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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