(All registrations must be received 3 weeks before commencement date)
Manage Performance Management Processes imbues learners with the fundamental knowledge and skills needed in a management role to achieve service excellence within the organisation.
This module trains participants to develop performance management tools and standards through the implementation of a performance management system aimed at improving the overall performance in service delivery.
On completion of this unit, you will have the knowledge and application skills to:
Develop performance management tools
Implement performance management process
Lead the development of your team's and the individual's performance improvement plan
ASSUMED KNOWLEDGE AND SKILLS
Before starting this module, we assume that the learners already:
Have skills and knowledge relating to the supervision of staff providing customer service in a customer service focused organisation
Have working knowledge of business systems and technology in a customer service oriented organisation
The organisation's current service mission objectives and key performance indicators
Objectives and key performance indicators for specific operational service areas within personal scope of authority and responsibility
Know how to access and implement the organisation's key policies and procedures; and
Know the organisation's current product and service range
METHODOLOGY
The training delivery approaches used in this module are varied and include the following:
Mini lectures - to succinctly explain the concepts and theories supporting the Manage Service Operations module
Interactive activities - Group participation and discussions on knowledge and procedural process
Group and individual exercises for practical activities including role-plays
Independent learning sessions to practice skills and evaluate own progress based on case-studies and games given
Mutual sharing and feedback on performance through all formal and informal learning activities and games designed
WHO WILL BENEFIT
This programme is specially designed for Managerial staff from various service industry sectors (but not limited to) such as:
Terms & Conditions:
SQ Centre reserves the right to cancel any of the above course schedules due to unforseen circumstances and will make every effort to inform
participants of any changes in advance. + 2-day,3-day and 5-day programmes total 16 hours, 24 hours and 40 hours respectively. * Subsidised prices quoted are NETT and for ONE training programme. Subsidised course fees available to Singaporeans and PRs only.
Foreigners(Non-Singaporeans / Non-PRs) pay full course fees. Read more...
