Overview

• In the current era of competitive work environment, customer expectations are higher and so is the benchmark for superior performance. Service organizations are expected to add significant value to their customers and not just timely execution of services.
• Service organizations have to demonstrate exceptional service quality in addition to managing other business parameters such as employee motivation, profit margins, customer satisfaction.  All service organizations strive to understand typical ingredients or factors adopted in a matured service organization that can help meet growing customer needs.
• This webinar provides a perspective on elements of process management that are adopted in several matured service organizations. It throws light on current industry best practices and how service organizations can benefit by adopting them.

Benefits
The webinar will help the participants understand:

• Attributes of matured service organization
• Process management approach in matured service organizations
• Understand importance of using robust process, right tools and skilled resources
• Possible ways on dealing with process performance issues in the organization

Webinar Outline
The webinar would cover the following main areas:

• Characteristics of Services
• Attributes of Matured Service Organization
• Typical process performance issues
• Possible process management approach
• Benefits of adopting professional process approach
• Current industry trends

Audience
This webinar would be useful for:

• Management team responsible for service delivery
• Senior Managers and Members of Business Excellence Team
• Process Improvement Specialists
• Professionals involved in ensuring customer service levels

Pre-requisites:

• Nil

Suggested Pre-Readings:

• Nil