Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Audience:
Middle Management; Manager; Senior Officer; Support Officer
Course Code:
ELDCV13
Remark:
This e-learning programme is open for registration
throughout the year. It will take place on LEARN Digital Classroom (LEARN DC),
a one-stop space for you to access your
virtual classroom sessions, programme-related online learning materials,
quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
You will have up to 90 days to complete each
e-learning programme. Thereafter, the access will expire and you will need to
re-register for the e-learning programme to gain access for another 90 days.
Request to withdraw or replace learners for
approved registrations will not be accepted.
Who Should Attend:
You are a Service manager who wants to work with your teams to build a solid operational strategy for delivering a consistently superior customer experience.
Programme Overview
World class organisations achieve success based on a foundation of culture-driven guidelines that result in superior operational consistency, workforce unification, and continuous improvements.
This proven framework introduces concepts that allow the entire organisation to share a common direction and standards of behaviour that translate to consistently high levels of efficiencies as well as increased employee/customer engagement.
Through this programme, you will discover examples and case studies with practical tools used by leading public and private sector organisations that look at developing a compelling:
- Vision - This is where you want to be as an organisation. As a tool, your vision should be a compelling articulation that inspires your workforce and points everyone in the same direction.
- Values - this is a declaration of what you believe matters most to your customers. They underscore the foundation of your organisation’s culture, and ultimately drives goals, budgets, priorities and results for your organisation.
- Behaviours - Based on those values you’ve established, we identify those practices expected of all employees that ultimately allow you to accomplish what your vision proclaims.
Even if you have developed your own vision and values, we recommend this course as a great tool for reviewing your current statements, and in trying to better operationalise on those guidelines. We offer proven guidelines for developing and implementing your vision, values and behaviors.
[COMPLIMENTARY MODULE] EXCELLENCE AND YOU
This module provides an important overview of how leadership excellence, employee engagement, and great customer experiences provide for organizational excellence. It’s the formula for putting organizing all of the ideas shared in this curriculum.
This is one of the five eLearning modules of Lead with Your Customer Foundation Series.
Learning Outcomes
- Apply concepts to build a common direction and standards of behaviour that translate to consistently high levels of efficiencies as well as increased employee/customer engagement
- Gain insights into practical tools used by leading public sector and private sector organisations that look at developing a compelling Service Vision, Values and Behaviours
Last updated: 29 Mar 2024
Registration information:
- Programme fee may vary on different financial year.
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