Course content
- This programme is designed to deliver the latest and best techniques in managing customer relationships and processes from a wide variety of sources. These will include materials from Harvard, Insead, and the World Health Authority. It is designed for managers and will focus on understanding expectations and examining current delivery methods – with a view to putting improvement plans in place
- Managers will re examine how to harvest feedback for their organisations, draw conclusions and monitor service performance and stakeholder satisfaction
- It will provide them with practical and powerful analysis tools and the information to construct enhanced & viable service delivery
- Specific issues covering multiple practices can be incorporated to deliver shared solutions
Course Sessions
- Understanding our own expectations of service
- Understanding patients’ expectations of service through research and feedback
- Forecasting changes in services demands
- Service-based customer service SWOT analysis & audit
- Planning and implementing enhanced service delivery through Blue Ocean Theory and the 4 Action framework
- Analysis and adding value to process using Value Process Mapping
Who is it for?
- Clinical and non-clinical managers at all levels with responsibility or influence on service delivery strategy
How is it delivered?
- Via live, highly interactive tutor led Virtual Workshops using Teams or Zoom – max 20 participants
- Microphones and cameras required for the entire session
Upcoming events
This course is split across two half days taking place on;
Thursday 5th October @ 9:30 – 12:30 – Part 1
Thursday 12th October @ 9:30 – 12:30 – Part 2