Preparing for and Conducting a Performance Planning Session
Action Planning
Coaching Performance Day to Day/ Revising the Performance Plan
Discussing Salary and Maintaining Commitment

The information developed by experienced Support Centre(SC) Managers and Information Technology Architects defines the necessary components which determine success or failure. The BS15000 Standard (British Standards Institute) and ITIL guidelines allow you to effectively plan for these components pro-actively, as your business grows.

Participants will gain control of their responsibilities in any high volume, dynamic and demanding high-tech Support Centre environment. The course covers:

Service Centre (SC) Management Overview
BS15000 and ITIL components
Definitions & Components of a SC
Incident & Problem Management
Configuration & Change Management
SC Capacity & Call Volume Estimating
Resource Modeling
Business Continuity
Financials
Achieving Balance in Specialization/ Generalization
Customer Interface Components
Equipment and Tools
Documentation
Corrective Action
Implementation

The information developed by experienced Support Centre(SC) Managers and Information Technology Architects defines the necessary components which determine success or failure. The BS 15000 Standard (British Standards Institute) and ITIL guidelines allow you to effectively plan for these components pro-actively, as your business grows.

Participants will learn how their responsibilities combine to produce a dynamic high-tech Support Centre environment. The course covers:

Service Centre (SC) Management Overview
BS15000 and ITIL components
Definitions & Components of a Service Centre Model
Incident & Problem Management
Configuration & Change Management
Resource Modeling
Business Continuity
Achieving Balance in Specialization/ Generalization

Explains the ISO 9000 standards from the historical, current and future perspectives and provides case histories to help management make an informed decision about implementation:

Review of quality
History of standards
Implementing a quality system
Assessment considerations

Obstacles, costs & benefits
Company objectives
Quality management, history & theory
ISO 9001 elements
Organizational futures

This course is designed for the managers and supervisors within an organization implementing ISO 9000 and teaches the important aspects of keeping the management system "on track"! Topics covered include:

Company objectives
Quality management theory
ISO 9001 elements
Variation and change
Successful implementations
Organizational futures

This workshop teaches the detail of the ISO 9000 standard's family, how to apply and evaluate them, as well as successful auditing technique:

Day 1
Overview
Review of standards
Role of the auditor
ISO 9001 elements
Documentation requirements
Audit life cycles

Day 2
Review
Audit process
Communications
Reporting
Audit planning
Review

This workshop teaches the detail of the ISO 9000:2000 family standard's differences and principle emphasis changes, how to apply and evaluate them, as well as additional auditing techniques:

Day 1
Overview
Review of standards
Role of the auditor
ISO 9001 elements
Documentation requirements
Audit life cycles

Day 2
Review
Audit process
Communications
Reporting
Audit planning
Review

This ISO Compliant Documentation seminar is based on our 10 + years of successfully assisting the Implementation & Registration process for our clients and incorporates the latest theoretical approaches to "state of the art" documentation which we call Info-Map c. This workshop introduces the ISO 9000:2000 standard's documentation requirements and how best to capture the crucial information and present it in a clear, understandable and effective way so that it will be read and followed by your intended audiences. Whether you are intending to become a registered ISO 9001:2000 organization or not this seminar will be extremely useful to you in preventing your documentation from becoming "shelf-ware" or unused Web Pages.

Day 1
Standards Overview
Documentation Requirements (ISO 9001:2000)
Structure of QMS Documentation
ISO 9000 Definitions
Documentation approaches
ISO 9001:2000 Desk Audit

Day 2
Review
Documentation Control
Data Control
Info-Map Concepts Common Problems with Documentation
Reporting
Documentation Design, Planning & Verification
Review

A must for Management Teams that have decided to become Registered, without outside assistance, this seminar is intended for the senior members of an organization preparing for certification to the ISO 9001:2000 standard. It covers:

Quality principles
Quality standards & guidelines
ISO 9001 elements
Certification process
Success criteria
Obstacles, costs & benefits

Organizational cultures
Contributions to performance
Quality systems
Structure and flexibility
Goals & measurements
Teamwork techniques
Loyalty

Based on proven principles used by some of the most effective troubleshooters and decision makers in the world, this intensive session will prove invaluable to the key people in your organization. Topics include:

Clear problem definition
Specifications
Testing & remedies
Decision criteria
Priorities & weights
Potential options
Testing & selecting

This work-shop/ seminar is based on current research about the brain's operation. It explores a wide range of thinking tools proven over many years of practice to increase innovation, motivation and team success.

Based on proven principles used by successful managers in dynamic organizations. Topics include:

Understanding change
Life cycle models
Preparing for change
Creating the future

Course content includes:

Statistical Thinking
Charts & work sheets
Team tools
SPC

Seminar applying proven methods to the corporate environment. Modules include:

Power in purposefulness
Responsibility and accountability
Service and satisfaction
Creativity and innovation
Integrity and ethics
Courage and persistence

This continually updated seminar has been called "the most successful self improvement seminar to date" and variations of it are taught around the world. We can combine appropriate modules from this course to tailor a seminar to meet your specific objectives. These objectives can be derived from a (pre-seminar) internal Training Assessment process to define your organization's specific needs. Available modules include:

Defining success criteria
Historical truths
Performance process
Personal performance strategies
Optimum time management
Building trust
Managing stress
Goal setting and planning

The result of this workshop is an improved ability to deal with and influence customers and co-workers. Based on the a foundation of learning in behavioral types (work originally developed by Carl Jung and enhanced with the theories of Dr. William Marston and Dr. Jolande Jacobi), this workshop is presented in a modern, scientific framework that is easy to understand. Group workshops and exercises are utilized, coupled with a personalized analysis report for each participant, to aid in the learning process.

Included in the seminar are:

PPS "behavioral types"
Recognizing /locating behaviors
Discovering your natural self
Connecting with others
Personalized PPS reports for participants
Utilizing the PPS colors
Team-building with insight
Competency selling

Research tells us the average person is working at about 50% capacity. This workshop is designed to to increase the value of an organization's greatest asset - its employees. Topics include:

Goals and objectives
Establishing priorities
Project management
Delegating and communicating
Overcoming procrastination
Balancing work and family

Customized seminars for the sales and business development resources within your organization. Developed by leading experts in sales, marketing and communications; we tailor the material to address the specific requirements within your sales team. Modules typically include:

Psychological selling
Understanding behavior
Building trust
Qualifying
Telephone techniques
Presentation skills
Handling objections
Closing techniques

For senior sales professionals, this is a program targeted at business to business sales. It is tailored to your unique needs of your senior sales people and will "fine tune" their consultative selling skills. Modules typically include:

Positioning strategies
Prospecting
Consulting Vs selling
Interviewing techniques
Gap analysis
Competitor analysis

Based on successful approaches to sales strategy development and management, this course was developed from research collected working with some of the world's top performing organizations. This session will prove invaluable to senior sales managers and executives. Topics include:

Leading Vs managing
Planning for success
Recruiting
Interview and selection
Motivating
Effective delegation
Territory management
Coaching
Sales meetings
Strategic planning
Values and vision
Situation analysis
Company analysis
Market analysis
Self analysis
Goals and objectives

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