CBS 18 Customer Service Excellence

							                                                                                TEL +27 +11 7997740
                                                                                FAX +27 +11 7997746
                                                                                CEL +27 +84 655 5643
                                                                                admin@qsi.co.za
                                                                                www.qsi.co.za

Performance Excellence
The Strategic Management Workshop
5 Days (CBS 70) 19th to 23rd September 2005
                                                                           The South African Excellence Model
Blue Hills Conference Centre Midrand
Presented by: BESA

Those organisations that are seriously interested in adopting a culture of Continuous Improvement
Process recognise that the behaviour of all managers, starting at the top, is critical to creating the new
culture. This workshop also addresses the key principles of modern management skills required to
achieve organisational success through the effective management of people in the delivering of the Core
Organisational Objectives. Although there have been many theories of leadership, many have been
difficult to translate into practical actions for managers "on the ground". Clearly, there is no "prescription"
for effective leadership, but there is a common set of skills required. This training course sets out to
explain the need for culture change and to provide straightforward knowledge and skills for managers at
all levels. It avoids the hype and buzzwords associated with what is seen as the "soft" side of continuous
improvement and is intended to be a practical application of the key principles.
The course should be of relevance to anyone who manages other people and who seeks to enhance
their ability in order to harness full staff potential. The course material is also designed as a resource
pack for managers, trainers and improvement facilitators, enabling them to develop the skills and
behaviours of excellent leadership. It contains Fifteen modules, which explains the why’s, what's and
how’s of the topic.

CONTENTS

This programme is designed to teach the skills necessary to assemble the ingredients for the
development of a company or for the changes that may be necessary to continue to grow an
organisation. The programme incorporates the skills needed to lead a company through change and
growth and the leadership required to create the vision and mission for others to follow.

Participants will gain an increased understanding of how to manage a company in transition, from either
changes that may occur in the industry, new markets or through acquisitions or mergers. They will be
able to assemble a corporate or unit department vision and mission, new roles and responsibilities and
standards and Core Business Objectives which are cascaded throughout the organization as project by
project improvement initiatives. Additional skills on how to communicate the strategy will focus on
methods and skills needed to properly bring all the employees together on the new strategy or mission of
the organisation.

The programme will cover the difference between leadership and management, and leadership styles
that can help the participant determine the differences in people to facilitate better working relations.

SEMINAR OBJECTIVES:

      Determine the Strategic changes and challenges that are on-going in any organisation today
      Learn how to do an Organisational Health Check via Business Excellence Modeling
      Understand the differences between Strategic Management, Strategic Planning and Tactics.
      Structure a Strategic Management Philosophy in your own organisation
      Learn the process of becoming an integrative organisation VS bureaucratic during growth and
       change
      Determine how to put together the implementation elements of a strategic plan
      Recognize the difference between managers and leaders
      Determine who can best take leadership roles in times of change
      Learn the essential elements of how to communicate a new strategy or change
      Understand how to put together the roles and responsibilities of the people in the organisation.
      Determine appropriate standards and goals for the organizations.
                                                                            TEL +27 +11 7997740
                                                                            FAX +27 +11 7997746
                                                                            CEL +27 +84 655 5643
                                                                            admin@qsi.co.za
                                                                            www.qsi.co.za

      Determine how to measure and track goals.
      How to assemble a benchmark study for determining best practices
      Determine how to take an organisation through changes

PERSONAL IMPACT:

Most organisations fail to achieve their potential because management fail to properly communicate and
gain participation or "buy-in" from its people regarding changes and direction. This programme will
convey the essentials of all the necessary steps to gain the support of employees and to gain their
insight into how to make the changes or produce a new strategic direction.

SEMINAR OUTLINE

Day One: The Challenge to Change – Self -assessment to determine Strategy

This session focuses on what are the challenges to Strategic Managers in the Global Economy
including:

      The pressures of Change
      The emergence of the Strategic Manager
      Systems Thinking and Key Business Processes.
      A look at how Leading Edge Corporations Change their Strategy
      Establishing a Philosophy of Organizational Excellence.

This session focuses on the factors which contribute to organizational excellence, including:

      Constant pursuit of the customer
      Constant pursuit of innovation and improvement
      Constant contact with employees.
      Mentorship of Leaders, now and for future.
      Mentorship and Coaching towards development of their potential.
      Management approach to encourage employee participation and involvement

Day Two: Accepting a Management and Leadership Role

Making the transition into a management or supervisory position requires new behaviors, confidence and
new skills. Often employees are expected to make the transition with out essential skills.
This session provides insight on:

      Determining the changes that are on-going in the various industries and management challenges
      Distinguishing between management and leadership
      Identifying leadership attributes of successful managers
      Assessing time management effectiveness
      Determining the behavioral styles of the team and leaders to better communicate

Day Three: Developing and Communicating Your Vision and Mission

This module focuses on the purpose of a vision and mission and demonstrates how they can be
effectively articulated to all levels of the organization. The session demonstrates how to:

      Define Core Business Objectives
      Define a Vision and Mission in alignment with Business Excellence Modelling
      Communicate the Vision and Mission
      Performance Measurement and the Balanced Score Card.
      Realizing the Mission by Project by Project improvement at a rate of revolution.
                                                                            TEL +27 +11 7997740
                                                                            FAX +27 +11 7997746
                                                                            CEL +27 +84 655 5643
                                                                            admin@qsi.co.za
                                                                            www.qsi.co.za



Day Four: Team Day with Land Rover Midrand The best 4x4 by Far. Option terms and conditions
apply.

Meeting the competitive challenge as a team is essential to success in the corporate world. Roles and
Responsibilities, Communication, Standards and Goals: The Critical Components in Achieving a
Successful Strategy towards the end goal.

Teams function smoothly when roles and responsibilities are clearly delineated. Team members need to
understand what is expected of them and how much authority they have to carry out a task. This field
session demonstrates in a practical way team work to overcome the challenges discusses:

        Ways to clarify roles.
        Communication.
        Benchmarking
        How to delegate effectively to team members.
        Attaining the Goal.

Land Rover will take the delegate teams for the day on their full range of 4x4s to demonstrate the
challenges of team work in getting through specially constructed obstacle courses which require full
team participation to succeed.

Day Five: Managing Change

This module explores the human response to change and teaches participants to anticipate other
people's responses and better manage them through the change process. Participants will learn to:

        Understand how Organisations can Change
        Recognize Responses to Change
        Identify Perceptions of Change
        Analyze and Prepare for Change
        Assist Others Through the Change Process
        Identifying obstacles to Change.

WHO SHOULD ATTEND?

This course is designed for organisational leaders, division managers and lead supervisors and anyone
else who has the responsibility for assembling the strategy or communicating the strategy of an
organization. Mid level managers who must take the organisations vision and mission, and appropriate it
to their operating unit will be well advised to take this programme.

This Learning Objective This training course explains the importance of management style in creating
a customer-focused organisation and outlines the processes and key skills required by individual
managers.

The Outcome of this training will result in the delegate adopting a dynamic and systematic approach
towards developing and deploying core organisational objectives towards a sustainable and continuous
improvement process which delivers Customer Service.

Course Fee: R8750 excl Vat. This includes all venue costs as well as material.
SAQA Registered 60% of course fee’s can be claimed back by your company
Register on the web www.qsi.co.za or contact us on: Tel (011) 799 7740 and request registration form or
(fax) 011 799 7746 or email us at mail to: admin@qsi.co.za.
Accommodation: Dinner Bed and Breakfast is available: R395-00 p.p. All prices exclude VAT.