DESIGNING STRATEGIES FOR ORGANISATIONAL SERVICE EXCELLENCE
Description
Course Description:
You can’t control anything you can’t measure ... an organisation that is trying to get into its customers’ good books without a sensitive barometer to measure how WELL it is serving its customer base, is like a miner deep down under without a headlight! Businesses and organisations are mired in the classical financial indicators, which are necessary, but grossly insufficient for the purpose, for the simple reason that those indicators have two major weaknesses- they are very much LAGGING; worse, they have zero DIAGNOSTIC capability. When these indicators head south, it is way too late to figure out the root cause. They give no clues whatsoever, as to what might have gone awry
Target Audience
Senior, top Management of EVERY organisation - private, public, profit, non- profit, regardless of size, regardless of the nature of the business
Course Outline
This programme is specially designed to provide the fundamentals on how to design indicators which: Measure what MATTER to YOUR customers, And which therefore MATTER to the SUCCESS of your organization With KPIs CORRECTLY defined for each KEY function, the organisation is SELF-supervising, SELF- DRIVEN!
The course is delivered using Brainstorming, Mini-lectures, Group discussions, Syndicate exercises (Participants design KPIs for their organisations)
Scope: Global Mode of training: Virtual Time: From 9:00am to 12:00pm
Dates:
August 03-14, 2020
Sept 14-25, 2020
November 16-27, 2020
December 07-18, 2020
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