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02380 464 153 or 07866 537 580 info@changewise.co.uk

ChangeWise Training & Development Workshops 2014

CW LogoSwan 2ChangeWise are pleased to announce their new training courses and  staff development workshops for 2014 which can be provided in-house with a minimum of 7 people attending or are available publically for mixed groups.

 

Training & Development Workshops 2014

 Public Training Courses

 1.       Lean Awareness (1 day)

Ever wondered what Lean was, why people use it or how it applies to the service sector?

This course will help you understand the history of Lean, how to apply the principles of Lean Production in a service environment and how to improve your internal processes. We will then use the principles of Lean Consumption to understand your external processes and the effort your customers have to exert to use your services.

2.       Team Based Process Improvement (2 days)

This course builds on ‘Lean Awareness’ to give practical experience of how to engage staff in improving the process of creating and delivering products or services. You will understand the customer journey in order to provide excellent customer service and high quality at affordable costs using team based process improvement in 5 steps: Define Measure, Analyse, Improve and Control.

3.       Achieving Excellent Customer Service (1 day)

How do you achieve excellent service for your customers and stop them having to complain so much?

This course covers the concept of customer demand split into ‘value’ and ‘failure demand’, you will understand the ‘Voice of the Customer’ and the principles of Lean Consumption to reduce the effort a customer has to exert to use your services and in turn improve your service levels and customer satisfaction scores. In addition, it covers improved complaints handling, ‘true’ root cause analysis and most importantly how to link-back to performance and process improvement activities to prevent it happening again. Ideal for customer service providers and public sector.

4.       Leading People Through Change (1 day)

Why is change so poorly handled, badly implemented and rarely creates behaviour change?

The course covers the drivers for change, how to change organisational culture, Kotter’s 8-step process, the impact of change on people, the emotional and rational responses they have to change, the factors that lie behind resistance to change and how to gain staff engagement, support and buy-in so that any transition can be successfully embedded so that it becomes the new ‘way we do things round here’.

 

 In-House Professional Development Workshops & Coaching

1.       Operational Review (5 days)

An intensive and comprehensive operational review of your business departments (front office, telephony, back-office, admin, professional services, shared service centres, support centres or manufacturing facilities) with feedback on opportunities for improvement of the process, service provision, structure, layout and operational management practices.

2.       Achieving Operational Excellence (3 days plus ten 1-day coaching sessions)

A combination of short, modular training sessions and ongoing coaching for front-line managers and team leaders to understand the essentials of running an effective operation. It covers visual management using Quality, Cost and Delivery measures, team huddles, capacity and resource planning as well as performance management and continuous improvement.

3.       Rapid Improvement Event (Kaizen) (2-days pre-event, 3-5 day event plus ten 1-day coaching sessions)

Short, sharp and action focussed interventions to engage staff in improving specific problem areas of the organisation from quality defects, to poor processes, to reducing major complaints all backed up with an ongoing coaching programme that leads to team-based continuous improvement using visual management and a simple problem solving cycle that ensures ongoing sustainable enhancements.

4.       End-to end Process Review Workshops (12 weeks of comprehensive process and service review)

A bespoke and comprehensive review of the end-to-end processes across wider sections of an organisation in order to design, pilot and implement an improved future state focussed on providing the best customer value.

 

Who Should Attend?

People: Directors, Managers and Team Leaders responsible for managing and facilitating:

  • Complex organisational transformation,
  • Operating model or team restructuring,
  • Lean/Six Sigma process reviews,
  • Implementation of new IT systems or regulatory practices
  • Ongoing continuous improvement initiatives

Sectors: Financial Services, Public Sector, Higher Education, Outsourcing, Manufacturing:

  • Front-office: Customer Service & Contact Centres, Retail Outlets, Bank Branches
  • Back-Office: Shared Service Centres, Administration Processing, fulfilment

 

Where, when and how much?

 Please call Mike Williams on 02380 464 153 or 07866 537 580 to find out dates, prices and availability in your area.

NOTE: These public courses can be run in-house for groups of 7 or more with scenarios tailored to your sector.

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