Overview

Excellence in service is driven by capabilities to strategize, build and manage the services in an organization. Often, a defined framework makes it easy to approach the goals of excellence through improvement in service level agreement, better capacity and availability management, smoother service transition and enhancing the service system. The growing competition and its pace of growth are demanding service organizations to not just provide quality service, but push forward to reach higher levels of service excellence.
This webinar will help participants to better understand the nuances of this, much coveted concept of Service Excellence

Benefits

The webinar will help the participants to:

• Leverage the best of Global Practices in the Service Excellence space
• Improve service through a systematic and structured approach
• Get insights into:
• Service Management Strategies
• Process for ensuring Continuous Service
• Managing Service availability and Capacity Planning
• Service Design and Transition Dynamics
• Critical factors of service delivery impacting business and customers

Webinar Outline

The webinar would cover the following main areas:

• What it takes to achieve Service Excellence
• Leveraging the best of Global Practices in the Service Excellence space
• Improving services through a systematic and structured approach
• Understanding the Service Excellence framework of Carnegie Mellon University – Capability Maturity Model Integrated for Services (CMMI® – SVC)

Audience

This webinar would be useful for:

• Senior Managers of Quality, Business Excellence teams
• Experts on Quality and Process Improvements
• All Senior team members involved in enhancing Customer Service levels

Pre-requisites:

• N.A.

Suggested Pre-Readings:

• N.A.

About the Presenter:

Rajesh Naik is an IIT Chennai and IIM Ahmedabad alumnus and has over 31 years of experience in providing consulting and assessment services in areas of project execution, service excellence and human capital management to global organizations like Accenture, American Express, Capita, Daimler Chrysler, Ericsson, Kantar, Oracle, Robert Bosch, Siemens, Sony and more.
Over the years, Rajesh has co-authored several books on Performance Management, the latest one being, "Aligning Ferret: How an Organization Meets Extraordinary Challenges".
He has regularly been invited as a speaker at various conferences and industry forums.