Lead with Vision. Inspire with Impact.
This proposal presents a two-day in-house Leadership Training programme designed for Percetakan Munsun Sdn Bhd's department heads, supervisors, and team leaders. The programme addresses three priority capability gaps identified by the company: managing departmental KPIs and customer/internal complaints effectively, thinking creatively to solve day-to-day operational problems, and handling and leading subordinates with greater confidence and consistency.
The two days combine practical frameworks with hands-on application: Day 1 builds the performance-management foundation (KPI ownership and complaint handling), while Day 2 develops the people-leadership and creative problem-solving skills needed to act on that foundation day to day on the production floor and in the office.
Managers, HODs, Leaders of any section, departments or any committees.
DAY 1: Managing KPIs & Handling Complaints
Building ownership of departmental performance and a structured approach to complaints
| Time | Session | Content / Activity |
|---|---|---|
| 9:00–9:30 | Welcome & Programme Orientation | Welcome, programme objectives, ground rules, icebreaker on current KPI and complaint challenges |
| 9:30–10:45 | Module 1: Understanding & Owning Departmental KPIs | What KPIs are and why they matter; the leader's role in driving KPI achievement; translating company goals into department and individual targets |
| 10:45–11:00 | Break | |
| 11:00–12:30 | Module 2: Tracking & Communicating KPI Performance | Simple tools for tracking KPI progress; communicating targets and results clearly to the team; addressing under-performance early and constructively |
| 12:30–13:30 | Lunch | |
| 13:30–15:00 | Module 3: Handling Complaints — A Structured Approach | A step-by-step complaint-handling framework (listen, acknowledge, investigate, resolve, follow up); staying professional and solution-focused under pressure |
| 15:00–15:15 | Break | |
| 15:15–16:30 | Module 4: Applied Workshop — KPI & Complaint Scenarios | Small groups work through real Percetakan Munsun department KPI and complaint scenarios and present their resolution approach |
| 16:30–17:00 | Reflection & Close of Day 1 | Key takeaways, individual reflection on one KPI or complaint-handling change to apply immediately, preview of Day 2 |
DAY 2: Creative Problem-Solving & Leading Subordinates
Thinking out of the box and building confidence in managing people
| Time | Session | Content / Activity |
|---|---|---|
| 9:00–9:30 | Recap & Warm-Up | Recap of Day 1 insights and commitments; sharing of overnight reflections/observations |
| 9:30–10:45 | Module 5: Thinking Out of the Box | Barriers to creative thinking; simple creative problem-solving tools (reframing, “what if,” root-cause questioning); applying these to a real production or workflow problem |
| 10:45–11:00 | Break | |
| 11:00–12:30 | Module 6: Understanding & Adapting to Subordinates | Recognising different work styles and motivations among team members; adapting instructions and communication style accordingly; delegation basics |
| 12:30–13:30 | Lunch | |
| 13:30–15:00 | Module 7: Giving Instructions, Feedback & Motivation | Giving clear, actionable instructions; giving feedback that corrects behaviour without damaging relationships; simple ways to motivate a team day-to-day |
| 15:00–15:15 | Break | |
| 15:15–16:30 | Module 8: Handling Difficult Conversations & Conflict | A simple framework for difficult conversations; role-play practice on real subordinate-handling situations, with peer and facilitator feedback |
| 16:30–17:00 | Personal Action Planning & Closing | Individual leadership action plan covering KPI ownership, complaint handling, and subordinate management; programme evaluation and certificate distribution |
Facilitator-led input, case discussions, group workshops, role-play practice, and individual action planning — anchored in real departmental KPI, complaint, and supervision scenarios from Percetakan Munsun's operations
DR. DUGLAS FERNANDES
Certified HRD Corp Trainer
Corporate Trainer & Consultant
Doctorate in Business Administration, Riviera University, France
PROFILE SUMMARY
Dr. Duglas Fernandes is a seasoned corporate trainer and consultant with extensive global exposure in Quality Management, Business Process Improvement, and Leadership Development. With over three decades of experience in multinational corporations, consulting firms, and government initiatives, Dr. Duglas combines technical expertise with real-world leadership insights to deliver impactful and results-driven training.
His corporate journey spans quality-focused leadership roles, global consulting assignments, and high-level facilitation for senior leaders, government agencies, and corporate clients. Known for his engaging and practical approach, Dr. Duglas equips participants with actionable strategies that can be immediately applied in their workplace.
CORPORATE EXPERIENCE
Before transitioning full-time into training and consultancy, Dr. Duglas served as Regional Quality Control Manager for a leading European investment group. In this role, he conducted quality control audits for companies targeted for acquisition or investment worldwide, while spearheading re-engineering and restructuring initiatives to enhance product and process reliability across global operations.
