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Quality Management Skills (QMS)
(pdf download)
Target audience: Managers, Leaders and Supervisors
You will learn how to:
- Develop your fundamental management competencies
- Build participative approaches to management
- Improve how you communicate with peers
- Focus daily work to achieving organizational objectives
- Develop tools to generate measurable gains in quality, productivity
and customer satisfaction
- Manage individuals and groups
- Apply management skills to organizational integration
- Create a work environment that helps total quality thrive
A healthcare version is available.
Managing for Productivity (MFP)
(pdf download)
Target audience: Managers, Middle Managers, Leaders and Employees
You will learn how to:
- Plan and set attainable goals
- Use Performance Management as a key leadership tool
- Invite Participative Management in your group or team
- Motivate individuals to meet their individual goals
- Manage the group process
- Manage change in your organization
- Lead problem-solving teams to effectively produce results
- Communicate Effectively with supervisors, peers and subordinates
The New Leadership (TNL)
(pdf download)
Target audience: Executives, Managers, Middle Managers, Supervisors, Team Leaders
and Project Leaders
You will learn how to:
- Harness the power of change to achieve key organizational
objectives
- Achieve positive change by utilizing your organizational
culture's strengths and weaknesses
- Focus and align your organization towards successful implementation
of its critical goals and objectives
Influence without Authority (IWA)
(pdf download)
Target audience: Managers, Middle Managers, Professionals, Team Leaders and Project
Managers
You will learn how to:
- Overcome organizational and interpersonal barriers when implementing
change
- Apply influence skills to make change
- Gain support for organizational improvement from bosses and
peers
- Build win-win alliance with other departments
- Advance cross-functional improvements through collaborative
approaches
The Voice of the Customer (VOC)
(pdf download)
Target audience: Managers, Middle Managers, Supervisors and Employees
You will learn how to:
- Assess your current customers for their "delight"
level
- Identify obstacles to exceeding customer expectations
- Use a process that all employees can implement
- Gather and use actionable customer-focus data
- Build strong customer relationships using customer-focused
tools
The Voice of the Customer (VOC) - Creating the Loyalty Connection
(pdf download)
Target audience: Customer Service Employees, Front-line Managers, Middle Managers
and Supervisors
You will learn how to:
- Focus on the conditions that create total customer focus
- Develop a strategy for maintaining a loyal customer base
- Deal more effectively with customers
- Develop a loyal customer base by applying the principles
of a quality organization
- Measure the tangible and intangible costs of ignoring customer
feedback
- Use customers-focused data to improve the customer relationship
Performance Management Process (PMP)
(pdf download)
Target audience: Managers, Middle Managers and Employees
You will learn how to:
- Align your performance management system with your goals
and objectives
- Factor your customer's requirements into your organization's
strategic objectives
- Align your customer's requirements to your relevant work
processes
- Develop a plan to integrate the individual's department goals
into performance plans
- Communicate clearly and measure accountability for doing
right things right
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