SUCCESS FORM 1 (Band 1)

POSITION CUSTOMER EXPERIENEC SUPERVISOR

NAME M.DEVANDRAN A/L MUNISAMY @ MUNIANDY
I/C NO 701101-06-5041 PER NR
UNIT & DIVISION TMPOINT KUALA LIPIS

(A) BEHAVIORAL COMPETENCY ASSESSMENT

Using a recent example, please provide justifications and example for each competency. You are asked to provide justification &
example in a STAR format. `S stands for Situation or Task that you encountered. `A stands for the Action and `R stands for the
Resultof your actions.

1. SERVICE EXCELLENCE Makes internal and external customers the primary focus of ones action; ensure that a
customerfirst culture is the driving force behind TMs business decisions and activities; develop and implements service
practices that delight customers.

BAND 1 SUSTAINS A CUSTOMER-FIRST CULTURE

KEY ACTIONS:
Builds relationship and trust
Meets or exceeds customer needs
Takes the "heat

YOUREXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)

A SME Customer walked in to TM Point Kuala Lipis and looking for high speed internet service for his new office. He needed it to be
online multiple devices 24 hours at the main office in Kuala Lumpur and at the same time the customer would like to monitor and
remote the devices from HQ. So the customer was looking for help to get the correct line speed and information. As usual with
greeting I attended the customer and help to figure out his problem in choosing the right speed and gave all the information he
needed.
Actions ( Exactly what did you do)
I gave the customer 4 mbps fixe IP Streamyx line and explained to him in detail about the service and the product terms and
condition he should know and why he need the fix IP Streamyx Service.
Result ( Result of your action)
The customer was very happy with the product that was suggested to him. He also promised that he will keep buying products from
TM
REVIEWED BY SUPERVISOR
List Of Strength
Leverages the customers viewpoint
Builds very positive relationships with customer
Proactively identifies and understands customer needs
Delivers consistent high quality solutions to meet customer expectations
Provides quick and timely responses to customer requests.

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

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 SUCCESS FORM 1 (Band 1)

2. UNITY & TEAMWORK Leverages organizational values to inculcate a 1TM mindset and passion to succeed; fosters
understanding of teams shared goals in support of the organizational vision; capitalizes team synergies and strengths to
drive and align team towards the achievement of successful business outcomes.

BAND 1 EMBRACES TEAMWORK

KEY ACTIONS:
Supports the vision and values
Prioritizes teams goals
Maintains positive team relationships

YOUR EXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)
A customer walked in to TMPoint Kuala Lipis with anger telling that he would like to terminate his telephone and streamyx line. One
of my colleague console him and once he was when cool down, I attended him by asking him what was the problems that he faced.
According to him, made a report by calling the customer care line (100), five days ago complaining that his phone and Streamyx is
out of order and he wanted a technician to come over to check. Unfortunately, the problem was not solved.
Actions ( Exactly what did you do)
I check the customer data at ICP system and found that he gave wrong a handphone number when he logged the report to 100, so that the
technical team could not locate his house. So the team only could test telephone poll and found everything was fine. In order to solve
the case, I team up with the technical team at my zone and explained the situation to them that the customer was willing to terminate
the line id there is nothing can be done. I and the technical team made a small discussion to figure out a way to solve the problem.
We came to a decision after the discussion, I and the technical team when to the customers house and found out that the telephone
socket was spoiled due to lightning and replaced the socket. Finally, the line and streamyx were back to normal.
Result ( Result of your action)
The line was back to normal and the customer was happy with service given to him and he changed his mine not to terminate. With
maintains positive team relationship with technical department to help me to figure out the customer problem
REVIEWED BY SUPERVISOR
List Of Strength
Works well together as a team to achieve organizational goals.
Asks for input from others and sincerely values their ideas and expertise
Places team agenda before own agenda
Builds agreement among team members.
Shares credit for team accomplishments.
Takes responsibility for team shortcoming.

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

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 SUCCESS FORM 1 (Band 1)

3. CULTIVATES STAKEHOLDER COLLABORATION- Cultivates strategic relationships with stakeholder inside and outside
organization (e.g TM colleagues, government bodies, regulators, industry players, technology partners, investors, media,
customers);applies appropriate influence strategies that gain key stakeholders commitment to advance business goals.

