Delivering Quality at Every Level (New)Service Excellence

Delivering Quality at Every Level

Introduction

In an age of increasing competitiveness, uncertainty and constant change, the challengers faced by organizations are daunting. In view of these challengers the old adage, “the survival of the fittest”, still holds today. Unless organizations are positioned to meet these shifting headwinds of change, in the modern day business landscape with relentless innovation, adaptation, vigorous differentiation and best practices, productivity at the workplace would be an inevitable casualty. Maintaining the status quo and more of all of the same is suicidal. Organizational effectiveness at every level is the way

Course OBECTIVE

Rendering quality at every level, aims to position org’ on best practices and is aimed to transform employees into change agents to improve efficiency and productivity.  Upon completion of this course, participants would be able to

• Understand the new reality
• Understand key concepts on operational efficiency
• Understand humanistic needs
• Manage people for commitment
• Manage performance effectively
• Handle day to day challengers
• Move organizations forward
• Achieve results through people

Target Audience

The course is designed for working professionals, managers, executives, supervisors, team leaders and staff members of the organization.

Course Outlines

Challenges In An Age Of Uncertainty

• Age of uncertainty
• Dealing with change – The new constant
• Challenge the status quo
• Why vigorous differentiation?

 Types Of Leadership

• Principled centred leadership
• The X and Y factor
• Old school leadership versus new school
• Why we need T – shaped models today?
• Understanding the new rules of the game 
• Lead and enable people

Key Concepts Of Organizational Efficiency

• Adaptive culture
• Organizational excellence and practices
• Values – The lifeblood of the organizations
• Revisiting time tested values
• Planning
• Understanding the organisation’s value system and culture

 Effective People Management

• What sets us apart?  - Hardware versus software
• Understanding human needs and self esteem
• Power of crediting
• Dealing with resistance
• Managing relationship
• Managing business within a business
• Drumbeat of communications

Management Performance

• Putting in place a management system
• Equitable reward system
• Compensation and rewards
• Operational efficiency – Productivity at work
• Service innovations

Team Synergy

• How to win with people
• Conformity and consensus

Methodology

• The training will be dynamic, highly interactive and activity driven. There would be paired and group discussions on concepts, reflections, case studies, video presentations, role play and team assignments. Learning will be fun.

Abraham Judah, is a training consultant with the Management Development & Consultancy arm of MDIS.

With his wealth of experience in the service industry and vast exposure with people of global profile, his expertise in training rendered would be equal to the best and 2nd to none in the local scene. With his domain expertise, in cross cutting competencies, his training rendered in change management and service excellence, would be beyond mere theories but what works.

With more than 20 years of industry, experience in the service sector, JP, as he is popularly known, played a pivotal role and was one of the key pioneer’s and architect of change management with Singapore Airlines. An aviation consultant, par excellence - Numero UNO. His practical experience and transformation of Singapore airlines service culture from its horror days and accomplishments as a star ICON, speaks volume, setting him apart from his peers and he is undoubtedly one of the catalyst to the Singapore Airlines story and where the airline is today.

His vast contribution, initiatives and ideas in change management with Singapore Airlines, distinctly differentiated himself from the cohorts of his era and his initiatives to date is clearly a testimony of the LEGACY he left behind.

Abraham’s, key roles on the corporate sector remained in change management and quality assurance. In 2008 in a career switch, upon leaving his legacy in Singapore Airlines, he took roles in the hospitality industry. In his new related role, he spearheaded, quality assurance, change management and brand culture.

In all his endeavours, JP left his un-mistakable footprint of his signature brand in excellence that distinctly differentiated him apart from the erstwhile competitors.