Building Service Culture

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Building Service Culture

Problems To Be Addressed

Each employee is responsible to demonstrate good services, however, in reality this is

sometimes only a slogan. It takes time to change corporate culture to be a service oriented

company and expect the employee to be a service champion. Through a role model approach

from the superiors, company’s efforts to groom service oriented behavior can be achieved.

Objectives

Having attended this program, the participants are expected to be able to:



Understand quality service culture



Understand service profit impact



Evaluate existing service in organization



Integrate company’s vision and mission into service activities



Make service leadership

Subjects Covered



Understanding quality service culture



Key element of service



Service audit



Create service leadership



Integrating company’s vision and mission into a service practice



Making changes happen



Practical application of quality service

Who Should Attend



Marketing Directors



Managers and Senior Managers



Decision makers in service department



Managers who need to improve service culture



Service championship

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Membangun Budaya Pelayanan

Menjawab Masalah Apa

Pelayanan adalah tugas utama setiap orang dalam perusahaan, namun hal ini seringkali hanya

merupakan slogan semata. Tidak mudah untuk mengubah budaya perusahaan yang

mengutamakan pelanggan dalam waktu cepat. Melalui keteladanan pimpinan kepada bawahan

percepatan budaya pelayanan diharapkan akan terjadi.

Manfaat Apa Yang Anda Peroleh

Setelah selesai mengikuti program ini, peserta diharapkan mampu:



Memahami pentingnya budaya pelayanan



Memahami arti yang mendalam dari sebuah pelayanan



Melakukan evaluasi terhadap pelayanan di perusahaan



Menurunkan visi dan misi perusahaan menjadi kegiatan pelayanan



Mempelajari teknik dalam membangun budaya pelayanan

Apa Saja Yang Dibahas



Memahami budaya pelayanan yang berkualitas



Mengenal kunci utama dari pelayanan



Audit Pelayanan



Menciptakan “service leadership”



Menterjemahkan pelayanan dalam aplikasi praktis di pekerjaan

Siapa Saja Yang Perlu Ikut



Manajer dan senior manajer



Pimpinan yang bertanggung jawab dalam pelayanan pelanggan



Pimpinan perusahaan yang bertanggung jawab dalam budaya pelayanan

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PARTICIPANTS

Spv

PUBLIC TRAINING

• DECISION SCIENCE

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

• STRATEGIC MANAGEMENT

Corporate Parenting Company Strategic Planning Managing Organizational Change Business Model Canvas

Innovation Strategy (New)

Managing Innovation for Organization Growth (New) Product Innovation Management

Strategic Decision Making

Creative Thinking Technique Practical Problem Solving

Minaut Indonesia - Problem Solving & Decision Making

24-25 30 Jun-01 Jul 22-23 17-18

22-23 10-11 08-09 27-28 08-09

01-02 26-27 12-13 25-26

12-13

26-30 23-27 16-20 13-17 04-08_25-29 _{31 Aug-04 Sep}10-14 28 Sep-02 Oct_19-23 _{30 Nov-04 Dec}09-13 14-18

04-06 25-26 21-22 15-17 16-17 28-30 01-03 28-30 08-09 11-13 06-08 20-22 12-13 30 Sep - 02 Oct 18-20 02-04 09-11 01 02 03 04 05 06 07 08 09 10 11

• HUMAN RESOURCE MANAGEMENT

Human Resources Management Competency Based HRM/CBHRM Practical Job Analysis

Designing Competency Model Talent Management

Competency Based Recruitment & Selection Practical Behavior Based Interview Designing Learning Program Designing Training Program Evaluating Training Program

Measuring Return On Training Investment - ROTI

14-18 23-27 10-12 17-19 29 Sep - 01 Oct 26-30 21-22 12-13 14-18 10-14 08-12 17-18 19-21 06-07 12-13 17-19 20-24 09-13 09-13 01-02 10-11 25-27 19-21 21-23 07-08 02-03 24-26 25-27 08-10 04-05 04-05 26-28 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Hours 16 20 16 20 16 24 24 16 16 16 40 40 20 16 16 16 24 16 24 24 16 16 Staff Mgr Sr Mgr Days 2 2.5 2 2.5 2 3 3 2 2 2 5 5 2.5 2 2 2 3 2 3 3 2 2 6,000,000 6,000,000 4,600,000 5,000,000 5,500,000 5,000,000 5,000,000 4,850,000 4,700,000 4,600,000 7,500,000 6,200,000 4,650,000 4,200,000 4,400,000 4,400,000 4,850,000 4,400,000 4,400,000 4,850,000 4,400,000 4,500,000 Price (IDR)

