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Overview

Job scorecards are useful documents which clearly define what an employee needs to accomplish in a role or job as a top or high performer. Unlike the typical job descriptions which basically describe job activities, the scorecards mainly focus on the job outcomes-the job purpose or mission, key accountability and specific competencies required for a high performance job.

This program will introduce the use of key performance measures as the basis to create powerful job scorecards to be used as tools in staff recruitment and selection, employee performance review, human resource development and other applications in the HR field.

Programme Objective

• Understand what the critical components of job scorecards are.
• Learn to understand the use of job analysis and planning; practice doing job analysis.
• Develop Key Performance Areas (KRAs) and Key Performance Indicators (KPIs) to design job scorecards.
• Using job scorecards to support the human resource management functions.
  
  

Who Should Attend?

This program is targeted at line and HR managers and executives who are involved in staff recruitment and selection, staff performance review, career development and training.

Duration

One Day

Overview

The practice of workplace safety has seen incredible advances in the last decade. Many of the advancements are technologically based, while others fall within the regulatory realm. Still others have been found in how best to train employees and motivate them to be as safe as possible.

Programme Objectives

This programme is designed for corporations who want to take safety performance to the next level – and build a foundation for far reaching organizational excellence. This programme will create a greater awareness of the importance of safety as an important and integral part of the business and why it is essential to move the focus of safety beyond mere compliance.

The programme will chart new directions in safety improvements by showing how leading companies are changing the future of safety by using safety as a foundation for excellence in reliability, productivity, quality and profitability. This programme is designed to show what leadership practices are most effective and how to develop these qualities amongst the employees. It will give a top-to-bottom integrated approach to safety and how to get employees buy-in for safety “from the ground up”.

This programme will explain the legal, regulatory and ethical obligations of both the corporations and the management. It will highlight how safety is a business proposition and how it has become part of the business agenda as there is a cost benefit to implement safety correctly and effectively throughout the organization. Participants will understand the importance of developing a good safety culture in the corporation and learn the concrete steps that should be taken to develop this culture.

Who Should Attend?

Members of the Board, Managing Directors and senior members of the management team, department heads, business development managers and Safety Managers and supervisors.

Duration

Two Days

Overview

The Customer Service programme (CSP) for customer service staff or front-liners serves to cultivate and reinforce the right mindset and develop skills in customer handling and communication.

The topics covered are:

• Importance of customer satisfaction
• Customer’s needs and expectations
• Effective communication and feedback skills
• Customer satisfaction process
• Telephone handling skills
• Managing complaints and difficult customers.
  
  

Programme Objective

The Customer Service Management programme (CSM) for supervisors and managers aims to help them manage and support their staff in achieving internal and external customer satisfaction. It also emphasises coaching and empowering front-liners in providing service excellence.

The topics include:

• Importance of customer satisfaction
• Customer’s needs and expectations
• Customer satisfaction process
• Taking appropriate action to address what is important to customers
• Application of service skills to increase customer loyalty
• Building commitment and teamwork to better meet customer expectations.

The programmes adopt a total systems approach to managing customers and go beyond simply focusing on customer contact behavior.

In addition, they include a problem-solving approach to achieving customer satisfaction and incorporate the need to develop strong internal partnerships.

Who Should Attend

CSP is suitable for customer service staff or front-liners. CSM is suitable for supervisors and managers.

Duration

Two Days

Overview

The business environment for the next few years, both globally and locally, will be facing unprecedented upheavals in the financial sectors with possibly severe repercussions in consumer demand. Markets could shrink and competition will be more severe. In this scenario, managers in industry need to be able to more vigilant, more ‘strategic’ and cost conscious.

One of the ‘key’ skills of a competent senior manager in these competitive times is the ability to visualize the future, identify and interpret the trends and forthcoming changes and make considered decisions, possibly in teams, to better face the challenges ahead. With this in mind, the primary aim of this programme is to help develop strategic thinking capability in managers/executives…in particular, Strategic Decision Making viz. knowledge and skills in business strategy and business process analysis, customer relationships, supply chain, cost efficiency initiatives and general business and financial savvy.

Using a powerful simulation of a multi-party negotiations of a ‘crisis’ situation as an exciting, interactive learning opportunity, participants learn, by both ‘right & left brain’ experience, the difficulties and intricacies of leading and managing a business enterprise in increasingly complex situations, in particular making strategic decisions, as individuals and in teams, to ensure the integrity and continued success of the company. This is complemented by ideas and experience sharing on competitive business strategy and decision making.

