RIP G el “your customers are somebody else’s prospects. If you won’t take care of them, someone else will. That’s guarantee!” Service Quality Excellence Masterclass el Maximizing profit & achieving competitive advantage by delivering a level of service that will rise above & beyond customer expectations RIP th th 27 & 28 July 2012 G Mumbai, India Book & Pay per Delegate: Book & Pay before 19th May 2012 - INR 27950 Net + 12.36 % service tax Book & Pay after 19th May 2012 - INR 29950 Net + 12.36 % service tax *3 or more delegates 10% discount. Investment is per person for 2 days non residential conference. Payments have to be processed in 5 working days customers from booking. TDS/ Taxes needs to be added on the Net amount as above “The way to Investment for International clients is USD 900 Net + 12.36 % Service Tax lies in heart & wallet how well we initially serve our customers & deliver quality service” GRIPel course leader: Neil Known in short as Neil helps organizations deliver superior customer experience, transform businesses & execute business strategy. Neil has served in various leadership capacities in organizations like HSBC, Bank of America, Whirlpool Corporation, Standard Chartered Bank & TVS Motors. During his tenure, he has led a wide variety of enterprise-level change deployment programs in manufacturing & service environments. His last assignment was with HSBC as Senior Vice President for Customer Experience & Business Transformation. Prior to this, he led Quality & Productivity Unit for Bank of America-India. In both these roles, as enterprise deployment leader, he managed a large team of experts & senior resources with varied experience & background. He has helped organizations in Strategic Business Planning using Hoshin Kanri. As Head – Service Excellence Trg in Standard Chartered Scope, Neil designed, developed & conducted several workshops for CXOs & Senior Management in customer experience, business excellence & six sigma across Asia, US & Europe. Originally trained as an industrial engineer, Neil holds M.S(Manufacturing Management), BTech(Production Technology) and BSc(Physics). He has led large scale initiatives & projects in operations management in manufacturing & design environments when employed in Whirlpool & TVS. Being a Certified Six Sigma Master Black Belt, Neil has led several change initiatives & projects with approved financial benefits of over $20MN, of which $4Mn was executed by him personally. He has demonstrated results in unconventional areas such as sales, HR, technology, risk & compliance, program office, administration & security, procurement, etc. Neil’s approach is not to prescribe any ‘methodology’. Instead he uses his experience with Hoshin Kanri, Balance Scorecard, LEAN, TQM, Six Sigma, Triz, Theory of Constraints, Knowledge Management, industrial engineering methods, ISO, PCMM, etc to deliver a composite solution that will resolve the pain points and improve profitability, productivity & process. He has also personally coached & certified several professionals in six sigma, lean and metrics management in the past. Due to his diverse background, he is culturally sensitized and freely mingles with all levels in any organization. He is passionate about enhancing Customer Experience & One-on-One Coaching! Areas of Specialty: Benchmarking, VOC, Research, Complaint Management, Operations Management, Strategic Planning, Performance Management, Process Optimization, Process Planning, Six Sigma, Lean, Hoshin Kanri, TQM, Industrial Engineering Techniques, BPR, Business Transformation, Balanced Scorecard, Triz, Process Management, Automation & Robotics, Innovation, BPM, TPS, JIT Kaizen, Re-engineering, Product Development, DFSS, Business Excellence, Customer Service, Transition, Project Management, training etc. Neil is a certified Six Sigma Master Black Belt. He has hands- on experience implementing Hoshin Kanri, Balance Scorecard, LEAN, TQM, innovation, Theory of Constraints, Knowledge Management, process planning, industrial engineering methods like MTM. Training workshop with full of practical case studies, exercises & Simulation games to make maximum benefit from this 2 days training workshop To register email us: [email protected] GRIPel professional trainings www.gripel.com TO REGISTER: testimonials: [email protected] “Gripel is doing a wonderful job in providing a platform where professionals from a variety of discipline can interact with each other’s resulting in mutually benefiting session of knowledge sharing” Tata Auto Comp GY Batteries Ltd. “Good Efforts – Keep It Up” Tata Motors Ltd. “Really a very good & effective sessions, Speakers were also too good” ACC Limited “Overall experience had been great & enriching, would like to attend more such