CII Institute of Quality
Workshop on “Driving Excellence in Service Organisations – The Quality Way”

“Service Quality” has already become the ‘Mission and Philosophy’ statement for most organizations in the services sector. Such organizations are continually focusing on innovative and creative ways to get and retain satisfied customers. This entails that they regularly empower their staff through focused training to cater to the growing requirements of “King” customer.

In today’s competitive environment, to ensure a sustainable growth a service organization requires to address the short- and longer term factors that affect the organization’s success in the market place. Pursuit of sustainable growth and market leadership requires a strong future orientation and a willingness to make long-term commitments to key stakeholders.

There lies the challenge for a service organization i.e. to align an effective management system and the achievement of business objectives. This is only possible by a synergistic combination of strategic planning and leadership blended with quality management philosophy. To address this issue Confederation of Indian Industry (CII) is offers a two day Workshop on “Driving Excellence in Service Organizations: A Quality Way” with a distinct focus to the specific needs of a service organization. The Workshop will be held on 2 – 3 June 2008 at New Delhi.

OBJECTIVES & LEARNING OUTCOMES

The Workshop will enable participants towards:
– Identifying the need for improvement of key results

– Identifying, planning and implementing improvements through creativity, innovation and learning activities

– Development and deployment of policy and strategy to foster breakthrough & incremental improvement

– Identifying and designing the framework of key processes needed to deliver the policy and strategy

– Understanding the internal and external driver of change in the organization

CONTENTS
The programme covers

· Need for a strategic quality management
· The fundamental concepts of excellence
· Identifying improvement opportunity
· Quality in a Service organization
· Innovation & creativity
· Managing breakthrough improvement
· The strategic context – market analysis and gathering information
· Formulating the long term policy and strategy
· Deployment of strategies through a framework of key processes
· Business Process Management

The workshop shall be conducted using lectures, group-work and case-studies.

WHO SHOULD ATTEND?
This workshop is designed for Senior Management, Business leaders, CEOs, SBU Heads and Members of Top Management team from service organizations e.g. Banks, Insurance Companies, Financial Services companies, Travel Agencies, Airlines, Couriers, Paging & Cellular services, Hospitals, Car Dealers, Transport Operators, Real Estate Developers, Hotels, Logistic Solutions providers, Media etc.

Organisations are requested to nominate three or more participants from the core groups responsible for Strategic Planning/ Promoting Business Excellence etc.

ACHIEVEMENT
On completion of this course, participants will receive a certificate of attendance.

FACULTY
The Workshop is conducted by Sanjib K Dutta, Principal Counsellor from the CII Institute of Quality.

For Registration details & delegate fee please see the attached Reply form.

I am writing to request you to take advantage of this unique programme and nominate colleagues from your organisation. Since the seats are limited and the nominations will be accepted on “first come first served” basis, please send the attached Reply Form at the earliest.

You may also visit our website : www.cii -iq.in for the Annual Training Calendar of the CII Institute of Quality.

Please do get in touch with us if you require any further information or clarifications regarding the programme.

We look forward to your early response .

With kind regards,

S K Kakkar
Principal Counsellor & Head
CII Institute of Quality

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AMITABH VYAS
Executive Officer
Confederation of Indian Industry
Plot No. 249-F, Sector 18
Udyog Vihar, Phase IV
Gurgaon – 122 015, Haryana
Tel : 0124 – 4014051 / 4309947 (D) / 4014060-67
Fax : 0124 – 4014051
Mobile : 9873016260
Web: www.cii-iq.in

Registration details

DELEGATE FEE :

Delegate fee would be Rs 8000/- per delegate.

Companies nominating 3 or more participants will be eligible for a discount of 10% on the delegate fee

Exact venue will be intimated on receiving nomination.

For confirmation of nominations, please forward your nominations along with the cheque/DD towards delegate fee drawn in favour of CII Institute of Quality payable at Bangalore.

Delegate fee is non-refundable. Changes in nominations are acceptable.

This is a non- residential programme. Therefore delegates are requested to make their own arrangements for their accommodation.

For registration and more details please contact Mr Amitabh Vyas
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Mr Amitabh Vyas
Executive Officer
CII Institute of Quality
Tel : 0124 4014051 / 4309447 – D / 4014060 – 67
Plot 249 – F, Udyog Vihar Phase IV
Fax : 0124 4014051
Sector 18, Gurgaon 122 1015
Email: [email protected]

Workshop on Driving Excellence in Service Organisations – The Quality Way
2- 3 June 2008 : New Delhi

Our organization will be represented by :
Name Designation
1. ______________________________________________________________________
2. ______________________________________________________________________
3. ______________________________________________________________________
4. ______________________________________________________________________

“At par Cheque”/Demand Draft drawn in favour of “CII Institute of Quality” payable at Bangalore for Rs._________________ towards the delegate fee is enclosed.

