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 Price : IDR 4.00.000
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 Karyawan yang ditunjuk sebagai service champion
PUBLIC TRAINING Hours Days Price (IDR) PARTICIPANTS Staff Spv Mgr Sr Mgr JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC DECISION SCIENCE 01 Strategic Decision Making 4-0 Jun-01 Jul - 0 Minaut Indonesia - Problem Solving & Decision Making 7,00,000 6-0 -7-0 1-17 04-08 -9 10-14 8 Sep-0 Oct 1 Aug-04 Sep 19-09-1 14-18 0 Nov-04 Dec 0 Creative Thinking Technique 4,700,000-10-11 7-8 04 Practical Problem Solving 4,600,000 1-1 01-0 6-7 1-1 -6 STRATEGIC MANAGEMENT 0 Corporate Parenting 6,000,000 1-1 06 Company Strategic Planning 0. 6,000,000 04-06 11-1 0 Sep - 0 Oct 0-04 07 Managing Organizational Change 4,600,000-6 1-08 Business Model Canvas 0. 8-0 01-0 1-17 09-11 09 Innovation Strategy (New),00,000-17 10 Managing Innovation for Organization Growth (New) 4 8-0 11 Product Innovation Management 4 0-18-0 HUMAN RESOURCE MANAGEMENT 1 Human Resources Management 6,00,000 09-1 09-1 0-4 08-1 10-14 14-18 6-0 -7 14-18 1 Competency Based HRM/CBHRM 0. 4,60,000 19-1 9 Sep - 01 Oct 10-1 14 Practical Job Analysis 4,00,000 06-07 1-1 Designing Competency Model 1-1 Talent Management 1-1 17 Competency Based Recruitment & Selection 4 6-8 18 Practical Behavior Based Interview 04-0 04-0 19 Designing Learning Program 4-7 19-1 -7 0 Designing Training Program 4 4-6 1-1 Evaluating Training Program 01-0 07-08 Measuring Return On Training Investment - ROTI 4,00,000 10-11 0-0 GENERAL MANAGEMENT Training for Trainers 4,70,000 11-1 19-1 0 Sep - 0oct 18-0 4 Office Management 4 19-1 1-01-0 Filing Management (New Tittle) 4,00,000 19-0 1-1 -17 6 Designing Standard Operating Procedure (SOP),80,000 9-0 11-1 7-8 01-0 0-06 7 Management for Professional Secretary 4,00,000-18
PUBLIC TRAINING Hours Days Price (IDR) PARTICIPANTS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC MARKETING MANAGEMENT Staff Spv Mgr Sr Mgr 8 Competitive Marketing Strategy,100,000 0-04 -4 19-0 - 4-9 Marketing Plan for Sustainable Competitive Advantage 0. 4,60,000-7 07-09 0 Marketing Management 4,100,000 10-1 09-11 9 Sep - 01 Oct 01-0 1 Building Service Culture 4,00,000-09-10-17 Customer Satisfaction Management 0. 4,00,000 04-06 Customer Service Orientation Enhancement 4,00,000 0-1 6-7 18-19 4 Marketing Channel Strategy (New) 0. 0-0 8-0 Sales Management 0. 8-0 8-0 6 Salesmanship 4,00,000 01-0 01-0 04-0 7 Negotiation Skill for Business 0. 4-6 14-0-0 01-0 0-8 Winning Product Management 0. 8-0 11-1 9 Digital Marketing,80,000-1- Applied Marketing Research 0. 7-9 09-11 OPERATION MANAGEMENT 41 Production/Operation Management 6 4.,80,000 0-06 -9 6-0 4 Quality Management (New) 0-1 07-08 4 Supply Chain Management 4,80,000 10-1 11-1 19-1 44 Production/Operation Planning & Control 6 4.,70,000 08-1 -7 4 Inventory Management 4,0,000 4-6 0-0 9 Sep - 01 Oct 01-0 46 Purchasing Management 0.,0,000 1 Mar - 0 Apr - -7 0-1-17 47 Warehouse Management 0.,00,000 19-1 1-48 Maintenance Management 4 4,90,000 0-07 0-0 49 Distribution & Transportation Management (New) 04-0 - 0 Project Management 4 6,000,000 7-9 07-09 0-0 11-1 1-17 7-9 4-6 1-17 1 Owner s Estimate 0. 4,00,000 10-1 18-0 Project Procurement & Risk Management -17 1-1 Operation Exellence 4 14-4 Lean System (New) 06-07 1-1 Workplace Producticivity Improvement 4-4 1-6 Work Load Analysis 4,000,000 9-0 0-0 11-1
