ORGANIZATIONAL EXCELLENCE

Organizational Excellence is about having and setting Strategic focus and direction. The training programs and workshops offered are designed to help Management lead their teams to change or transform from good to great in a service environment. The concepts and theories covered are customized to enable Management Team members apply and drive change and performance in their organization.

BUILDING MISSION, VISION AND CORE VALUES

Organizations thrive and move from good to great because of strong foundation and clear strategic directions. Anchoring the Mission, communicating the vision and guided by Core Values are what defines an organization’s positioning. This strategic planning and thinking process requires a series of workshops that engage and involve Senior Management teams to come together to learn and understand the Contextual Intelligence of business, then to set the directions and goals of their organizations.

PROGRAM FOCUS :
•    What is Mission, Vision, Core Values?
•    Strategic Thinking and Strategic Planning
•    Voice of Customers
•    Voice of Employees
•    Leadership and Ownership
•    Values and Guiding Principles
•    Glossary and Consistency

DEVELOPING STRATEGIC SERVICE INTENT

How do organizations define a singular service strategy that is embraced and delivered by staff to win customer loyalty, and establish their leadership position? It starts with having a clear strategic service intent (SSI) to define their service focus  and direction. This  series of workshops will enable Senior Management Teams to develop their SSI and cascade throughout the organization, to deliver their service promise to Customers.

PROGRAM FOCUS :
•    What and Why Strategic Service Intent?
•    Strategic Thinking and Strategic Planning
•    Voice of Customers
•    Voice of Employees
•    Leadership and Ownership
•    Values and Guiding Principles
•    Glossary and Consistency

LEADING AND TRANSFORMING ORGANIZATIONS

Leading and Transforming Organizations is about Transactional and Transformational Leadership. Leaders drive change and performance through having both operational and strategic competencies while focusing on strategic direction of the organization. This 2-Day Workshop for Managers is all about enabling them to learn and apply leadership framework and concepts to transform the organization in service excellence.

PROGRAM FOCUS:
•    Knowing Transactional and Transformational Leadership
•    The Strategic Organizational Framework
•    Knowing Micro and Macro Operations
•    Driving Performance and Change in service

BENCHMARKING & BEST PRACTICES VISITS

Leading Organizations succeed because they not only set the pace but also know where to “pick” best practices. Many will do benchmarking in two forms, on generic and on selective benchmarking. This business learning event is designed for organizations that want their Managers to pick the best of the best from other leading organizations. From this cross-learning, Managers are able to put to practice to effect change in the organization.

PROGRAM FOCUS:
•    Company visits
•    Company sharing
•    Cross-industry sharing