Strategic Operations Planning & Management
Program description & objectives
The important role that an effective operation planning activity plays cannot be overemphasized given the contending and stiff competition for priority and resources in the roll-out of services or products. In the light of this, the program would focus on the critical inputs to, and the essential contributors to a planning session.
The program would critically appraise and analyze the important concepts of resource planning, capacity planning, and management, material requirement planning, etc. Considerations will also be given to factors to address when developing operations strategies and the issues of productivity and competitive advantage during the program delivery.
Introduction to Service Innovation, Design and Management
Program description & objectives
With the growing importance of the service industry compared to goods, it is only natural that organizations are constantly seeking and relying on service operations to provide better services, business repeatability, and for continued profitability. The program would aim to analyze how just a few of the organizations that make incremental improvements to their service offerings only succeed in generating new markets or reshape existing ones.
Fundamentals of Sales and Operations Planning (S&OP) – The fusion of departments into executional alignment
Program description & objectives
The development and evolution of S&OP started in a variety of companies, including those that make consumer goods and industrial products. Today it is being applied successfully in capital goods, chemicals, consumer goods, construction equipment, electronics, food and beverage, medical products and equipment, and pharmaceuticals – in fact nearly every manufacturing environment that we can think of. The program is designed to give insights into the following:
Fundamentals of Operations and Supply Chain Management
Program description & objectives
This course serves as an introduction to the management of many practical issues, specifically the production of goods and services in supply chains. It delineates and defines the pertinent operations and functions as an essential knowledge foundation and places them in context with various areas of logistics and supply chain management. This course will provide participants with the knowledge and foundations of operations and supply chain management functions. Participants will understand how to represent top management’s interests on the shop floor and will know how to translate such initiatives as strategic planning, sales, and operations planning, and new product introduction into achievable, operational plans.
Essential Communications Skills for the Customer Service Teams – How to Win & Keep Customers
Program description & objectives
This course is specially designed for Customer Service employees, but it is very relevant for all members of staff that interface one way or the other with the customers. Poor communication skills when it relates to customers can be very expensive for organizations in terms of damaged image and revenue. It is a known fact that customers who were well-handled will call again and bring you more business. Also that it costs approximately eight times as much to find a new customer, compared to keeping an existing one.
Effective Service & Product Quality Management
Program description & objectives
Participants in this program will be introduced to the principles and challenges of service and product quality functions with practical examples and current thinking on the subject. With ever-conscious and informed customers, who demand an ever-increasing service offering and product delivery, companies, are required to be in lock-step with the best in class. The program will thus give considerations to key factors to be addressed when developing operations strategies and the issues of productivity and competitive advantage. It will aim to promote and reflect on the many aspects of quality planning and service management
Developing World Class Customer Service – Significantly Differentiate Your Business, & Build Customer Loyalty
Program description & objectives
To succeed in today’s business clime, organizations need to put effective customer service in the forefront of their operations and organizational strategies. It is worthy to know that building a world-class brand never happens by accident. Differentiation is the key to success. Despite the fact that many organizations feel they know what to do to improve service, very few manage to achieve and sustain it as customers have become more discerning and are less tolerant of mediocre service. Thus, instead of exceeding customer satisfaction (as defined by the customer), firms are wont to treat customer service as defined internally.
Bridging the Gap between Strategy & Execution (A guide to successful strategic planning)
Program description & objectives
Strategic planning is a misunderstood and often misused term, lacking a well defined and widely agreed upon definition.
This program is designed and targeted at helping organizations understand, initiate corporate strategy, develop, and manage the strategic planning discipline. It is expected that businesses and parastatals will richly benefit from the results that can be achieved by successfully defining strategy and understanding its processes, and then linking it to all aspects of operational execution. The program is designed to help participants learn and appreciate the need for mature and robust processes in the implementation of a strategic plan.