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Kuala Lumpur Convention Centre’s ‘70-20-10 formula’ lowers turnover rate


The Kuala Lumpur Convention Centre (the Centre) has recorded less than 2 percent in annual staff turnover since opening in 2005 due to its 70-20-10 formula in talent management. In 2012, this rate went as low as 1.3 percent.

According to Rohizat Baharum, director of Human Resources, Kuala Lumpur Convention Centre, the formula entails 70 percent experiential learning, 20 percent networking, role models and mentoring, and 10 percent course work and formal training. Out of 310, 23 percent of the current staff joined as part of the pre-opening team between 2003 and 2005.

“Fifty-one percent, or 158 team members, have been with the Centre five years and longer,” said Baharum. “With training and development programs 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 paid tribute to 72 pioneer team members, and as the first man on the scene, General Manager, Datuk Peter Brokenshire received a Certificate of Appreciation for reaching 10 years of service.ecn_062013_int_long-service_team_kuala_lumpur_cc

“Every year, the Centre invests half a million ringgit (about USD $157,455) in various training programs with some 70 percent of the spending going into leadership programs, professional coaching, management training and internalization plans to meet our objective of developing  a team of competent and skillful  professionals,” said Baharum.

Covering the soft and specialized skills needed for optimal employee performance, the Centre’s comprehensive external and internal programs range from basic conversational English, customer service and cultural awareness to more technical fields, such as emergency first aid, food handling, diet menu planning and understanding, and leadership development.

The Centre’s talent management has also seen team members progressing in their career, from ambassador to assistant catering manager, sales executive to sales manager and security officer to duty manager.

Toward this end, the Human Resources department engages with consultants and trainers to further develop the Talent Management Program, giving internal talent the opportunity to undergo extensive curriculum training to nurture their growth and professional development.

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