• GENERAL MANAGEMENT

Training for Trainers Office Management

Filing Management (New Tittle)

Designing Standard Operating Procedure (SOP) Management for Professional Secretary

30 Sep - 02oct 21-23 01-02 12-13 06-08 19-21 19-20 27-28 18-20 05-06 01-03 16-17 08-09 17-19 29-30 11-13 19-21 11-12 16-18 17-19 17-18 24 24 16 16 24 3 3 2 2 3 5,750,000 5,000,000 4,500,000 3,850,000 5,200,000

(4)

• MARKETING MANAGEMENT

Competitive Marketing Strategy

Marketing Plan for Sustainable Competitive Advantage Marketing Management

Building Service Culture

Customer Satisfaction Management Customer Service Orientation Enhancement Marketing Channel Strategy (New) Sales Management

Salesmanship

Negotiation Skill for Business Winning Product Management Digital Marketing

Applied Marketing Research

08-10 20-22 01-03 03-05 21-22 22-23 27-29 11-13 24-26 14-16 28-30 09-11 06-08 04-06 20-21 03-05 26-27 18-19 28-30 22-23 09-10 16-17 29 Sep - 01 Oct 01-03 10-12 09-11 07-09 25-27 22-23 24-25 23-24 19-20 03-04 01-02 04-05 01-02 28-30 28-30 28 29 30 31 32 33 34 35 36 37 38 39 40

• OPERATION MANAGEMENT

Project Procurement & Risk Management Operation Exellence

Inventory Management Purchasing Management

Distribution & Transportation Management (New) Project Management

Owner’s Estimate

Lean System (New)

Workplace Producticivity Improvement Work Load Analysis

Warehouse Management Maintenance Management 23-27 08-12 03-05 29 Sep - 01 Oct 01-03 15-17 08-10 15-17 24-26 18-20 11-12 02-03 12-13 08-10 12-13 21-23 27-29 15-17 11-13 21-23 03-05 20-22 25-27 23-25 04-05 22-23 03-05 10-12 16-17 07-09 14-16 06-07 22-24 29-30 27-29 31 Mar - 02 Apr 17-19 19-21 05-07 24-26 16 20 24 16 20 16 20 20 16 20 20 16 20 36 16 24 16 24 36 24 20 16 24 20 16 24 16 20 24

PARTICIPANTS

Spv Staff Mgr Sr Mgr

PUBLIC TRAINING

2 2.5 3 2 2.5 2 2.5 2.5 2 2.5 2.5 2 2.5 4.5 2 3 2 3 4.5 3 2.5 2 3 2.5 2 3 2 2.5 3 Days 5,100,000 4,650,000 5,100,000 4,200,000 4,200,000 4,200,000 4,850,000 4,850,000 4,200,000 4,850,000 4,850,000 3,850,000 4,850,000 5,850,000 4,100,000 5,850,000 4,100,000 4,100,000 5,750,000 5,250,000 5,400,000 4,100,000 6,000,000 4,200,000 4,100,000 4,100,000 4,000,000 5,300,000 4,950,000 Price

(IDR) JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 Production/Operation Management Quality Management (New) Supply Chain Management

Production/Operation Planning & Control

26-30 07-08 20-21 25-29 02-06 06-08 19-21 17-19 11-13 10-12 Hours

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• FINANCIAL MANAGEMENT

Finnon 1 : Understanding Financial Statement Finnon 2 : Profit Planning & Capital Budgeting Integrated Risk Management

Treasury Management

Budgeting

Financial Statement Analysis Effective Cost Management

28-30 27-28 11-13 18-20 19-21 12-14 21-23 02-03 27-29 01-03 09-10 24-26 18-20 16-18 27-29 03-05_{30 Jun - 02 Jul} 22-23 15-16 07-08 17-18 09-10 06-08 11-12 03-04 26-27 16-17 30 Sep - 02 Oct 08-09 12-13 02-04 25-26 15-16 11-13 24-25 57 58 59 60 61 62 63 64 65 66 Internal Audit

Forensic Accounting & Fraud Investigation Feasibility Study 24-26 20-22 11-13 09-11 18-20 28 Sep - 02 Oct 09-13 31 Mar - 02 Apr

