MAA-402 Service Management Analysis Audit

MAA-402 (2 weeks)

Service Management Skills

Analysis, Operational Audit, Improvement Planning & Management

Helping Implement Systems for Meeting & Exceeding Customer Satisfaction

A VERY PRACTICAL PROGRAM

A 2 week Training Program

Program Schedule

Worldwide Training Dates

USA Training Schedule

12-23 April 10 (Kula Lumpur)
12-16 April 10 (Kula Lumpur) (Intensive Program)
27 April - 8 May 10 (London)
9-20 May 10 (Dubai)
15-26 May 10 (Abu Dhabi)
14-25 June 10 (London)
27 June - 8 July 10 (Kuala Lumpur)
11-22 July 10 (London)
11-22 July 10 (Dubai)
13-24 Aug 10 (Paris)
1-12 Aug 10 (Kula Lumpur)
19-30 Sept 10 (Dubai)
10-21 Sept 10 (Abu Dhabi)
17-28 Oct 10 (London)
16-27 Oct 10 (Cape Town, South Africa)
26 Oct - 6 Nov 10 (Dubai)
26 Oct - 6 Nov 10 (Kuwait)
7-18 Nov 10 (Kula Lumpur)
12-23 Dec 10 (London)
12-23 Dec 10 (Paris)
1-12 Jan 2011 (Dubai)
1-12 Jan 2011 (Abu Dhabi)

22 Mar - 2 April 10 (San Francisco)
25 April - 6 May 10 (San Francisco)
30 May - 10 June 10 (San Francisco)
25 July -5 Aug 10 (San Francisco)
30 Aug - 10 Sept 10 (San Francisco)
22 Nov - 3 Dec 10 (San Francisco)
27 Dec 10 - 7 Jan 2011 (San Francisco)

What is Covered in this Program?

This program recognizes that service is becoming a more important aspect of satisfying customers (internal and external), managers should be looking at ways of maximizing the effectiveness of service management.

This Program provides the required skills and tools for

(1) Recognizing importance of satisfying internal and external customers

(2) Improving effectiveness of service departments

(3) Effective use of service resources

(4) Measuring quality of service

(5) Risk assessment of service functions.

(6) Implementing Customer Satisfaction Processes in your Organization or Department

Who Should Attend?

All can benefit from this program - Providing service for External or Internal Customers is part of the Job Description of each Employee at Every Level of the Organization. Professionals working as Managers and Facilitators of Service Quality Improvement would find the program very useful material for their own Job Responsibility and Coaching others in their organization.

Prerequisites and Program Pre-Preparation

None. This program is in English.

Certificate of Participation and Completion:-

On completion participants will be awarded a "Certificate of Successful Completion".
Program Instructor may decide to award a Letter of Recommendation for High Performers during the program.

Program Content

In this program you will learn about the Service Management…

Day 1

Practical Issues & Overview
Industry Standard Definitions & Terminology

Day 2

Service Industry Standard Good Practices & Methodologies

Day 3

Some Best Practices for Service Organizations & Departments

Day 4 & 5

Some Quality Analysis & Management Tools
Business Mapping of Operations
Flow Charting & 4M+C Analysis

Day 6

Setting Service Quality Targets

Day 7-8

Essential Processes to Deliver Good Service Quality: Meeting Customer Expectation Processes
Implementing the Required Processes

Day 8-9

Some Processes for Exceeding Customer Expectations
Implementing Continuous Improvement
Implementing System for Creating Customer Delight

Day 10

Program Recommendations
Preparing your Action Plan for Implementation when you go back to your organization.

This Program will also help you Answer the following questions and implement the required Management Systems to Implement them...

Do you get the best from your service units?
How to meet cost targets and give consistently good service?
How to develop a "service task" - a service vision and a structure to deliver it?
How to check how you match up to World Class and competitor service standards?
How to spot ways to differentiate your service delivery?
How to create a framework for plotting customer demand dimensions?
How to measure the cost and effectiveness of service delivery?
How to see if systems and business processes match your service task?
How to map the resources used at each stage of service delivery?
How to check how well you manage resources, service quality and service recovery?
How to reduce waste and increase productivity?
Planning Issues for Service Quality Management?
Technology Tools for Service Quality Management?
What are the Issues of Management concern?
How are Improvements Implemented?

For Latest Program Schedule Email

maa402@EuroTraining.com

Registration Recommendations

It is recommended you nominate two participants together for this program.

Single nominations will also be considered.

REGISTRATION INFORMATION

Please complete the Registration Form (Available at http://www.eurotraining.com/etl-reg.html) and FAX to UK +44 207 6811444 or Email to: euro@eurotraining.com
Fee is USD $8900 (€5,900) per participant includes Course Materials, Certificate, Refreshments and Lunch. (An additional Service Fee is Charged at Certain Locations including London and Paris)
Accommodation is not included in Program fee. Special rates will be available at venue hotel for the participants.
Program Fee information is available by Emailing: fees@eurotraining.com. Fee is payable by Bank Transfer or Bank Draft in favor of the local representative office.
Early Registration & Payment discount is 10% - if registration and fee payment is made at least 45 days before start of the program.
Fee includes Course Materials, Certificate/s, Refreshments and Lunch. Program Timings are 8:30 AM to 2:30 PM but on some days (to be announced by instructor/s) you may be asked to attend from 3:00 PM to 7:30 PM. For First Day Program Timings see your Joining Instructions.

Service Management Skills MAA-402