Management Training Courses

Introduction

Each and every one of us serves customers, providing a positive customer service to customers is crucial and creating opportunities for repeat business is is important.

The Customer Care Service course will look at all types of customers and how to serve them better and improve ourselves in the process. Participants will be provided a strong skill set including face-to-face dealing, over the phone techniques, dealing with difficult customers, and generating return business.

Objective

Each and every one of us serves customers, providing a positive customer service to customers is crucial and creating opportunities for repeat business is important.

This Customer Care Services course is designed to equip and improve ourselves. Participants will be provided with the basic skills set and knowledge required for front line staff to handle customer contacts by phone, email and face-to-face dealing, over the phone techniques with difficult customers, and generating return business successfully.

Training Benefits

- Identify and meet customer expectations
- Communicate effectively with customers
- Manage customer perceptions
- Deal with different types of customers
- Respond effectively to in-person and telephone customer contacts
- Write effective emails and letters
- Manage stress
- Course Discussions and Exercise
- Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Care Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments

Audience

This course has been created for analysts, forecasters wanting to introduce or improve forecasting which can be related to sale forecasting, economic forecasting, technology forecasting, supply chain management and demand or supply forecasting.

Description

This course guides delegates through series of methodologies, frameworks and algorithms which are useful when choosing how to predict the future based on historical data.

It uses standard tools like Microsoft Excel or some Open Source programs (notably R project).

The principles covered in this course can be implemented by any software (e.g. SAS, SPSS, Statistica, MINITAB ...)

Kanban Management Professional 1 (KMP1) is a highly interactive two-day course accredited by the Lean Kanban University (LKU). It combines teaching, group discussions and a fully immersive simulation to illustrate how the Kanban Method helps individuals, teams, and organisations to manage and improve the delivery of products and services to their customers.

The Kanban Method provides pragmatic, actionable, evidence-based guidance for successful evolutionary change. It starts with what you do now and pursues evolutionary change while respecting current roles, responsibilities and job titles, and encouraging leadership at all levels. This allows organisations to evolve business processes gradually, define and use relevant metrics to measure progress, and significantly reduce the risks associated with complex change programmes.

You will leave this course with knowledge of the Kanban principles and general practices, and skills that will enable you to apply Kanban with confidence in your organisation.

What Will You Learn?
- Identify internal and external sources of dissatisfaction
- Analyse demand vs capability
- Model the knowledge discovery process
- Design kanban systems and their visualisations
- Identify and prioritise improvements
- Choose cadences for activities
- Identify classes of service

Who Is This Course For?
Anyone who is involved in product development or knowledge work. This includes but is not limited to the following:
Programme and delivery managers
Product and project managers
Product developers, software developers and testers
People working in operations or support
Business analysts
High-level management
Anyone interested in implementing Agile in their organisation

In 1996 John Kotter wrote "Leading Change" which looked at what people did to transform their organisations. Kotter introduced an 8-step change model for helping managers deal with transformational change.

This instructor-led, live training (online or onsite) is aimed for managers, business owners and strategists planning to implement Kotter's 8 model in their respective organization.

Format of the Course

- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.

Who should attend: Managers interested in improving productivity by implementing 5S and who want to make sure they are starting this vital concept the right way.

This training course has been created for professionals from all sectors. It can be tailored to dental clinics, laboratories, offices etc. It is not designed for academic purposes, but offers practical advice how to implement 5S

The course is aimed at leaders and agents for change who want to make sure that they are introducing 5S the right way.

Each course member will have the opportunity to get hands on experience through a number of exercises to demonstrate that 5S works

Upon completing the training you will:

- Understand how 5S works and improve efficiency by 10 to 30%
- Be able to indentify sources of waste and improve profitability
- Understand the reasons for the five step process and know how to implement it
- Have the tools and procedures in order to improve processes
- Develop a concrete plan to introduce 5S to your workplace

If you are thinking about improving workplace efficiency, winning more orders and satisfying your customers while improving safety, you cannot afford not to take this course

Lean Distribution refers to the application of Lean Manufacturing concepts to distribution, logistics and supply chain operations. The focus is on adding value for customers, while identifying and eliminating waste—anything that doesn't add that value.

In this instructor-led, live training, participants learn the methodology, teams and tools needed to implement Lean within their own distribution centers and supply chain operations while establishing a culture of continuous improvement.

