SMSR Successfully Managing the Service Delivery for Results

Start Dates:

Duration

2 Weeks


Course Objectives

To develop a holistic approach to service delivery. Understand and measure the 12 steps that dictate service delivery in all organisations.


Who should attend

Directors,Executives, General Managers and Managers who are responsible for delivering results in their organisation.


Prerequisites

None


Course Overview

Understand where service delivery sits in all organisations-and what makes an organisation excellent.
Measure your own service delivery and discover what the next steps must be to improve.
Discover the classic 12 component parts that ensure service delivery results-every time
Setting an organisation strategy and compelling vision
Why customer research is critical to your success and which customers to target
Organise your organisations structure to deliver results
The service delivery process-its about the sizzle-not the steak
Successful management practices that delivers results
Measure, measure, measure: if you are not measuring-you are just practicing!
Successfully managing the change-a classic 8 step process
Training for success-how to improve your training investment
Internal team building-you are only as good as your weakest link
Educating the customer and creating the service delivery environment for results
Communications-both internal and external for results


Learning Goal


Course Materials

Course notes and hand outs


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