Nominated by: _______________________Designation: _____________________________
Company: __________________________________________________________________
Address:___________________________________________________________________
_____________________________________________________________________
Tel: ________________________ Fax: _______________ Email: _____________________
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Dear Member,

To facilitate interactions with Business delegations from , Asia-Pacific & ASEAN Countries, we would like to invite you to meet such delegations visiting India from time to time or join CII organised Business Missions to these countries.

If you have interest or would like to participate in such interactions /activities relating to these countries, may I please request you to kindly send us the information in the attached reply form.

Thank you.

Regards

Rajamany
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Reply Form

Ms. A V Rajamany
Confederation of Indian Industry
International Division
23, Institutional Area, Lodi Road
New Delhi – 110 003
Tel: 00-91-11-24629994 – 7
Fax: 00-91-11-24601298
Email: [email protected]

Business interest with Asia-Pacific & ASEAN Countries

Name : ……………………………..…………………………..

Designation : ……………………….………………………..

Organization : ……………………………………….…………

Address : …………………………………………………….

City : ……….…………………………………………………….

Tel :

Fax :

Mobile :

Email :

Website :

Areas of interest (Please indicate sectors) :
Countries of your interest Countries where you have
(please tick) presence / office (please tick)

1. Australia ….…… ….……

2. New Zealand ………. ……….

3. Fiji ………. ……….

4. Papua New Guinea ………. ……….

5. Brunei ………. ……….

6. Cambodia ………. ……….

7. Indonesia ………. ……….

8. Laos ………. ……….

9. Malaysia ………. ……….

10. Myanmar ………. ……….

11. Philippines ………. ……….

12. Singapore ………. ……….

13. Thailand ………. ……….

14. Vietnam ………. ……….

— 0 —

CII MSME Mission to USA & Mexico
9-18 June 2008
===============
Confederation of Indian Industry is mounting a Small & Medium Enterprises (SMEs) Mission to the United States of America (USA) & Mexico during 9-18 June 2008.

The Mission consisting Industry, Institute and Government representatives would focus on Exports, Imports, Technology Transfers, JVs, Best practices, Quality, Training etc. A copy of the programme outline is attached for your kind reference.

The cost of the Mission will be

US Coverage –1 lac 75 thousand only
US and Mexico — 2 lac 25 thousand only

The agenda sheet is available at GSIA Office for information.

CII invites you to join the Mission. Please let us know your confirmation by returning the reply form, attached with this email. On hearing your confirmation, our office shall get in touch with you with further details.

looking forward to your reply.

Kind Regards
Sarita Nagpal (Dr)
Deputy Director General
Confederation of Indian Industry
Plot No. 249 F, Sector 18
Udyog Vihar, Phase IV
Gurgaon – 122 015
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fresh REPLY FORM – I

POOJA JHA  
Confederation of Indian Industry
Small and Medium enterprises Division
Plot No. 249-F, Sector 18
Udyog Vihar, Phase IV
Gurgaon – 122 015, Haryana
Tel : 0124 – 4014074 (D) 4014060-66 ext. 243
Fax : 0124 – 4014069
Mobile 09350800950
[email protected]

SME Mission to USA & MEXICO
9-18 June 2008
TRAVEL DETAIL FORM

TYPE IN BLOCK LETTERS PLEASE
Name (As Per Passport)

Company Name
Designation
PASSPORT DETAILS
PP No
Date of Issue
Date of Expiry
Place of Issue
Date of Birth

ACCOMODATION
Room Type
Single

Food Choice
Vegetarian

Double
Non-Vegetarian

CREDIT CARD DETAILS
Credit Card No:

Brand (MASTER/VISA/AMEX):
Valid from :

Valid till :
Any other information:

Please Note:
1.Members shall be informed of the itinerary as well as the details of the Travel Agent, to facilitate their travel arrangements. It is advisable that the members travel as a group.
2.Members to bear their own Travel, local transport, Boarding & Lodging expenses as well as any charges such as Registartion fee etc, where the group participates at any event. In the case of group travel in a coach / mini bus arranged by CII during the Mission programme, the expenditure shall be borne equally by all the members of the Group.
3.CII shall facilitate the Hotel reservations as well as Local transport, at all destinations to be visited, based on your credit card details.