BAND 1 BUILDS RELATIONSHIPS

KEY ACTIONS:
Builds positive relationships
Identifies partnership opportunities

YOUR EXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)
One of our Corporate Company Felda Sdn Bhd Manager walk-in to TMPoint to add in more line for his main office. The new line he
would like to apply are 5 telephone line and he already have 4 existing telephone line, his main request is the five line must be
connect to the PABX system that running with the four existing line and looking for help that someone for tm to check the PABX
weather it can support the new 5 line that he like to apply. I attend the customer and offer myself to visit the site to fine out the PABX
model.
Actions ( Exactly what did you do)
When to the customer site and fine out the model of PABX that running and collect all the information about the
PABX,back in office I range up one of over partner soyotech and gave all the detail that I collected and explain that
the customer would like to add in 5 more new line on the PABX, according to owner partner the customer only can
add 4 new line only if more line the system need to change, I rang up the FELDA manager and explain what is
owner partner told me, the customer willing to change the PABX system and apply 5 more line .
Result ( Result of your action)
The customer was happy to have a relationships with TM because we help to figure out the line and PABX .
REVIEWED BY SUPERVISOR
List Of Strength
Provides an environment where people can openly discuss and share views.
Builds and maintains positive relationships with others.
Operates with transparency, has no hidden agenda.
Leverages collaborative relationships to work towards shared goals and win-win situation.
Follows through and agreed upon actions

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

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4. CATALYZES CHANGE Continuously encourages others to seek innovative and breakthrough approaches to address
organizational challenges and opportunities; catalyzes new approaches to strengthen market leadership and improve
business results in support of the organizations strategic direction.

BAND 1 EMBRACES INNOVATION AND CHANGE

KEY ACTIONS:
Embraces change
Challenges paradigm
Leverages sound approaches

YOUR EXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)
We need to do promotion to increase the sales of streamyx at all over the place, In the morning talk, I gather all the staff and do
some brainstorming to get idea on how to inform the customers that we are having promotion where the information must send to all
over the town and village nearby, one of the staff gave an idea to add the promotion brochure on newspaper and the another staff
ask to advertise on newspaper and bluest SMS to customer.
Actions ( Exactly what did you do)
I accepted the first staffs idea, it is a good idea not only because it safe and also can work to make more effective. I also put the
promotion Brochure on the car wipers which was parked on the park around TMPoint and all the town area and drop the Brochure
in mail box at all house nearby town.
Result ( Result of your action)
The result was, all the customer get know about the promotion and walk in to TMPoint to get the promotion offered

REVIEWED BY SUPERVISOR
List Of Strength

Actively seeks to improve products or services.

Is not adverse to new or different approaches to address problems or meet customer needs.
Promotes and encourages others to consider new ideas and new ways of doing things.
Helps others overcome fear of change

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

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5. EMBRACES AND NURTURES TALENT MINDSET Cultivates a talent mindset and continuous learning culture to
develop ones skill and abilities to help excel on the current and future job; establishes processes to attract, develop,
engage and retain talent with the right capabilities to meet current and future business needs.

BAND 1 PROACTIVELY DEVELOPS SELF

KEY ACTIONS:
Continuous learning
Takes risks in learning
Shares experiences

YOUR EXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)
My career in telecommunication is very challenging and needed more updates on IT knowledge, in order to put myself in the higher
ranking at my working place and also to improve myself and coach my staffs.
Actions ( Exactly what did you do)
To improve myself, I attended different courses and workshops in order to educate and train myself. I also Read a wide variety of
books and magazines related to telecommunication and I will continue my studies to expand my knowledge.
Result ( Result of your action)
As a result, I always update my IT knowledge and recently I got my degree in IT networking.
REVIEWED BY SUPERVISOR
List Of Strength

Discusses performance expectations and implications.

Provides regular coaching and feedback to employees.
Supports continuous learning and skills development.
Appraises performance fairly to inspire commitment.

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

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6. STRIVES FOR RESULTS Challenges self/others to drive and sustain momentum towards organizational objectives,
takes ownership and sets high goals for self/team accomplishment; act with integrity and makes effective decisions; aligns
system and resources to ensure effective implementation and delivery of desired results.

BAND 1 MEETS RESULTS EXPECTATIONS

KEY ACTIONS:
Sets standards of excellence for self
Persists in efforts
Takes on additional roles

YOUR EXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)
I would like put a target on myself in selling product and services such as CPE, Streamyx , HyppTV, Del and Add on service and
manage my time efficiently to archive my goal
Actions ( Exactly what did you do)
My target for one month for streamyx is 20 combo customer , CPE is 100 unit of telephone, keyphone system 2 unit, single del 20
customer ,HyppTV 10 customer and Add service (VAS) 10 customer. I collaborated with the other staff to challenge my target if can
and ask them to make their own target
Result ( Result of your action)
Even that I can get the accurate figure for all the target set at list I get customer that I can cover my quota for the month.
REVIEWED BY SUPERVISOR
List Of Strength

Sets clear goals that are consistent with agreed strategies.