• SPECIAL PROGRAM

Young Manager’s Program

Assessment Center Assessor Certification

Sertifikasi Ahli Pengadaan Barang/Jasa Pemerintah

New Product Development Professional

Human Capital Management Certification (HCMC) Modul 1 : Aligning HCM strategy & Corporate Strategy Modul 2 : Acquiring & Developing the Right Employees Modul 3 : Retaining the Best Employee

Modul 4 : Increasing Employee Engagement

25-29

21-23 28-30

25-27

21 Apr - 05 Jun 29 Sep - 13 Nov

02-06 16–18 10-13 15-17 20-22 24-26 20-24 08-12 24-28 04-06 25-28 05-09 09-13 23-27 07-11 07-11 26-30 23-27 67 68 69 70 71

• MANAGING OTHERS

Managing People Effective Leadership Managing Team Development Effective Supervisory Management Leader as A Coach (New)

02-04 08-10 03-05 16-17 19-20 11-13 12-13 20-22 06-08 21-22 10-11 03-05 15-16 01-03 25-27 17-18 31 Mar-02 Apr 14-15 28-30 19-20 19-21 27-28 04-06 27-29 10-11 24-26 _{30 Jun - 02 Jul}03-05 72 73 74 75 76 77 78 79 80

PARTICIPANTS

PUBLIC TRAINING

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

20 16 20 16 20 16 16 40 20 20 110 40 40 24 32 24 24 24 20 16 24 24 16 Spv Staff Mgr Sr Mgr 2.5 2 2.5 2 2.5 2 2 5 2.5 2.5 28 5 5 3 4 3 3 3 2.5 2 3 3 2 Days 5,500,000 4,400,000 5,500,000 4,400,000 4,500,000 4,950,000 5,200,000 5,100,000 4,950,000 5,500,000 19,200,000 9,800,000 5,300,000 15,000,000 6,800,000 5,000,000 5,000,000 5,000,000 4,950,000 5,750,000 6,200,000 5,750,000 4,100,000 Price (IDR)

• PERSONAL EFFECTIVENESS

Effective Business Communication Report Writing

Business Presentation Skill Time Management 24-26 24-25 16-18 02-04 19-20 12-13 28-29 18-20 25-26 12-13 04-05 11-13 15-17 29-30 12-13 17-18 16 20 20 16 2 2.5 2.5 2 4,000,000 5,000,000 4,200,000 4,000,000 All Program Will Be Presented In Bahasa Indonesia

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Nama Pelatihan

Tanggal

Pukul :

Biaya

Nama Perusahaan

Alamat Surat

No. Telp. Persh

Fax Persh :

Contact Person

Telp / HP

Email

Jabatan

Bidang Usaha

No. Email HP L/P 1 2 3 4 5

Bagian Pelayanan Pelanggan:

Pembayaran dilakukan secara transfer ke:

Telp

: (021) 8798-4777

BANK MANDIRI

: (021) 3318-3601

Cabang Thamrin

Fax

: (021) 8799-1059

No. Rek. : 1 0 3 - 0 0 8 5 2 8 8 5 8 - 3

Mobile

: 0815 5995 6195

a/n: Yayasan Pendidikan & Pembinaan Manajemen

E-mail

: [email protected]

Website

: www.manajemenforum.com

BANK CENTRAL ASIA

Cabang Kwitang

No. Rek. : 6 8 6 0 1 3 8 5 5 5

a/n: Yayasan Pendidikan & Pembinaan Manajemen

Pembayaran akan kami lakukan :

Tanggal Pembayaran :………..Transfer melalui Bank : ………

Pendaftar,

Konfirmasi,

……….. '………

Nama/Jabatan

Bag. Pelayanan Pelanggan PPM

Apabila terdapat informasi yang kurang jelas dapat menghubungi kami di (021) 8798 4777 atau kunjungi http://www.forummanajemen.com

(Mohon bukti transfer difax sebelum pelatihan)

INFORMASI PENDAFTARAN

Nama Peserta Jabatan

Formulir Pendaftaran Program Pengembangan Eksekutif

2015

PPM Manajemen www.ManajemenForum.Com

PEMBAYARAN

Bagian

PERHATIAN - KETENTUAN PEMBATALAN !

TEMPAT PENYELENGGARAAN

PPM Manajemen - Gedung Bina Manajemen, Jl. Menteng Raya No. 9 Jakarta Pusat 10340

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