Place :
Date : Signature
——————————————————————————
REPLY FORM – II

POOJA JHA   
Confederation of Indian Industry
Small and Medium enterprises Division
Plot No. 249-F, Sector 18
Udyog Vihar, Phase IV
Gurgaon – 122 015, Haryana
Tel : 0124 – 4014074 (D) 4014060-66 ext. 243
Fax : 0124 – 4014069
Mobile 09350800950 
[email protected]

SME Mission to USA & MEXICO
9-18 June 2008
INFORMATION FOR MISSION BROCHURES & MEETINGS
(TYPE IN BLOCK LETTERS PLEASE)

Name of the Mission Member
Designation
Name of the Organisation
Address:
Telephone
Fax
Email
Website
Business Line
Please specify the major products/services , in form of 3-4 bulleted points)
Number of Employees
______________ person
Year of Establishment

Annual Turnover (US$)
______________ thousand

Personal Profile of the Mission member
(Briefly mention in not more than 50 words your educational & professional background as well as any other point you may like to highlight )

Areas of interest in USA
(Specify in a bulleted form(4-5) the kind of projects/ Organizations & the nature of tie-ups vis-à-vis import, export, jv, collaboration, you look forward to during your visit as well as your suggested future course of action)

Areas of Interest in Mexico
Specify in a bulleted form(4-5) the kind of projects/ rganizations & the nature of tie-ups vis-à-vis import, export, jv, collaboration, you look forward to during your visit as well as your suggested future course of action)

Enclosures Checklist
Reply form –I
Reply form – II
Photographs – 2 copies
Photocopy of your internationally valid credit card
Cheque/Demand Draft *towards CII Administrative Expenses, drawn in favour of Confederation of Indian Industry, payable at New Delhi
*Amount payable
– Rs 25,000

(Note: Please use a separate sheet for related information you wish to include)

Place: Signature
Date:

* To defray the administrative expenditure involved in organizing the Mission, CII is charging the Administrative Expenses from the members

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Dear Entrepreneurs,

Service Tax : Recent Changes & Key Challenges
17 May 2008: 0900 hrs – 1730 hrs; Hotel Mandovi

The CII Goa State Office is organizing a one-day programme on Service Tax: Recent Changes & Key Challenges on 17 May 2008: 0930 hrs – 1700hrs at Hotel Mandovi, Panaji. (Registration commences 0900hrs.)

Background & Objective: The explosion in service tax collections during the past few years has made it the fastest growing tax for the Government and there are few services used in trade and commerce, which are not now covered by the service tax legislation. Despite the all encompassing nature of the tax, there has not been adequate clarity on the legal provisions or their implications. Further, being of relatively recent origin and on account of being covered by an amalgalm of nine separate pieces of legislation, there have been several issues faced by the industry in the areas of Classification, Valuation, Taxability, Export, Reverse Charge, Cenvat Credit etc. The Recent Union Budget has also notified several new services and changes to the scope of some of the existing services. All of these present significant challenges to the trade and industry. A necessity was therefore felt to have a full day programme covering some of the recent changes and the key challenges in the arena of service tax.

Coverage:
> Service Tax Background and Overview,
> Key provisions and mechanism
> Service tax categories –Relevance & recent changes
> Valuation of Services and necessity
> Export of services and industry issues
> Reverse charge mechanism and how it operates
> Credit Mechanism and recent changes
> Q & A

Who should attend/participant’s profile: The Programme will be found relevant and useful for all those working in the areas of Finance, Accounts, Taxation, and executives in other functional areas who have service tax issues.
Faculty: The Programme has been structured and will be delivered by Mr M. S. Mani, ACS, FICWA who advises several companies on their indirect tax matters. Mani is a Senior Management professional working with a leading multinational at Mumbai. He is a Company Secretary as well as a Cost Accountant. He has around 18 years of post qualification experience with various Indian and multinational companies. His area of expertise includes: Indirect Taxation covering Excise, Customs, Service Tax and VAT / CST, Finance & Accounts, Commercial issues including CFA, Receivables, Depot Issues, etc., Supply chain and other manufacturing issues, Litigation and related matters in the area of indirect taxes. Mani is also involved in the activities of CII and the Bombay Chamber of Commerce & Industry and is a regular speaker at various forums.

Registration: Seats being limited, Registration would be purely on first come-first served basis. Registration Form is placed as an attachment.

