Creating Attractive Services: A Strategic Approach
27 – 28 February 2008: Bangalore
Increasing globalization and competition have brought the Service sector to the foreground as a main growth engine in modern economies. In order to gain and maintain competitive edge in the marketplace, service organizations, be it Media, Healthcare, Education, Hospitality, Financial Services, Travel & Tourism or Logistic Solutions providers are continually focusing on innovative and creative ways to acquire, satisfy and retain customers. The challenge for today’s service organizations is to align business objectives with the development of new and value added services. The crux of the issue lies in identifying new service strategies that foster innovation. While service organizations are developing and delivering new services addressing the customer and market requirements, there is a need for looking at how scientific and systematic are the processes behind these, in order to enhance the competitiveness of the organizations. To address this issue, the CII Institute of Quality is organizing a two day Workshop on “Creating Attractive Services: A Strategic Approach” on 27-28 February 2008 at Bangalore.
The workshop aims to bring forward the integration of all aspects of the Service Development process, addressing the relationship between innovation, market dynamics and customer satisfaction. This programme covers market entry and positioning strategies and planning processes including relevant techniques like QFD, FMEA etc. The course revolves around the Theory of Attractive Quality, developed by Dr. Noriaki Kano, the world-renowned pioneer in product and service innovation. By applying this approach, the must-haves, exciters, and true differentiators become readily apparent and service development efforts can then focus on the attributes that customers will not only be attracted to but are also likely to pay a premium for.
The Workshop Objectives:
The Workshop will enable participants towards:
1. Designing and developing new services, in line with the needs and expectations of the customers,
2. Identifying the improvements aimed at enhancing existing services to address the changing needs and expectations of the customers,
3. Introducing a structured approach to support the development of new services, using scientific tools & techniques relevant to a service scenario, and
4. Using creativity and innovation to create an attractive service.
The workshop shall be conducted using lectures, group-work and case studies.
This programme is targeted for senior and middle level management from different disciplines such as Business Planning, Marketing, and Services Delivery etc.
I am writing to invite you to take advantage of this programme and nominate colleagues from your organisation
We look forward to your response.
Yours sincerely,
S K Kakkar
Principal Counsellor & Head
CII Institute of Quality
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Registration details.
· Delegate Fee is Rs.8000/- per participant.
For SSI Members the delegate fee is Rs. 6000/- per participant.
· Organisations nominating 3 or more participants for the programme would be entitled to a 10% discount on total delegate fees payable. All discounts are valid only if the delegate fee is received before the commencement of the programme.
· Pre-registration and pre-payment is essential for participation. Cheque /DD towards delegate fee should be drawn in favour of “CII Institute of Quality”, payable at Bangalore. Delegate fee is non refundable change in nomination is acceptable.
Enclosed is the reply form.
_______________________________
Aman Barla
Confederation of Indian Industry
CII Institute of Quality
Bharat Nagara 2nd Stage, Magadi Main Road
Vishwaneedam Post, Bangalore – 560 091
Tel:- 91-80- 2328 6085 / 7690 / 9391
Fax:-91-80- 2328 9388 / 2358 0314
Email:- [email protected]
Website:- www.cii-iq.in / www.cii.in
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R E P L Y – F O R M
Delegate Fee is Rs. 8000/- per participant. For SSI Members the delegate fee is Rs. 6000/- per participant.
Organisations nominating 3 or more nominations to the programme would be entitled to a 10% discount on total delegate fees payable. All discounts are valid only if the delegate fee is received before the commencement of the programme.
Pre-registration and pre-payment is essential for participation. Cheque/DD towards delegate fee should be drawn in favour of CII Institute of Quality, payable at Bangalore. Delegate fee is non refundable change in nomination is acceptable.
Aman Barla Tel: 91-80- 2328 6085/ 7690/ 9391
Confederation of Indian Industry Fax: 91-80- 2328 9388/ 2358 0314
CII Institute of Quality Cell: 99019 96945
Bharat Nagara 2nd Stage, Magadi Main Road
Vishwaneedan Post
Bangalore – 560 091
Creating Attractive Services: A strategic Approach
27-28 February 2008: Bangalore
Our organization will be represented by:
Name Designation
1. _________________________________________________________________________
2.__________________________________________________________________________
3.__________________________________________________________________________
4.__________________________________________________________________________
The delegate fee Rs……………………….. drawn in favour of CII Institute of Quality, payable at Bangalore is attached.
Nominating Authority: ________________________________________________________
Designation: ________________________________________________________________
Company: _________________________________________________________________
Address: ___________________________________________________________________
___________________________________________________________________________
Tel: _______________________________Fax :____________________________________
Email: _____________________________________________________________________