Management & Leadership Seminars

Service Management Skills Analysis, Operational Audit, Improvement Planning & Management



Program Overview

In this program you will learn about:

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:

  • Recognizing importance of satisfying internal and external customers
  • Improving effectiveness of service departments
  • Effective use of service resources
  • Measuring quality of service
  • Risk assessment of service functions.
  • Implementing Customer Satisfaction Processes in your Organization or Department

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? 

UAE (Dubai)

From 19/4/2020 To 30/4/2020 Price: 3750 Euro
From 30/8/2020 To 10/9/2020 Price: 3750 Euro
From 18/10/2020 To 29/10/2020 Price: 3750 Euro

Egypt (Cairo)

From 28/6/2020 To 9/7/2020 Price: 3750 Euro
From 20/9/2020 To 1/10/2020 Price: 3750 Euro

Morocco (Casablanca)

From 20/12/2020 To 31/12/2020 Price: 3750 Euro

Jordan (Amman)

From 1/11/2020 To 12/11/2020 Price: 3750 Euro

UK (London)

From 22/6/2020 To 3/7/2020 Price: 6750 Euro
From 23/11/2020 To 4/12/2020 Price: 6750 Euro

Egypt (Sharm El-Sheikh)

From 21/6/2020 To 2/7/2020 Price: 3750 Euro
From 26/7/2020 To 6/8/2020 Price: 3750 Euro

Malaysia (Kuala Lumpur)

From 17/5/2020 To 28/5/2020 Price: 4500 Euro
From 25/10/2020 To 5/11/2020 Price: 4500 Euro

Turkey (Istanbul)

From 12/4/2020 To 23/4/2020 Price: 4250 Euro
From 26/7/2020 To 6/8/2020 Price: 4250 Euro
From 25/10/2020 To 5/11/2020 Price: 4250 Euro

France (Paris)

From 8/6/2020 To 19/6/2020 Price: 6750 Euro
From 9/11/2020 To 20/11/2020 Price: 6750 Euro

Switzerland (Geneva)

From 10/8/2020 To 21/8/2020 Price: 6750 Euro

Spain (Barcelona)

From 8/6/2020 To 19/6/2020 Price: 6750 Euro
From 16/11/2020 To 27/11/2020 Price: 6750 Euro

Italy (Rome)

From 6/4/2020 To 17/4/2020 Price: 6750 Euro
From 3/8/2020 To 14/8/2020 Price: 6750 Euro

Manama (Bahrain)

From 3/5/2020 To 14/5/2020 Price: 3750 Euro
From 19/7/2020 To 30/7/2020 Price: 3750 Euro

Oman(Muscat)

From 26/7/2020 To 6/8/2020 Price: 3750 Euro

Kuwait (Kuwait)

From 25/10/2020 To 5/11/2020 Price: 3750 Euro

Spain (madrid)

From 5/10/2020 To 16/10/2020 Price: 6750 Euro

USA (Boston)

From 24/5/2020 To 4/6/2020 Price: 7250 Euro

Netherlands (Amsterdam)

From 12/10/2020 To 23/10/2020 Price: 6750 Euro

Canada (Toronto)

From 27/7/2020 To 7/8/2020 Price: 7250 Euro

Germany (Munich)

From 31/8/2020 To 11/9/2020 Price: 6750 Euro

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