Delegate fee (per delegate): CII Members: Small Scale Industries Rs. 2500/-, Medium & Large Scale Industries – Rs. 3000/-. Non Members Rs. 3500/-.

I am writing to request Members to kindly block your diary and make it possible to attend this workshop & nominate concerned colleagues from your organisation to take the advantage of this unique opportunity.

Looking forward to receiving your nominations at the earliest.

Warm regards,
N Venugopal
————————————————————-
Cmde N Venugopal VSM IN (Retd.)
Advisor – Goa State Office
Confederation of Indian Industry
502, Unitech City Center,
M. G. Road, Panaji, Goa 403 001
Tel: 0832 – 2422790 / 2422796 / 9822123077
e-mail: [email protected] / [email protected]
————————————————————-
REPLY FORM

Workshop on “Service Tax : Recent Changes & Key Challenges”
17 May 2008: 0900 hrs – 1730 hrs; Hotel Mandovi
Delegate Fee:
CII Members
Small Scale Companies : Rs. 2,500/-
Medium & Large Scale Companies : Rs. 3,000/-

Non Members
Rs. 3,500/-

Nominations:
Name Designation
1.
2.
3.
4.

Please find enclosed our cheque / DD No. ________________ _________________ Bank for Rs _______________ in favour of ‘Confederation of Indian Industry’ payable at Panaji.

Details of Coordinator/contact person :

Name / Designation : _____________________________________________________
Organisation : _____________________________________________________
Address : _____________________________________________________ _____________________________________________________
Tel No : _____________________
Fax No : _______________________
Email : ________________________________
Cell : _________________

Please note
: Prior Registration is a must.
: Participation fee is non–refundable. However change in nomination is acceptable.
: Seats are limited. ’first-come-first- served’ basis.

Goa Management association – are glad to announce a Management Development Programme in alliance with Dale Carnegie Training India, to be held on 4 July 2008 – Friday – at Senado Hall, Hotel Mandovi, Panaji. The general outline of the programme is covered in the soft copy of the Mailer, reproduced below which includes programme content, summary bio-data of faculty, target participants and registration details.

This is a programme ‘with a difference’ as it embodies a cycle of self development wherein the focus is on :
– Attitude Building
– Providing key inputs to enhance knowledge
– And converting knowledge into skills

We look forward to you for your enthusiastic participation for the success of this programme. The number of participants is limited to 25 for effective interaction. Registration will be on “First Come First Serve Basis”. We are expected to confirm registration details latest by 15 June 08 to Dale Carnegie Training India to enable them proceed with preparatory work with sufficient time period.

As you are already aware, GMA conducted varied Management Development Programmes, during the past 4 years which were successful, owing to support and cooperation from corporates and SMEs. We rely on you to make this programme a grand success and help us spread the name of GMA beyond the boundaries of the State of Goa.

Yours sincerely,

Pravas K Naik
Chairman, Goa Management Association

Dear Entrepreneurs,

Amelia Publications, India’s most reliable Corporate Database Service Providers, have just released a series of comprehensive and industry-specific ‘Business Directories’. All our Directories contain complete contact information – including names of CEOs/MDs, postal, email & website addresses, telephone & fax numbers, etc. A brief description and price list of our Directories is as follows:

1. India Hospitality Directory 2008-09
‘The Who’s Who of Top 4000 Travel, Tourism & Hospitality Industries – Price: Rs. 2800

2. India-BIMSTEC Business & Development Directory 2007-08
‘The Who’s Who of Top 5000 Organizations of BIMSTEC & SAARC Countries’ – Price: Rs.3400
[India, Bangladesh, Bhutan, Myanmar, Nepal, Sri Lanka, Thailand, Pakistan & Maldives]

3. Directory of Textile, Retail, Pharma, Cement, Construction & Real Estate Industries 2007-08
‘The Who’s Who of India’s Top 4000 Sunrise Industries’ – Price: Rs.2900

4. India Business Directory 2006-07
‘The Who’s Who of Top 8000 Corporate Enterprises in India’ – Price: Rs.3600

5. India MNC Directory 2006-07
‘The Who’s Who of Top 4000 MNCs Operating in India’ – Price: Rs.2700

To order, just send us a return email specifying the Directory, along with your complete office address. We will immediately courier the Directory & invoice to you. On delivery, please send a Cheque or Demand Draft in favour of ‘Amelia Publications’ to our Delhi office. To know more about our Directories and any other inquiries, send an email.