The training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. Some of the concepts covered include:

- Calculating the true cost of fulfillment
- Lowering total costs across the supply chain
- Overcoming resistance to change
- Cultivating leadership and instilling a mindset of Lean thinking across the organization

Format of the course

- Part lecture, part discussion, exercises and hands-on practice

When an enterprise begins a lean transformation, be it in manufacturing, services, or technology, too often the IT department is left out of the picture. Lean IT is a response to this. Lean IT extends Lean principles to information technology (IT), its principle tenet being "the elimination of waste" (work that adds no value to a product or service).

In this instructor-led, live training, participants learn how to unpack the problem of waste in an IT organization. Through the coverage of theory, case-study activities, and hands-on practice with the tools, methods, and metrics needed, participants learn the critical thinking, analytical and communication skills needed to address the problem of waste in IT operations. By way of this interactive process, participants learn how to apply Lean IT principles and practices within their own organization and establish a culture of continuous improvement in IT.

At the end of this course, participants will understand the impact and role of the IT department in an organization's Lean transformation. In practical terms, participants will learn how to:

- Measure business performance.
- Quantify the return on "innovation".
- Assess business processes and identify waste.
- Reduce operating costs.
- Improve quality and performance.
- Improve service levels, manage change, and take advantage of emerging technologies.
- Maintain quality and stability over time.
- Make "Lean thinking” an integral part of the enterprise and every IT professional's toolkit.

Format of the course

- Part lecture, part discussion, exercises and hands-on practice

Lean Management is an approach to running an organization. It promotes a long-term view of work and a culture of continuous improvement -- seeking to continuously and systematically achieve small, incremental changes in processes in order to improve efficiency and quality.

In this instructor-led, live training (onsite or remote), participants learn how to apply Lean principles and practices within a manufacturing context and establish a culture of continuous improvement.

The training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. Some of the concepts covered include:

- Determining the root cause of inefficiencies.
- Measuring performance.
- Realizing the continuous improvement cycle.
- Organizing Kaizen events.
- Instilling a mindset of Lean thinking across the organization.

Format of the Course

- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.

Who should attend:

Lean and change agents, operational leaders and professionals who want to make sure they are starting this foundational concept the right way

This training course has been created for professionals from all sectors in manufacturing etc. It is not designed for academic purposes, but offers practical advice how to implement 5S in your production facility

The course is aimed at leaders and agents for change who want to make sure that they are introducing 5S the right way.

Each course member will have the opportunity to get hands on experience through a number of exercises to demonstrate that 5S works.

Upon completing the training you will:

- Understand how  5S works and improve efficiency by 10 to 30%
- Be able to indentify sources of waste and improve profitability
- Understand the reasons for the five step process and know how to implement it
- Have the tools and procedures in order to improve production processes
- Develop a concrete plan to introduce 5S to your workplace

If you are thinking about improving workplace efficiency, winning more orders and satisfying your customers while improving safety, you cannot afford not to take this course

Lean Management is about customer focus, developing and maintaining systems and processes to provide value for customers. Lean Services is the application of lean concepts to service operations.

In this instructor-led, live training (onsite or remote), participants learn how apply Lean principles and practices within their own organization and establish a culture of continuous improvement.

This interactive training combines case activities and discussions with live, hands-on practice using the tools, metrics, and methods needed to implement Lean systems and processes. This training aims to instill a mindset of Lean thinking.

Format of the course

- Part lecture, part discussion, exercises and hands-on practice

Audience

Managers and Team Leaders who need to be fully aware of the issues surrounding the management and development of their staff (direct and indirect reports)

Format of the course

The course will be a highly-interactive combination of:

- Facilitated Discussions
- Slide Presentations
- Exercises and Case Studies

By the end of the course, delegates will be able to:

- Understand the different skills required for Managing and for Leading
- Develop their team in the most-effective way
- Explain how best to deliver Change in their part of the organisation
- Manage staff performance better
- Successfully negotiate their preferred solutions
- Explain how to deal with the difficult situations they may encounter in the office

Instead of supporting deep analysis and large shifts, the McKinsey 7-S model is great for analyzing how coherent your company is. If you know that you need to change your act, but you’re not sure what to do, this is the change management model for you.

This instructor-led, live training (online or onsite) is aimed at managers, business owners and strategists planning to implement McKinsey 7s model in their respective organization.\

Format of the Course

- Interactive lecture and discussion.
- Lots of exercises and practice.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.

