INNOVATION & CHANGE
Cheng is one of the managers who works by the book and strict with it, she must be aware that sometimes anything can happen and changes need to be made. She must remain calm and organized.
Sometimes she is not able to think independently or to deal with unexpected occurrences E.G : when cashier process breaks down she does not know what to do, or a customer asks a difficult question but she does not know the answer.
Cheng has never got any issues with customer complaints, she maintains good customer service relations, even under stress
She needs to start to be more open minded, learning new processes even if she doesn’t like it. She needs to show support to the team. EG: new Gold Process or ordering on a PO