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(6) HOW TO DEVELOP ORGANIZATIONALSERVICE CAPABILITY: A Special Workshop for Government Departments & AgenciesKUALA LUMPUR l 17-18 September 2007Intense
global competition is driving organizations towards more value-added
activities, market differentiation and more personalised service.
Regardless of whether we are operating in manufacturing, commerce,
services or government sectors, all of us deal with some form of
customers. The general public and the community are now more
discerning and they want the latest and the best product/service with
the touch of the heart from all government agencies. The
primary objective of this program is to equip participants with the
necessary tools to design and implement citizen centric systems and
processes to enhance service capability of ministries and government
agencies. WHAT
YOU WILL LEARN a.
How the Service Excellence fits into overall Business
Excellence Models b.
How to interpret the requirements of the Service Excellence
Framework c.
How to do a self-assessment to determine the agencies’
gaps in the six dimensions
of the framework d.
How to design and implement system and processes to the meet
requirements of the framework (six dimensions) that will enhance the
overall public perception of the ministries and agencies The
Workshop will be highly interactive with presentation, case
studies, group exercises and best practices sharing. Several
case studies from Singapore government agencies and government-linked
companies will be shared and discussed. WH O MUST ATTEND Divisional
Managers, Departmental Managers and Service Quality Leaders. WORKSHOP
OUTLINE ü Introduction
to Organizational Excellence ü World’s
Business Excellence Models – MBNQA, EFQM, SQA, AQA etc ü Service
Excellence o
Components
of Service Scorecard o Service Excellence Requirements ü Self-Assessment o
Principles
of Self-Assessment o
Objectives
of Self-Assessment o Scoring of the instrument ü Steps
for Conducting Self-Assessment o
Communication o
Planning o
Conducting o
Verifying o
Providing
Feedback ü Principles
of Interviewing staff to validate practices ü Developing
Solutions for the six Dimensions o
Service
Leadership o
Planning o
Information o
People o
Customers o
Results Success
stories from government agencies will be used as a basis to address the
requirements of the various systems and processes that will enhance
citizen’s touch point experience with the respective agencies. YOUR
EXPERT COURSE LEADER Eddy Edwards brings
with him more than 30 years of experience in Human Resource
and Operations Management. He has
undertaken both leadership
and consulting roles in the fields of
Security Management and Human
Resource Management and Development, Corporate Performance Management
(Balanced Scorecard) and Organizational Development, Total Quality
Management, Business Excellence Models (SQA and Malcolm Baldridge) and
People Excellence Models (People Developer and Investors In People) Eddy has been a Director of Human Resources with well-known
establishments in the hospitality industry where he was overall in charge
of a multitude of HR functions and HR initiatives including developing
Competency Models, Productivity Models, Performance Management, Redesign
Processes and Training Framework. He currently heads a Human Resource Consulting business that provides
people solutions to clients in the area of Performance Management,
Business Excellence, People Excellence and Training Management. His
clients include a cross-section of all sectors, Government Agencies, GLCs,
MNCs and SMEs in Singapore, Malaysia, India and Middle East Eddy is an associate trainer with the Civil Service College, Spring Singapore, Singapore Productivity Association and Enterprise Promotion Centers. He has been conferred Associate of the Year Award by Spring Singapore for the years 2001 and 2002 for trainer excellence. In addition, Eddy has also recently been awarded the Lifelong Learner Award 2004 by the Workforce Development Agency and MediaCorp presented by the Prime Minister of Singapore. Eddy, a Certified Professional Trainer of IPMA (UK), holds
a Diploma in Management Studies and Graduate Diploma in Personnel
Management (both from the Singapore Institute of Management), as
well as a Master of Science in Human Resource Management from the University
of Ireland. He has also completed a summer program on Hospitality
Management with Cornell – NUS. He is a member of the Singapore
Human Resource Institute, Singapore Productivity Association and Singapore
Manufacturers Association. He is also a Certified Trainer for John C
Maxwell’s “Developing The Leader Within You” COURSE FEESRM1,495 per person
TEAM DISCOUNT (For organisations sending 3 or more participants) RM1,295 per person
REGISTRATION DEADLINE 1 week before each scheduled date |
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