Audience

Staff who need to be fully aware of the issues surrounding People and Team Management for:

- Themselves
- Their colleagues (peers)
- Their bosses
- Their team members
- Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

- Facilitated Discussions
- Slide Presentations
- Exercises and
- Case Studies

By the end of the course, delegates will be able to:

- Appreciate the need to manage their own behaviour before they can influence others’ behaviour
- Understand the strengths and weaknesses of the various communications media available
- Appreciate how to manage, motivate and develop their team members
- Manage their internal and external customers and stakeholders
- Explain how to deal with the difficult situations they may encounter in the office

ISO 26262 defines the requirements for functional safety in the automotive sector.

This instructor-led, live training (online or onsite) is aimed at automotive professionals who wish to implement the ISO 26262 standard within their organization.

By the end of this training, participants will be able to:

- Understand functional safety as it relates to automotive hardware and software development.
- Understand the legal responsibilities and compliance requirements of ISO 26262.
- Implement the safety processes prescribed in ISO 26262.

Format of the Course

- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.

QMS Auditor / Lead Auditor (ISO 9001) training course explains what a QMS (Quality Management System) needs to accomplish. It also explains the requirements of a successful QMS Audit. These requirements serve as the basis of Continuous Improvement efforts towards improved products and services for the Customer.

In this instructor-led, live training, participants will learn about the QMS Audit principles, procedures and documentations as they step through a series of case studies, group discussions, and hands-on exercises and activities.

By the end of this training, participants will be able to:

- Identify the Requirements for a successful QMS Audit.
- Create an Audit Checklist for a sample audit scenario.
- Report findings in accordance to ISO 9001 requirements.
- Write and grade non-conformity reports and evaluate proposals for corrective action.
- Prepare and present a convincing evaluation to top management in accordance to the organization's policy and objectives.

Format of the course

- Part lecture, part discussion, exercises and heavy hands-on practice

Overview

This 5-day course will help delegates develop their strategic thinking, planning and management skills including the tactical and operational requirements for successful implementation in a banking environment. The course will deal with the tough issues of conflict management, managing change, what makes a good leader and how to motivate a team. Using interactive case studies as well as sector examples, delegates will be encouraged to share experiences and challenges to help build practical and work focused solutions which they can take back and actually use.

The core objective of the programme is to equip the executives with the skills to scan the business environment to uncover profitable business opportunities as well as develop strategies for gaining competitive advantage in an increasingly competitive business environment. Amongst others, the programme will also provide insight on leadership the best practices and behaviors that will strengthen the capacity of the executives to handle the complexities and uncertainties of managing a high performance financial institution.

Learning Objectives

After attending this course, delegates will be able to:

- Describe the main problems that are faced by a large bank;
- Explain the various approaches to organisational development planning;
- Analyse the current business environment and influences affecting the organisation;
- Analyse resources within and external to the organisation;
- Explain the various approaches to managing strategy and it place in the business plan;
- Evaluate the alternative development strategies so as to recommend the one(s) most suited to the needs of the firm.
- Apply a deeper understanding of strategic development plans;
- Discuss objectively the risks, benefits and costs that accompany the implementation of the new strategy including managing conflict in a team;
- Define approaches to managing the identified risks;
- Analyse the potential impacts on his or her firm (both positive and negative) that will result from implementing the new strategy;
- Design policies, systems and processes to successfully implement the emergent strategic plans;
- Cover the key steps in change management

Who Should Attend

- Product/Service Managers
- Newly appointed as well as established Managers and Team Leaders
- Heads of Operations
- Senior Bank Managers
- Human Resource Managers
- Operations Managers
- Marketing Managers

Methodology
The course consists of facilitated workshops, supplemented by case studies drawn from a combination of published real life examples and/or practical experience. There will also be opportunities for attendees to work in small groups to synthesise ideas and strategies and to apply the material in the context of their own organisations/departments. Open forum discussions will also be a key element.

"Supplier quality" refers to a supplier's ability to deliver goods and services to customers in a satisfactory manner. "Supplier quality management" refers to the tools and processes used to manage supplier quality.

This instructor-led, live training (online or onsite) is aimed at supply managers and personnel who wish to adopt a quality-centric approach to managing suppliers.

By the end of this training, participants will be able to:

- Adopt a proactive and collaborative approach for enhancing supplier quality.
- Clearly define and communicate supply specifications and requirements.
- Explore different Supplier Quality Management Systems (QMS) and apply an analytical approach to choose the most suitable one.
- Use a QMS system to continuously monitor, inspect and audit supply chains.
- Ensure that suppliers provide the highest quality products and services.

Format of the Course

- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.

This course has been created for decision makers whose primary goal is not to do the calculation and the analysis, but to understand them and be able to choose what kind of statistical methods are relevant in strategic planning of the organization.

For example, a prospect participant needs to make decision how many samples needs to be collected before they can make the decision whether the product is going to be launched or not.

