MAA-402 Service Management Analysis Audit

MAA-402 (2 weeks)

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
8-19 Oct 2008 (London) 3-14 Nov 2008 (Kula Lumpur) 16-27 Nov 2008 (Dubai) 4-15 Jan 2009 (Dubai)	16-27 Sept 08 (San Francisco) 24 Sept - 5 Oct 08 (San Francisco) 11-22 Dec 08 (San Francisco) 22 Dec - 2 Jan 09 (New York)

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 $7800 per participant includes Course Materials, Certificate, Refreshments and Lunch.
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