L. Francis
Director – Sales & Marketing

Amelia Publications
99-C, 2nd Floor
Pocket E, Dilshad Garden
New Delhi – 110 095
Tel: 011-65257954
Mobile: 9810893538, 9891227341
E-mail: [email protected]

CII-ITC Centre of Excellence for Sustainable Development is Organising
Convention on Large Infrastructure Projects
Sustainable Development & the Law: Emerging Issues & Concerns
Friday – Saturday, 25-26 July 2008 : Hotel Hyatt Regency, New Delhi

For detils about the programme kindly contact GSIA office.
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DET NORSKE VERITAS AS

Announces a Workshop On Corporate Social Responsibility (CSR)
How To Scope, Implement & Report CSR?

——————————————————————————–

World Business Council for Sustainable Development (WBCSD) defines CSR as “Business’s commitment to contribute to sustainable economic development, working with employees, their families, the local community, and society at large to improve their quality of life.”

DNV is a member of WBCSD and our Vision is to create a “Global Impact for a safe and Sustainable Future.” We believe that our core competence in Management Systems and our role as an Independent Foundation gives us the credibility to spread awareness among the business community as to how the concept of CSR could be deployed in practice so that it contributes to sustainable development.

As a first step in this direction, we are conducting a workshop on CSR – How to Scope, Implement and Report it to demonstrate Sustainable Development? The workshop will be interactive with examples, buzz groups, exercises and Q& A Sessions.

WHO SHOULD ATTEND:
Decision Makers on CSR Policy & Management personnel entrusted with CSR implementation in Organisations of any size and activity.

Duration: 1 day

Time: 9:30 am to 5:30 pm
Language: English
Course Fees: INR 4,500/- (inclusive of service tax). For group registration of two or more delegates the fees is INR 3,500/- per delegate.
Payment: Alongwith registration through a cheque in favour of Det Norske Veritas AS.
Dates: 31 May 2008,
Location: Bangalore

Book course:
To register for this course online, click on the link Registration.
For a downloadable copy of the registration form, click on the link Training Booking Form (doc). The filled up form can then be sent to us by fax/ mail.

For further details, please visit DNV Training website www.dnvindia.com/dnvtraining

Course Organisers:
DNV Bangalore Training Services
Mr. Viswanathan Padmanabhan
Det Norske Veritas AS, Prestige Corniche, Level 4, #62, Richmond Road, Above Globus Mall, Bangalore 560025. Tel: +91 80 25551364 / 67 / 68 / 32992767, Fax: +91 80 25551368.
Email: [email protected]

Course Organiser
Mr. Nandkumar Vadakepatth
Det Norske Veritas AS, Prestige Corniche, Level 4, #62, Richmond Road, Above Globus Mall, Bangalore 560025. Tel: +91 80 25551364 / 67 / 68 / 32992767, Fax: +91 80 25551368.
Email: [email protected]

Ms. Sumangala Krishnaraj
Det Norske Veritas AS, Prestige Corniche, Level 4, #62, Richmond Road, Above Globus Mall, Bangalore 560025. Tel: +91 80 25551364 / 67 / 68 / 32992767, Fax: +91 80 25551368.
Email: [email protected]

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Dear all,

DNV is conducting ISO 27001:2005 ISMS LA Training Program, IRCA Registered, in Bangalore from 26th May 2008 to 30th May 2008. Please let me know if you, your colleagues, or friends would like to participate in the same.

Please find below the registration form.

Please feel free to talk to Nagendra Venkobarao or Ms. Sumangala if you need more information.

Thanks and best regards,
For Det Norske Veritas AS
Nagendra Venkobarao
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REGISTRATION FORM

Dates: 26th to 30th May 2008
Time : 9:00 am – 5:30 pm
Venue: Will Be intimated ASAP

Registration Fee : INR 25000/- per participant.
Service tax: Service tax will be charged in addition to the course fees as per the prevailing rates. As of now the service rates are 12.36% or as appplicable

Name of the Company

Address
Post Code :
Contact Details
Tel:
Fax:
E-mail

Sr. No. Name of the participant Job Title
1.
2.
3.
4.
5.

Payment Details in favour of DET NORSKE VERITAS AS

DD/Cheque No: ______________ Date: _______________________

Drawn on ____________________ Bank INR : _________________

Please complete and send this form along with your payment to
DET NORSKE VERITAS AS
Address: Prestige Corniche, Level 4, #62, Richmond Road, Bangalore – 560025, Karnataka, India
Tel No.: 91-80-25551364/66/67/68
Fax No.: 91-80-25551364
Email: [email protected] or [email protected]

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