If you need longer course which covers the very basics of statistical thinking have a look at 5 day "Statistics for Managers" training.

Strategic Thinking refers to the process of thinking through problems and situations through a big picture lens, considering the implications of various actions, then acting upon the most ideal strategy for overall business success.

Good strategic thinkers look at challenges and opportunities analytically and consider them within the context of a company's vision and goals. Whether used by a strategy manager considering how to allocate an investment or a business developer evaluating the potential of expanding into a new market, strategic thinking is a skill that can be learned, practiced, and refined. Strategic thinking gives managers the clarity and edge needed to make better decisions and continuously move their companies in right direction.

In this instructor-led, live training, we walk new managers through the most important concepts of strategic thinking, putting theory into practice through task-based activities based on real-life cases. Participants get a unique opportunity to learn new ways of thinking, implement key concepts to solve problems, reflect on how these principles apply to their own work, and listen to and share their own perspectives with their instructor and class peers.

Format of the Course

- Participants will gain a big-picture understanding of what drives their business and how their role within the organization contributes to the business's goals, vision, and bottom line. The course is interactive and activity-based, with case-studies, team-based tasks and individual presentation and problem-solving making up an important part of the course.

This training course has been created for investors, business owners, directors, managers, executives and analysts who need to develop strategic planning skills. It is not designed for academic purposes, but to start realizing your dreams today.

This course focuses on strategic planning for businesses in which flexibility and constant learning is the most important thing. The main emphasis is corporate and investment strategy using current real-world examples. Each course member will have the opportunity to create a strategic plan and learn how to implement it in practice.

Audience

Senior Managers who need an insight into the issues of Strategic Management and its application

Format of the course

A combination of:

- Facilitated Discussions
- Slide Presentations
- Case-Studies and Examples

By the end of the course, delegates will be able to:

- Define issues underpinning successful strategic leadership and the link to a strong organisational climate
- Describe a range of strategic business models and their potential implications for their own business
- Define the critical concepts underpinning building high performing teams and managing change
- Define and use key financial measures of strategic success

This training course has been created for Practice Managers, Practice Owners, General Practitioners, NHS administrators, CCG staff who need to develop strategic planning skills. It is not designed for academic purposes, but offers practical advice how to set goals, realize your plans, communicate them to colleagues and minimize conflict within the organisation.

This course focuses on strategic planning for primary care in which flexibility and continuous learning are the most important factors. The main emphasis is strategy using current real-world examples from a number of unrelated industries in order to learn how the strategic models work, then we are going to apply them to primary care.

Each course member will have the opportunity to create a strategic plan and learn how to implement it in practice. In these uncertain times in healthcare, you cannot afford not to take this course

Are you struggling with implementing Agile in your organization? Is the change too prescriptive? Are your teams overburdened and less productive but still too resistant for a revolutionary change?

Choose the “Alternative Path to Agility” and implement an evolutionary and humane Change Management Method which doesn’t change your process but improves it.

The Kanban Method provides pragmatic, actionable, evidence-based guidance for successful evolutionary change. It starts with what you do now and respects current roles, responsibilities and job titles. This allows organizations to evolve business processes gradually, define and use relevant metrics to measure progress, and significantly reduce the risk associated with complex change programs.

If your team is overwhelmed, Kanban can help you to get your work under control. Kanban is a new technique for dynamically managing your process and revealing bottlenecks.

This training provides the skills and knowledge you need to apply Kanban in your work and learn how to determine what to work on now, what to leave until later and what to take off the to-do list forever.

Learning Outcomes

This 1-day course teaches the basics of the Kanban Method® and serves as the entry level and starting point to an alternative path to agility.

Attendees should become familiar with the Kanban Method. They should be able to design and implement a basic Kanban board. They should be able to understand work item types and the risks associated with specific work items. They should be familiar with a variety of different Team Kanban board designs and styles and know how to choose a design that is best suited for their context. They should be aware of the training roadmap and the value and benefits to be derived at each step on the “alternative path to agility.”

Who Should Attend

This course is designed for any professional who is part of a product development or knowledge work environment and who is interested in discovering how Kanban can help improve working environments. Kanban works across multiple functions of an organization, from senior members of staff looking to adopt Lean Management to members of delivery teams willing to improve their working practices. Previous attendees to our classes have been in roles such as:

- Senior Management Positions (CxO)
- Program and Project Managers
- Product Managers, Product Owners and Business Analysts
- Scrum Team Members
- Scrum Masters, Team Leads and Change Agents
- Product & Software Developers & Testers
- Agile Coaches & Practitioners (Scrum, XP, DSDM, AgilePM, etc.)
- Other roles such as HR and Finance professionals

This course is aimed at people who are about to begin or have just begun a professional career in industry. Designed to build an understanding and appreciation of the corporate workplace, the expectations and behaviours that post graduates will face when starting their career.

