Kuala Lumpur Convention Centre's '70-20-10' Formula Successfully Retains Staff

June 25, 2013

The Kuala Lumpur Convention Centre may have found the secret to success in retaining staff, with 23 percent of the current staff force of 310 joined as part of the pre-opening team between 2003 and June 2005.

“More impressive is the fact that 51 percent, or 158 team members have been with the Centre five years and longer,” said the Centre’s director of Human Resource, Rohizat Baharum, himself a 9-year veteran.

Part of the Centre’s success is attributed to its’ ’70-20-10’ formula that entails 70 percent experiential learning, 20 percent networking, role models and mentoring and 10 percent course work and formal training.

“Every year, the Centre invests half a million ringgit in various training programmes, with some 70 percent of the spending going into leadership programmes, professional coaching, management training and internalisation plans to meet our objective of developing  a team of competent and skilful  professionals,” Rohizat said.

He added, “With training and development programmes being a significant component in our staff retention strategy, we actively collaborate with professional consultants to intensify and broaden the scope in the 70-20-10 formula.”

The Centre’s comprehensive external and internal programmes range from basic conversational English, customer service and cultural awareness to more technical fields such as emergency first aid, food handling, diet menu planning & understanding and leadership development.

Seventy-two of the original team members recently were celebrated, as well as General Manager Datuk Peter Brokenshire, who became the first recipient of a ‘Certificate of Appreciation’ for reaching the significant 10-year service milestone.

“The Centre is blessed with a great number of team members who have stayed committed since pre-opening and have remained steadfast in duty. This ‘backbone’ of the organisation has been key to the Centre becoming the world-class establishment it is today in a mere eight years,” Datuk said.

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