The total experience will nurture and strengthen strategic thinking & decision making skills in a competitive business in participants…. especially if they get really involved!

Programme Objectives

This Workshop enables participants to:

• Identify the market forces in various operating environments and how they can affect businesses including their own company.
• Acquire a working knowledge of the major functions and awareness of the driving force of a business enterprise in order to make better strategic decisions in a competitive environment.
• Apply multilevel thinking and analytical tools & techniques, especially systemic, strategic and scenario thinking in specially crafted practice dynamic case-role simulation.
• Plan, negotiate and resolve a strategic multiparty socio-economic ‘crisis’ situation and be able to defend their ideas, analysis and thinking (A multiparty negotiation).
• Learn how to lead and work in and across business teams making decisions for both short and long term and being aware of consequences of decisions.
• Share and commit to personal action to improve one/two aspects of own strategic decision making skill on a current issue of their own.

The design of the Programme specifically leads participants to broaden their business perspective and to enhance their decision skills in managing their business unit/job or assignments.

Programme Content

Major Sessions:

• Thinking strategically, scanning the environment to describe possible scenarios and developing business opportunities with limited resources
• Learning and applying analytical tools for strategic thinking & decision making in own work cases.
• Negotiating & making strategic decisions in a critical multi-party socio-economic situation with mock Press and pressure groups
• Developing a competitive business/commercial mindset with ideas for improvement
• Specially selected video-films on Strategic Decision Making: success & failure cases – discussion
• Discussion and Challenge sessions: Concepts, Models and Applications
  
  

Approach

The Workshop will provide ample opportunities for participants to learn by “doing” (a multiparty negotiation) and by being challenged in thinking (presentations, case response, Q & A) and by listening and sharing (lectures, discussions, videos, personal dialogue) and the practice of effective strategic decision-making and team leadership skills

Participants are expected to share and discuss ‘strategic’ current work issues within their business units and apply the techniques of strategic decision analysis with help from facilitator and other participants (as ‘process consultants’) and identify next steps…

Participants to be seated in clusters of 4 to a table with a flip chart for each table.

Facilitator

A lead facilitator who has had considerable experience and expertise in facilitating ‘Strategic Decision Workshops’ for senior managers in a number of companies ie. SMEs, large Nationals and Multinationals.

Who Should Attend?

All mid-senior managers and executives from all functions and disciplines….with diversity preferred.

Duration

Two Days

Overview

International operations have become an important part of overall business strategy in recent years, and the commencement of activities in foreign markets has become a natural milestone for any growing business. Globalization has radically changed the way companies conduct business. But dealing with international markets is tricky. Companies must be ready to overcome differences in legal and regulatory regimes, cultural norms, languages and currency issues. Confronted with soaring business risks and fierce global competition, companies are discovering that the best hope for staying ahead is by joining forces with other companies.

Each foreign market offers unique opportunities and risks, and many companies naturally look to strategic relationships with one or more partners for assistance in entering new markets. One of the most popular forms of strategic relationship is a joint venture. In an era of globalization, organizations are using joint ventures to consolidate their market position and gain competitive advantage. An understanding of the advantages and disadvantages of this type of structure in relation to the company’s business goals is therefore essential.

Programme Objectives

This programme provides a useful guideline to understand and manage the dynamics of joint ventures. The four areas of strategy, structure, culture and human resources are addressed along with a special section on negotiations tactics deployed in establishing joint ventures. In addition, the importance of sense making, trust and commitment will be highlighted. This course covers the formation, structure, operations, control and management of joint ventures and includes a special segment on why international joint ventures perform unsatisfactorily, why they run into trouble, and what can partners and managers do to maximise the chances of success.

The programme will stress the importance of balancing management control and ownership and the appropriate roles to be played by the venture partners. It would explain the concept of management control and how joint venture partners can have a hold on the pulse of the venture even when the management is done by the other partner or a third party. It will identify the most effective management structure to adopt to ensure that shareholders get the best value from the venture. It will highlight the dangers of selecting the wrong laws to govern the venture and the importance of managing joint venture risks. The programme will also provide guidance on how to resolve disputes between venture partners and the appropriate exit strategy and procedures to apply should the venture turn sour.

Methodology

The programme will consist of lectures, discussions and group work. The programme will use a range of case studies of top multinational companies which can offer valuable insights into how joint ventures work and function and why they sometimes fail.

Who Should Attend?

Members of the Management Team, General managers and Senior Managers who are responsible for managing and operating global business

Duration

Two Days