Following the course, a mentor will be assigned for a period of 6 months whereby upto 6 meetings will take place (via phone, skype, etc) on a 1-2-1 basis. The purpose of these meetings will be defined between the mentor and the mentee ahead of each session and will be focused on the issues that are most important to the mentee at the time.

KAIZEN is derived from Japanese and means "continuous improvement". It can be used in the workplace as well as in the work process.

Overview

Across the globe regulators are increasingly linking the amount of risk taken by a bank to the amount of capital it is required to hold and banks and financial services are increasingly being managed on risk-based management practices. The banks, their products, the regulations and the global market are becoming increasingly complex, driving ever greater challenges in effective risk management. A key lesson of the banking crisis of the last five years is that risks are highly integrated and to manage them efficiently banks have to understand these interactions.

Key features include:

- the explanation of the current risk-based regulations
- detailed review of the major risks faced by banks
- industry best practices for adopting an enterprise approach to integrating risk management across an entire organisation
- using governance techniques to build a group wide culture to ensure everyone takes an active role in managing risks in line with the banks strategic objectives
- what challenges could be faced by risk managers in the future.

The course will make extensive use of case studies designed to explore, examine and reinforce the concepts and ideas covered over the five days. Historical events at banks will be used throughout the course to highlight how they have failed to manage their risks and actions that could have been taken to prevent loss.

Objectives

The objective of this course is to help bank management deliver an appropriate integrated strategy for managing the complex and changing risks and regulations in today’s international banking environment. Specifically this course aims to give senior level management an understanding of:

- major risk within the financial industry and the major international risk regulations
- how to manage a bank’s assets and liabilities whilst maximising return
- the interaction between risk types and how banks use an integrated approach for their management
- corporate governance and the best practice approaches to managing the diverse interests of the stakeholders
- how to develop a culture of risk governance as a tool for minimising unnecessary risk taking

Who should attend this seminar

This course is intended those who are new to integrated risk management, senior management responsible strategic risk management, or those who wish to further their understanding of enterprise risk management. It will be of use to:

- Board level bank management
- Senior managers
- Senior risk managers and analysts
- Senior directors and risk managers responsible for strategic risk management
- Internal auditors
- Regulatory and compliance personnel
- Treasury professionals
- Asset and liability managers and analysts
- Regulators and supervisory professionals
- Suppliers and consultants to banks and the risk management industry
- Corporate governance and risk governance managers.

An effective customer care strategy is essential to the growth of your business. ... A customer care strategy plays an important role in building customer satisfaction, helping you to retain loyal customers and increase levels of repeat business.

This course focuses on strategies and skills for building lifelong customer relationships by developing valuable and effective customer-care strategies.

Satisfied customers may, through conversations and story-telling, become voluntary ambassadors for your company and are highly likely to recommend your services or products to others.

This course will also help participants communicate effectively, appropriately and clearly in all situations.

OBJECTIVES

Helps participants to develop an effective customer service strategy, design and implement systems that focus on meeting customer needs and benchmark their service against their competitors, review the quality of your current customer service, set objectives and establish a strategy to meet the following.

- Create and Increase Quality customer service.
- Critical Quality Customer Service Skills
- Communication skills with customers
- Conversations over the Telephone

- E-mail to Enhance Customer Service…
- How to Deal with Difficult Customers
- Do’s and Don’ts of Customer Service

Format of the Course

- Interactive lecture and discussion.
- Lots of exercises and practice.
- Hands-on implementation in a live-lab environment.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.
- To learn more about ___, please visit: ___

This instructor-led, live training workshop (onsite or remote) is aimed at introducing available change management models with their pros and cons and case studies in order to equip the delegates with the knowledge and skills to choose the most appropriate model specific to their domain itself.

Format of the Course

A combination of:

- Facilitated Discussions
- Slide Presentations
- Exercises and Case Studies

At the end of this course, attendees will be able to:

- Explain the basic Change Strategies that underpin the planning for change in an organisation
- Construct a Change Plan suitable to their part of the business.

Course Customization Options

- To request a customized training for this course, please contact us to arrange.

There are no specific requirements needed to attend this course.

This course is part of the Data Scientist skill set (Domain: Advisory & Leadership).