7 8 FINANCIAL MANAGEMENT PUBLIC TRAINING Hours Days Price PARTICIPANTS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Finnon 1 : Understanding Financial Statement Finnon : Profit Planning & Capital Budgeting 0. (IDR),00,000 Staff Spv Mgr Sr Mgr 7-9 -18 4-6 8-0 7-8 0-0 0 Jun - 0 Jul 19-1 1-0-0 7-9 01-0 09-10 9 Integrated Risk Management 0.,00,000 18-0 11-1 1-14 18-0 60 Treasury Management - -17 11-1 61 Effective Cost Management 0. 4,00,000 11-1 0 Sep - 0 Oct 0-04 6 Budgeting 4,90,000 1-6-7 1-1 -6 6 Financial Statement Analysis,00,000 4-07-08 09-10 0-04 1-64 Feasibility Study 0.,00,000 0-09-11 18-0 6 Internal Audit,100,000 09-1 8 Sep - 0 Oct 66 Forensic Accounting & Fraud Investigation 0. 4,90,000 1 Mar - 0 Apr 4-6 11-1 SPECIAL PROGRAM 67 Young Manager s Program 110 8 19,00,000 1 Apr - 0 Jun 9 Sep - 1 Nov 68 Assessment Center Assessor Certification 9,800,000 6-0 0-06 0-4 08-1 4-8 0-09 09-1 07-11 69 Sertifikasi Ahli Pengadaan Barang/Jasa Pemerintah,00,000-7 -9 07-11 -7 70 New Product Development Professional 4 1 18 04-06 71 Human Capital Management Certification (HCMC) Modul 1 : Aligning HCM strategy & Corporate Strategy 4 6,800,000 10-1 -8 Modul : Acquiring & Developing the Right Employees 4 1-17 1- Modul : Retaining the Best Employee 4 0-8-0 Modul 4 : Increasing Employee Engagement 4 4-6 -7 MANAGING OTHERS 7 Managing People 0. 4,90,000-7 0-0 0-04 04-06 7 Effective Leadership,70,000 10-11 14-1 19-0 -17 19-0 1-1 10-11 1-74 Managing Team Development 4 6,00,000 19-1 0-7 Effective Supervisory Management 4,70,000 7-9 4-6 1 Mar-0 Apr 8-0 0-0 0 Jun - 0 Jul 11-1 0-0 01-0 76 Leader as A Coach (New) 7-8 1- PERSONAL EFFECTIVENESS 77 Effective Business Communication 4,000,000 04-0 1-1 1-1 8-9 78 Report Writing 0. 11-1 4-6 -18 18-0 79 Business Presentation Skill 0. 4,00,000 1-17 0-04 80 Time Management 4,000,000 9-0 4-19-0 1-1 -6 All Program Will Be Presented In Bahasa Indonesia
Nama Pelatihan Tanggal Pukul : Biaya Nama Perusahaan Alamat Surat Formulir Pendaftaran Program Pengembangan Eksekutif 01 PPM Manajemen www.manajemenforum.com No. Telp. Persh Fax Persh : Contact Person Telp / HP Email Jabatan Bidang Usaha No. Nama Peserta Bagian Jabatan Email HP L/P 1 4 INFORMASI PENDAFTARAN PEMBAYARAN Bagian Pelayanan Pelanggan: Pembayaran dilakukan secara transfer ke: Telp : (01) 8798-4777 BANK MANDIRI : (01) 18-601 Cabang Thamrin Fax : (01) 8799-109 No. Rek. : 1 0-0 0 8 8 8 8 - Mobile : 081 99 619 a/n: Yayasan Pendidikan & Pembinaan Manajemen E-mail : support@manajemenforum.com Website : www.manajemenforum.com BANK CENTRAL ASIA (Mohon bukti transfer difax sebelum pelatihan) Cabang Kwitang No. Rek. : 6 8 6 0 1 8 a/n: Yayasan Pendidikan & Pembinaan Manajemen Tunai / Transfer *)Pilih salah satu TEMPAT PENYELENGGARAAN PPM Manajemen - Gedung Bina Manajemen, Jl. Menteng Raya No. 9 Jakarta Pusat 10 PERHATIAN - KETENTUAN PEMBATALAN! Denda sebesar Rp 00.000,- (lima ratus ribu rupiah) untuk pembatalan yang dilakukan (dua) hari kerja sebelum tanggal penyelenggaraan. Denda sebesar 0% dari biaya program untuk pembatalan yang dilakukan 1 (satu) hari kerja sebelum tanggal penyelenggaraan. Denda sebesar 100% dari biaya program untuk pembatalan yang dilakukan pada tanggal penyelenggaraan. Bersama ini kami konfirmasikan pendaftaran nama tersebut diatas dan kami menyetujui semua ketentuan yang berlaku. 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 (01) 8798 4777 atau kunjungi http://www.forummanajemen.com