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Certificate in
Delivering Service Excellence
Building A Culture To Create World Class Service
17 - 20 September 2018*
Dusit Thani Hotel, Dubai, UAE
OFFER
32 Save up to $1000
FOR
by booking early!
www.informa-mea.com
Meet Your Expert Course Leader
Informa’s training programmes and solutions are delivered Alan Power has extensive experience
by renowned industry experts and thought leaders with
developing strategies for improving
extensive practical experience. Our courses are stimulating,
the customer experience. This
comprehensive and well structured, allowing delegates to
experience, mostly gained in the
enhance their professional development and capability.
finance sector, led the University of
We are a leading training provider in the Middle East, with a Leicester to invite him to join their
portfolio of subject matter across the following sectors: Quality Excellence faculty where he
• Audit, Risk & Governance wrote and delivered a module on
Customer Service Measurement for a
• Business Operations
Masters Degree programme; this course has its origins in that
• Engineering, Operations & Maintenance programme.
• Finance
• Healthcare Alan regards customer service as the key element of a quality
• Human Resources strategy – a strategy that seeks to deliver breakthrough
improvements for the customer – and he has worked as a
• IT
quality practitioner for nearly 25 years. He first became aware
• Leadership & Management of the Total Quality movement in 1986, while he was Personnel
• Marketing, Sales & Communications Director of Mortgage Express, a UK home loans company.
• Oil & Gas It was there that he launched his first quality management
• Procurement & Supply programme.
• Professional Development
As a result of the success of that programme Alan was invited
• Project Management to set up a new company, TSB Homeloans Ltd., the home
• Real Estate loans arm of TSB Bank, a UK retail bank now part of the Lloyds
• Strategy Management Banking Group. The company was established in Scotland
• Telecoms during 1989 and Alan was Managing Director until the merger
of TSB Bank plc with Lloyds Bank plc in 1997.
Course Requirements And Certificates During the period of Alan’s tenure as Managing Director, TSB
Delegates must meet two criteria to be eligible for an Homeloans won the following awards:
Informa Certificate of Completion for a course: • The Digital Quality Award (1993)
• The Quality Scotland Prize for Business Excellence (1994)
1. Satisfactory attendance – delegates must attend all sessions • The Quality Scotland Award for Business Excellence (1996)
of the course. Delegates who miss more than 2 hours of the
• In addition, Mortgage Express Ltd won the British Quality
course sessions will not be eligible to sit the course
Award in 1996
assessment
2. Successful completion of the course assessment
Prior to taking up his general management role Alan had
Delegates who do not meet these criteria will receive an some 20 years’ experience in senior roles in human resource
Informa Certificate of Attendance. If delegates have not development. As a result Alan is a highly effective presenter
attended all sessions, the Certificate will clearly state the and facilitator. Following the merger of TSB Bank Ltd
number of hours attended. with Lloyds Bank plc Alan was appointed Head of Quality
Management, responsible for establishing and deploying
Who Should Attend business excellence throughout the organisation.
This course is highly recommended for all executives, senior Alan Power’s courses have been accredited
managers and others in all sectors of the economy that to award CPD (Continued Professional
have a need to lead and embed a service excellence culture Development) credits by the CPD Standards
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in their organisation.
www.cpdstandards.com
1. Define Service Excellence and explain what constitutes • Exploring how the role of leadership differs from
service excellence management in sustaining and developing the message
2. Describe how to demonstrate personal commitment to
about Service Excellence
service excellence
3. Outline a strategy for implementing service excellence • The importance of clear statements of corporate vision,
4. Explain how to assess the service levels achieved and mission, values and competitive strategy to support Service
describe a range of approaches to be used to celebrate
Excellence
5. Outline a number of business transformation strategies
to deliver service excellence • How to create a culture of service excellence
6. Describe how to embed a culture of service excellence in • It’s not what you say, it’s the way that you say it – exploring
an organisation
non-verbal communication
7. Outline a strategy for defending a service excellence
strategy
Implement It Transform It
• The human side of the enterprise • Identifying how customers perceive their service experience
• Managing the development of service delivery employees • Exploring the gap between customer expectations and
- Developing employee competence customer perceptions of their experience
- Generating employee commitment • How to develop market intelligence
- Creating organisational culture • How to identify gaps in the service delivery system that
• Exploring the complexity of employee performance potentially thwart service delivery objectives
- The function of employee appraisal systems • How to use a range of tools to close gaps in the service
- The purpose of pay delivery system
• The importance of understanding human motivation and
how it impacts on Service Excellence Day Four
• How to design jobs that motivate employees to deliver
superior service Embed It
• How leadership style impacts sustainability of Service
Celebrate It Excellence
• Exploring a range of recognition systems to acknowledge • Exploring your personal message about Service Excellence –
superior service walking the talk
• How to establish a process for capturing and sharing positive • The importance of leaders becoming role models
customer feedback • Using the Balanced Scorecard to monitor results
• Identifying opportunities for winning recognition from peer
groups such as industry awards Defend It
• Identifying opportunities for winning international awards • The importance of team working in establishing peer group
for Service Excellence such as ISO9001 feedback to defend the Service Excellence
• How to address individuals not demonstrating support for
register-mea@informa.com
www.informa-mea.com
SAVE UP TO 40%
If you have 6 or more people interested in attending, and would like to customise this training
The in-house training division of Informa Middle East course to suit your team and business, contact our Training Consultants on +971 4 407 2624
or email cts@informa.com.
Course
Course Fee Before Course Fee Before
Final Fee
DISCOUNTS AVAILABLE
9 July 2018 13 August 2018 FOR 2 OR MORE PEOPLE
Certificate in CALL: +971 4 335 2483
Delivering Service Excellence US$ 3,995 US$ 4,495 US$ 4,995
17 - 20 September 2018* (BC7158)
E-MAIL: a.watts@informa.com
Course fees include documentation, luncheon and
Pricing excludes 5% VAT, which will be charged where applicable refreshments. Delegates who attend all sessions and
pass the course examination will receive an Informa
Certificate of Completion.
Book and pay full fee for two colleagues and the third attends for FREE.
*Not applicable in conjunction with corporate discounts.
All registrations are subject to our terms and conditions which are
*Payment to be settled before start of the course to avail the offer.
available at www.informa-mea.com/terms. Please read them as
*The 3 for 2 offer is valid on full price final fee registration only.
they include important information. By submitting your registration
you agree to be bound by the terms and conditions in full.
DELEGATE DETAILS
First Name: Surname:
Job Title:
Company:
Address:
Email:
PAYMENTS
A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must
be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event.
BC7158
AVOID VISA DELAYS – BOOK NOW EVENT VENUE:
Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Dusit Thani Hotel, Dubai, UAE
Visas for non-GCC nationals may take several weeks to process. Tel: +971 4 343 3333