2 - Capelle Academy

SERVICE EXCELLENCE WSQ PROGRAMS
MANAGERIAL
11. Manage Performance Management
Processes (3 Days)
This course will equip the participants with the
knowledge and application skills in developing
performance management tools, implementing
performance management process and leading the
development of team and individual performance
improvement plan.
12. Manage High Volume Customer
Contact & Communication (3 Days)
This program adopts a holistic approach to High Volume
Customer Contact and Communication and prepares
managers and supervisors to undertake the
management role. It involves the understanding and
appreciation of the total corporate culture and
philosophy, the use of resources and focused
customer-centricity to bring about the desired
consistency level of service acceptable, if not,
appreciated by the customer. They will learn how to
develop a structured approach to managing
High Volume Customer Contact and
Communication.
13. Manage Service Operations (2 Days)
This program will equip the learner with the knowledge
and application skills in planning to meet internal and
external service requirements, ensuring delivery of
quality service and monitoring and review of customer
service.
5 SERVICE EXCELLENCE WSQ
14. Manage Service Supply Chain
(2 Days)
This program will equip learners with the knowledge
and application skills in managing a service supply chain.
This involves being able to: develop and align service
supply chain strategies in alignment with the corporate
strategic direction; manage an effective and efficient
service supply chain including partnering external
suppliers with well-defined performance measurements;
drive the review process for improvement and sustain
continuous improvement for delivery excellence.
15. Develop & Implement Processes to
Benchmark Service Standards (2 Days)
Benchmarking enables us to study how the best or
better organizations achieve their superior performance
and then identify relevant practices to be adapted and
adopted within one’s own organization.The definition of
benchmarking can therefore be taken as, “a method of
measuring and improving our organization by continuous
systematic evaluation and comparing ourselves with the
best”. This workshop equips the learner with the
knowledge and application skills in determining
benchmark requirements, planning and implementing
the customer service benchmarking process, as well
as managing ongoing improvements in benchmarking
implementation.
care·deliver