Prioritizes tasks and allocates resources.
Manages time efficiently.
Monitors and adjusts plans when needed.
Operates in compliance with rules and regulations.
Takes responsibilities and honors commitment.

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

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 SUCCESS FORM 1 (Band 1)

7. STRATEGIC AND ENTREPRENEURIAL MINDSET Understands and utilizes economic, financial, market and industry
data to accurately determine business strengths and weaknesses; identifies key market factors and adopts entrepreneur
mindset to create and seize strategic opportunities for business success and competitive edge; drive organizational
efficiencies to maximize profit.

BAND 1 SUPPORTS BUSINESS GROWTH

KEY ACTIONS:
Pursues and interprets information
Stays competitive
Supports business growth

YOUR EXPERIENCE (BY CANDIDATE)

Situation / Task ( A description of situation)
Working and managing at TMPoint is not only need skills, but also wide knowledge on entrepreneurial mindset to run and achieve
the target given to us to score the goal and accurately determine business strengths at over TMPoint and TSSSB to success
Actions ( Exactly what did you do)
Get latest economic knowledge by reading books, newspaper and article from internet, join with friends and other entrepreneur, and
discuss about market over product we need to get information of industry data from MEDIA at over place and study what product
that can offer and do some research on the strengths and weaknesses of over business to identifies the actual key of the weakness
and how to strengths them by sit to gather with staff and do some brain stoma, of coz other than all this financial is the back bone for
every business to success at over TMPoint we reduce because of electrical by switch of unnecessary lite and air Cond from on, use
back the recycle A4 paper for printing email and not important document, reduce overtime by properly planning over staff working
time for every day.
Result ( Result of your action)
At over TMPoint with having entrepreneurial mindset we can achieved over goal without problem

REVIEWED BY SUPERVISOR
List Of Strength

Identifies strategic issues, opportunities and risks.

Is proactive in developing strategies to accomplish objectives.
Leads others to translate vision into results.
Explains the big picture in a simple manner to help others understand their roles and impact.

Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Rating :
Excellent Good Average Poor Very poor Marks :
/10 Marks
Remark

PREPARED BY CANDIDATE REVIEWED BY SUPERVISOR VERIFIED BY HC BD

Signature : Signature : Signature :

Name : Name : Name :
Position : Position : Position :
Division : Division : Division :
Date : Date : Date :

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 SUCCESS FORM 1 (Band 1)

(B) FUNCTIONAL COMPETENCY ASSESSMENT

Using position profile, please provide justifications on functional competency & strengths.

YOUR EXPERIENCE (BY CANDIDATE)

Competency

The position profile justification on functional can divide to daily, weekly and monthly let star with the daily function are such as
write report on lost and save, payment channel physical (kios, autopay, and TM Reward), del, streamyx , , if weekly are such as
write report and key in claim for up selling, customers complaint, PCMS claim, and the monthly report are such as QMS, statistics
enquiry, bank recon (CPE,NPCS) cash analysis, and order product by key in on AIR application . All this are important thing need to
be done by the position person according to the time.

Strengths

Abel to work after office hour, able to travel any time needed, able to manage time to achieve target, able to communicate with other
organization, able to selling TMpoint CPE product and services , able to team work with others.

REVIEWED BY SUPERVISOR
Remark

VERIFIED BY HC BD
Remark

VERIFIED BY PANEL
Remark
Marks :
/30 Marks

PREPARED BY CANDIDATE REVIEWED BY SUPERVISOR VERIFIED BY HC BD

Signature : Signature : Signature :

Name : Name : Name :
Position : Position : Position :
Division : Division : Division :
Date : Date : Date :

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 SUCCESS FORM 1 (Band 1)

(C) OVERALL RATING

OVERALL RATING

Behavioral (70 marks )

Functional (30 marks)

TOTAL / 100 marks

(D) POSITION SUITABILITY

Please tick appropriate box that best matches your assessment of the candidates suitability for the position.

SUITABILITY REMARKS

Match

Not Match

(E) ENDORSEMENT

ENDORSED BY
Panel 1 Panel 2 HC BD

Signature : Signature : Signature :

Name : Name : Name :
Position : Position : Position :
Division : Division : Division :
Date : Date : Date :

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