SEMINAR CALL
LEADERSHIP’S ROLE IN SERVICE DELIVERY Faculty of Economics, Finance and Administration -‐ FEFA, is pleased to invite you to the seminar "Leadership’s Role in Service Delivery", which will be held on December 5, 2014 at the premises of the university. About the Seminar
Seminar Goals:
ü To assess needs of organizations to sustain growth by building customer loyalty
ü To align service delivery with leadership objectives and vision ü To identify growth opportunities through service excellence ü To understand how to streamline communication with middle management
to assure implementation ü To set objectives and design strategies for success
World-‐class cultures of quality service delivery that focus on the value of your organization do not exist without commitment. It is an evolution that only takes place with a strategic, robust plan and an unwavering focus and belief in that direction. Being interested in service excellence and having great knowledge about service is not enough. The leaders and each person on the team must be committed and aligned with that philosophy. This high performance and interactive Seminar is designed for leadership teams and senior managers of organizations and companies who want to significantly impact their customer loyalty and service delivery. The results driven methodology will offer clear steps to align your team’s performance to the desired customer experience.
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Program of the Seminar 9:00-‐12:30 – Morning Session ü Service as a competitive differentiator -‐ How Leadership affects growth in today’s
challenging market ü Service Strategy – what is 100% service delivery and how does it align with
company visions? ü The Customer Journey – what does your customer experience currently look like? ü People/Place/Process 12:30-‐13:30 Lunch break 13:30-‐16:30 – Afternoon Session ü Goals of Leaders ü Design your strategy – goals, customer purpose implementation, and action plans
for success ü “One Team – Right Direction” ü Communication alignment -‐ Achieving results through the success of your team ü Acceptability culture ü Summary – What is your competitive differentiator for service excellence? Lecturer Miki Mitrovich, Senior Vice President Master Connection Associates As a high impact facilitator and consultant at Master Connection Associates (MCA), Miki brings a wealth of experience, passion and knowledge about markets acquired from her leadership and sales positions with the elite brands, Four Seasons Hotels and Resorts, and The Ritz-‐Carlton Hotel Company. She has applied her experience with the global market to clients in North America, Middle East, Europe, and Asia. She has developed a highly analytical perspective for building market share, customer service delivery, and brand loyalty by teaching sales and leadership teams the fundamentals of strategic performance and achieving deliverables in competitive markets.
Miki has years of experience training and consulting with luxury brands and has become an expert in the consumer markets with her tenure at MCA, who has built a client list in virtually every aspect of the global industry including Hotels, Resorts, Convention Bureaus, Tourism Organizations, Retail, Insurance, Real Estate, Medical, Healthcare, Pharmaceutical, Legal, and Financial.
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Attendance minimum requirement – 10 people Maximum attendance – 25 people English Proficiency Required – Seminar conducted in English The participation fee is RSD 24,900 + VAT. Participation costs include the cost of lecture, materials for each participant and a light lunch. For 3 or more participants from the same company a discount of 10% applies. If you wish to attend the seminar, please complete the application form attached below and send it to [email protected]. The deadline for applications is November 27, 2014 COB. You will receive a preliminary confirmation of participation one working day after submitting your application, along with payment instructions. Considering that the number of places is limited, priority will be given to those who apply early. For any additional information, please contact us by email at [email protected].
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APPLICATION FORM
Name Company Company Position Telephone Number E-‐mail Payment: a. Personal b. By the company
If the payment is made by company, please provide: PIB Address
Faculty of Economics, Finance and Administration Bulevar Zorana Đinđića 44, 11070 Belgrade +381 11 2600 600, +381 11 2600 080 [email protected]/www.fefa.edu.rs