From 2007 to 2013, Dr. Duglas worked with an international headhunting firm, travelling extensively across Asia, the Middle East, Africa, Europe, and North America — including Thailand, Philippines, Laos, Indonesia, Korea, Japan, China, Hong Kong, Dubai, India, Sri Lanka, Canada, Germany, France, and Switzerland — adapting to diverse business cultures and environments.
Prior to his global consultancy career, Dr. Duglas spent 23 years with Panasonic Malaysia, progressing to the role of Quality Control Manager. His tenure established his solid foundation in quality operations, leadership, and continuous improvement practices.
ACADEMIC BACKGROUND
Doctorate in Business Administration (DBA), Riviera University, France
Research Focus: Incorporating Total Quality Management to Innovate, Manage Change, and Enhance Customer Satisfaction
GOVERNMENT TRAINING EXPERIENCE
Dr. Duglas has been actively engaged in training programs for various government agencies, delivering impactful initiatives such as:
TRAINING EXPERTISE
Dr. Duglas delivers a wide range of technical, quality, and leadership programs, including:
SELECTED CLIENTS
Corporate & Industry Leaders:
Proton • Perodua • Volvo International Iran • Sapura Holdings • Sime Darby • Petronas (and subsidiaries) • Unitar International University • Binary International University • Astro • Maxis • Panasonic Malaysia • And many more
TRAINING STYLE
Dr. Duglas is known for his interactive, practical, and results-oriented delivery style. His sessions blend global corporate experience with local context, ensuring learning is both relevant and actionable. By integrating real-world case studies, hands-on activities, and proven strategies, he enables participants — from executives to senior leaders — to achieve measurable improvements in performance and productivity.
“Before attending the course, I feel that it is quite difficult for me to hold a position as a leader. Through the course, I learned about focusing and how to let go of fears and doubts in myself. After the course, I feel that those impossible things can become possible.” –Cindy, Senior Negotiator – CDB Properties Sdn Bhd
“I learnt a lot of added values." – Mohammad Shammaa, Sales Manager, Shaker Group-Kingdom of Saudi Arab-Kingdom of Saudi Arab
“We should have a tough mind. The skills of analyzing and planning. The trainer was great and professional.”–Walid Baccar, Regional Sales Manager, Shaker Group- -Kingdom of Saudi Arab
“I learned how to solve problems more effectively." –Mohydine Ramadan, Sales Manager, Shaker Group-Kingdom of Saudi Arab
“I learned to look at things from different perspectives.”– Tarek Koujou, Sales Manager, Shaker Group - #1 LG distributor in KSA--Kingdom of Saudi Arab
“The trainer is so willing to share. I especially loved –People see your behavior, not your intention! I would highly recommend this training to everyone for better working environment, happier staff and better results.” - Senior Project Manager, DHL Asia Pacific IT Services.
“Before attending this course, I thought that ‘leader’ and ‘manager’ were the same, but this training taught me what a leader needs to have is far broader than what a manager has. After it was done, I learned that while practical knowledge was important, the skill is bring people up is more crucial to the organization. The trainer had good knowledge and was very experienced.”– Clarice, Accountant, Dragon-I-Restaurant.
“This training taught me about leadership. When it was completed, I felt full of knowledge. The trainer was very groovy, experienced and funny.”– Yap Soon Ming, Assistant Manager, Dragon-I-Restaurant.
“I was interested in this course before attending. I learned about management tools and felt really well-informed after it was done. The trainer was very good with lots of experience. I particularly liked the part of the course where we focused on ‘disc scoring’.”– Adam Randall, Manager, City Facilities Management Sdn Bhd.
| Normal Fee | Early Bird | Group Fee |
|---|---|---|
| Sign up 1 pax | Sign up 1 pax | Sign up 3 pax or more |
| Pay 1 day(s) before course starts | Pay 14 day(s) before course starts | Pay 1 day(s) before course starts |
| MYR 2990 per pax | MYR 2600 per pax | MYR 2500 per pax |
| USD 890 per pax | USD 760 per pax | USD 730 per pax |
For minimum 5 and maximum 20 pax per session
Upon successful completion of this program, you will receive a Certificate of Achievement.
1. Online Payment by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Bank Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas - Applicable to Malaysian Employer Only
Feel free to contact us for any further enquiries.
Mobile call/Whatsapp: +60126869 628 | +6018 2175 123
Office: +603 8074 9056
Email: info@itrainingexpert.com | itrainingexpert.com
Our training consultants will help you select the ideal timing and format
Office Hours: Mon-Fri 9AM-6PM
