Unit 1 | Introduction to the Programme and an overview of the business. | |
Key Objectives of this unit | Detailed content of the Unit | Process |
Introduction session with an overview of the programme outlining what will be covered; ensure that candidates identify their personal objectives and expectations.
Conduct an exercise to examine how customers interact with the organisation. |
To identify some of the drivers for change, external and internally
Explore some of the things that are driving change within the Business by examining the external and internal factors that influence the business. What is competitive advantage?
Customer relationship management (CRM) We examine why Customer Management is so important in today’s business environment. We try to gain insight into customer behaviour and needs in order to modify the operations to improve our ability to serve. |
This initial unit involves the team analysing their business environment in the following sequence :
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Unit 2 | Introduction to Customer Service and the Supply Chain. | |
Defining what is meant by Customer Service and how it differs from historic approaches. Using Empirical methods to identify key process factors, rather than uncritically accepting pre-existing ideas. | The emphasis during this session is to get the team to conceptualise the whole supply chain, not just the role of their function. A failure in any link of the chain is a failure for the whole chain : whether they are responsible or not!
Amongst the things we cover are…
Followed by a Lean Simulation exercise (Stickle Brick game) where a lot of the concepts explored later in the course will be exposed! |
Amongst things we introduce in this session are:
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