiationSkills” from October 19 to 21 in Malaysia. Iattended the courses in order to get moreknowledge, understanding and experiencein negotiation skills, as these will be usefulfor my role.

Did you meet a lot ofnew Bata people onthe course?

Yes. I met new friends from Malaysia,Indonesia and Singapore. Actually, it is verygood to practice together and share ideasduring training time.

What was the mostimportant part of theprogram in youropinion?

In my opinion every part of this program isimportant. The course provides anunderstanding of the fundamentals ofnegotiation, influencing skills, the variousmodes and phases of negotiation and howto plan a successful negotiation.

What was the mostsurprising thing youlearned?

We have been working in differentdepartments, so it was a great opportunityto learn and share our points of view.

And what did youmost enjoy?

The various activities during the training,such as group role-play planning.

What would you like tosay to the courseorganizers who ranthe course?

Thank you so much for the great training,and for arranging everything for so manypeople.

Do you have any suggestions for futurecourses that would be particularly useful inyour sector or region?

I would suggest the Negotiation Skillsworkshop again, as it is very interesting andimportant for everyone involved in thebusiness.

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