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Driving Service Performance

Operations, Programme Management and Information Systems
Driving Service Performance

This innovative programme will enable you to develop a more compelling case for service improvement that engages your stakeholders and delivers real value. It will increase your confidence to provide leadership in service management and the ability to use tools and techniques to tackle operational problems relating to service.

All too often there is a gap between the claims an organisation makes on the importance to it of providing good quality service and the quality of service that it then actually provides. Why is that? Is it because the organisation doesn't really want to walk the talk, or because it doesn't know how to walk the talk? This programme will help you develop your service you strive to provide.

What will I get out of the programme?

You will:

Develop an enhanced critical awareness of your organisation's service heritage and the strengths and weaknesses of its current service strategy, you will be more effective in presenting a compelling case for service
Gain increased confidence to provide leadership in service management
Determine from a range of tools, concepts and techniques those most suitable to tackle the service operational problems you and your organisation face
Develop strategies for getting other stakeholders on board
Network with other managers from a wide variety of service organisations and benefit from cross-fertilisation of ideas and experiences.

Your organisation will be able to:

Develop a coherent approach to analysing specific aspects of the company's performance to achieve consistent service improvement
Benefit from the participant's understanding of how service improvement can be effectively driven.

What is the programme about?

The programme is about finding answers to such key questions as:

How do we justify investment in service?
What is our current strategy for service?
How do we develop a better strategy for service?
How do we take people with us?
What do I need to make this happen?

Who is the programme for?

Managers from any sector tasked with reviewing, developing or improving service strategy
Managers who have responsibility for service quality, customer service, field service and customer strategy or service operations
Managers who have been frustrated with the outcomes of their efforts to make improving service competency a vital and on-going element of their organisation`s strategic agenda.