programs in future” Godrej Security Solutions “This training program was most practical & relevant training program that I ever attended” Lanka Orix Leasing Company “A good platform to impart training on relevant & desired topics” Godrej & Boyce Manufacturing. Co. Ltd. “It was very knowledgeable session, gave a lot of insights in channel management business” Karvy Stock Broking Ltd “Good event & speakers were really very good” ACC Limited “Good Event” ICICI Bank "Variety of experiences, practical cases & academics added value to the event” Tractors & Farm Equipment Limited (TAFE) “I liked the interactive session of two days with a delegate from diversified field” Deepak Fertilizers & Petrochemical Ltd “It’s a great forum for networking as well as sharing your best practices” MIRC Electronics (ONIDA) “Over all a good experience” Tata Motors “Speakers were good” Usha International “Excellently conducted the programme” Orient Cement “The content & speakers are quite rich in their field” Deepak Fertilizers & Petrochemical Ltd Who should attend? “Gripel is doing good job & getting good speakers to impart knowledge” Toyota Kirloskar Motor Pvt. Ltd. Target Audience: From Sectors: “Good conference from practical oriented approach” TVS Srichakra Ltd. MD’s, Directors, Presidents, CEO, Airlines COO, VP’s, AVP’s, Sr. GM, GM’s, FMCG “Overall it is lively sessions as the area of topics are selected DGM’s, Regional Heads, Electronics & Electrical methodologically and serves the purpose” Sr. Managers & Managers of: Pharmaceuticals SKF India Healthcare Customer Relationship Management Banks & Finances “Good Event” Customer Experience & Satisfaction Insurance Tata Housing Development Co. Ltd. Customer Care and Support Telecom Customer Acquisitions & Retention Retail “Overall, we are now motivated to think differently” Service Quality IT Peripherals Afcons Infrastructure Ltd. Sales & Marketing BPO / IT / ITES / KPO’s Brand Management & Development Food & Breweries “Very well presented, good ambience” Service Strategy & Delivery Automobile & OEM’s Tata Housing Development Co. Ltd. Consumer/Marketing Research Hospitality Product Development Chemicals “Good Job” Business Development/Intelligence Engineering Jaiprakash Associates Ltd. Business Strategy & Planning Petrochemicals Total Quality Management Logistics “Overall organization was good” Digital & Social Media Marketing Tours & Travel Savita Oil Technologies Ltd. E-commerce / E-channel / E-service and many more… GRIPel professional trainings www.gripel.com Day 1 Sessions: TO REGISTER: [email protected] Service Quality Overview Exploring Pillars of Service Quality Shared Vision and Values Service-Focused Leaders ne Consistent Service Delivery and Measurement Developmental Training and Coaching o Constant Systemic Improvement and Reinforcement Understanding Service Quality Model Performing Service Quality Gap Analysis Knowing Service Quality Attributes Affecting Customer Satisfaction Service design methodologies Identifying actors involved in the definition of the service Understanding behavior of the customers - needs & Motivation Defining the requirements for the service and its logical & organizational structure Gathering customer insights through interviewing service users wo Synthesizing observations to generate concepts and ideas t Representing the service using techniques that illustrate all the components of the service Informing changes to an existing service or creating new services Service Quality Metrics & Measurement Setting up Service standards Creating Metrics value tree for services Unleashing Service Intelligence Platform Data On boarding Multidimensional Service Modeling three Personalized Visualization Complaint Management System Designing Complaint Management Diagnosing existing complaint management system Creating Capabilities to support implementation Implementing Resolution & Service Recovery four Online Complaint Management System Exploring some of the best CMS solutions Listening to Customers Listening to Voice of Customer (VOC) and Methods Designs surveys Prioritizing Customer Requirements (Kano Model) Differentiating Customer satisfaction Vs Loyalty Using Net Promoter Score five Improving Customer satisfaction scores GRIPel professional trainings www.gripel.com Day 2 Sessions: TO REGISTER: [email protected] Customer Retention Management Understanding Customer Attrition, Triggers & Challenges Excelling Customer Retention Management – Roadmap Acquiring new customers with exceptional service Retention strategy for customers one Extending relationship & Creating loyal customers Process Improvement Strategy Implementing Process Improvement methodologies Lean Six Sigma Prioritizing Process improvement two Performing Root Cause Analysis Exploring