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EXECUTIVE TALENT DEVELOPMENT PROGRAMME - "the mini MBA series"
Objective
Executive Talent Development Programme
Personal Effectiveness
Module 1
Module 2
Module 3
Module 4
Module 5
Interpersonal Effectiveness
Module 6
Module 7
Module 8
Module 9
Organizational Effectiveness
Module 10
Module 11
Module 12
Module 13
Module 14
Module 15
Duration:
15 Modules taught over 31 days @ 4 days per month
1st 3 months:
Personal Effectiveness:
5 Modules:10 days
2nd 3 months:
Interpersonal Effectiveness:
4 Modules:8 days
3rd 3 months:
Organizational Effectiveness:
6 Modules:13 days
Module 14: Stakeholder Relationships
Group Discussion on a Case Study: “High Street Restaurants”
Case Study on “Kwik-Fit”: 7-point Code of Practice
Case Study of “Toyota Lexus”
Assignment: Prepare the Customer Service Cycle for your own SBU
Content:
Stakeholder Theory
Shareholders versus Stakeholders
Relationship Marketing
The Customer Service Cycl
e
Customer Orientation
Developing an Effective Customer-Orientation
Caring for the Customer
Managers’ Participation in Improving Customer Quality and Customer Service
Customer-Development Process
5 different levels of investment in Customer-Relationship Buildin
Customer Retention
Customer Enlargement
Customer Loyalty
Customer Delight