 |
 |
| A
Commitment to Service Excellence |
| |
| Service
Excellence |
| Learning
Objectives: |
| At
the end of this workshop, participants will learn about
the following: |
- Service Excellence: Implications for the bottom
line
- The link between Service Excellence and employee
satisfaction
- Defining quality and excellence in services
- How to manage “moments of truth”
- Internal and external customers
- Understanding the needs, wants and expectations
of the customers
- Service recovery process
- The implications of organizational culture on performance
- How to recognize service quality gaps, and how
to close them
- How to use data to drive service excellence
- The role of key staff in service excellence
|
|
|
| Data
Management and Statistical Analysis |
| Learning
Objectives: |
| At
the end of this workshop, participants will learn about
the following: |
- Types of data
- Distinctions between data and information
- The consequences of poor or inaccurate analysis
- The reasons for measurement
- How to gather process and performance data
- How to analyze process and performance data
- How to present and display data
- Basic statistics and their use in analyzing data
- Getting the most out of data
- Reliability and validity of data
- Determining the right sample size
- Stratification of data
- How to avoid erroneous conclusions
|
|
|
| Practical
Management and Supervisory Skills |
| Learning
Objectives: |
| The
purpose of this workshop is to provide managers and supervisors
with the practical tools and techniques necessary to help
them excel in their roles. |
Organizations have become
more complex and the challenges of leading successful
work teams are ever so real. When individuals are promoted
or hired into management or supervisory positions without
the necessary tools, their failure is inevitable.
In this course, participants will learn everything from
managing their boss’ expectation to how to help
their subordinates succeed. |
| |
|
|
| Process
Improvement |
| Learning
Objectives: |
| At
the end of this workshop, participants will learn about
the following: |
- The components of a process
- How to document a process using flowcharts and
process mapping
- Developing a company-wide quality plan
- Understanding the sources and types of variation
- How to define a problem
- The team process and its role in process improvement
- How to prioritize opportunities for improvement
- How to use data to determine and validate root
causes
- Data gathering tools for process improvement
- The problem-solving process
- Implementing solutions
- The concept of control charts
- Using control charts to manage processes
|
|
|
| Leadership:
Imperatives for Success |
| Learning
Objectives: |
| At
the end of this workshop, participants will learn about
the following: |
- Distinctions between a leader and a titled executive
- The laws of leadership
- Excerpts from the diaries of great leaders
- Emotional versus Intelligent Quotient
- Leadership and decision-making
- Leadership and Trust
- Qualities of successful leaders
- Implication of leadership on corporate culture
- Leadership and effective communication
- How successful leaders manage rapid growth and
change
|
|
|
| Managing
and Implementing Change |
| Learning
Objectives: |
| At
the end of this workshop, participants will learn about
the following: |
- Key questions to consider prior to implementing
change
- Factors affecting the success of change implementation
- How to improve your chances of success in implementation
- The role of an implementation team
- The impact of organizational culture on change
implementation
- How to dismantle a negative organizational culture
|
|
|
| Project
Management Workshop |
| Learning
Objectives: |
| This
project management workshop is aimed at helping managers
and supervisors acquire the skills necessary to effectively
manage projects. The workshop includes the following topics: |
- Establishing the project team
- Defining project planning
- Project control
- The Gantt chart
- The project network
- The critical path
- Activity Scheduling
- Activity Slack
- Probabilistic activity times
- Project crashing
|
|
|
| New
Manager Workshop |
| Learning
Objectives: |
| This
workshop is aimed at helping newly appointed managers
and supervisors acquire the skills necessary to effectively
manage people. The transition from managing tasks to managing
people is often a challenging one for new managers and
supervisors. This workshop seeks to facilitate this transition. |
- Getting adjusted to your new role
- Understanding the differences between managing
tasks and managing people
- Assessing the health of your unit or department
- Selecting, building, and developing your work team
- Crafting your mission, vision and values
- How to gain the trust of your colleagues and subordinates
- How to motivate your staff
- Measuring your success
- Dealing with resistance
|
|
|
| Developing
a Quality Plan Workshop |
| Learning
Objectives: |
| This
workshop seeks to help managers, supervisors and staff
acquire the skills necessary to develop an effective quality
plan. The elements of a quality plan include: |
- Establishing an operational definition of quality
- Definition of customer requirements and specifications
- The identification and definition of defects
- Establishing the most appropriate way to check
the quality of the product or service
- Establishing a quality control process
- Setting up the metrics for quality
- Setting up the time table for conducting quality
checks
- Identifying roles and responsibilities
- Identifying the determinants of poor quality
- Establishing targets, standards, benchmarks and
guidelines
|
|
|
| Statistical
Quality Control Workshop |
| Learning
Objectives: |
| This
workshop is aimed at helping managers and supervisors
acquire the skills necessary to use the concepts of control
charts to manage quality. The workshop will address the
following: |
- Types of variation
- Sources of Process variation
- Types of data
- Run Charts
- Control charts for non-conformance (defect detection)
- Control charts for non-conformities (defect prevention)
- How to use control charts to manage process variation
|
|
|
| Consulting
and Coaching Activities |
| Consulting
and coaching activities in the following areas: |
- Strategic Planning
- Quality Management
- Forecasting
- Inventory Management
- Supply Chain Management
- Business Plan
- Product branding
- Market Research
- Cost containment
- Developing organizational performance metrics
|
|
|
| Organizational
Assessment |
| |
| The purpose of an organizational
assessment is to determine the strengths and weaknesses
of an organization as well as the organization’s
ability to fulfill its mission. It involves a comprehensive
review of an organization’s processes, input, activities,
outputs and outcomes. Following the assessment, the organization
receives a comprehensive list of recommendations for improvement. |
| |
|
|
| Customer
Feedback and Surveys |
| Consulting
and coaching activities in the following areas: |
- Customer Satisfaction Survey
- Employee Satisfaction Survey
- Patient Satisfaction Survey
- Focus Group sessions
|
|
HOME 
CONTACT 
