Course List:
Achieving
Stellar Service™ Experiences
Learning Objectives:
Purpose:
This course explores the value of stellar service and
the NPA’s role in achieving it. Customers, both internal
and external, are more demanding and less loyal than
in the past. As a result, the frontline service provider’s
role is more demanding—and more important—than
ever before. Service providers hold the key to delivering
the high levels of service required to earn and sustain
customer loyalty. How their leaders model, coach, and
reinforce those behaviors turns that key.
Achieving Stellar Service™ Experience provides
a range
of critical service skills that enable learners to establish
an authentic human connection with each customer
while balancing organizational goals and needs.
Participants return to their jobs not only committed to
helping achieve business results, but also equipped with
the skills, strategies, attitudes, and behaviors necessary
to follow through on that commitment. Specifically,
this course provides the skills and knowledge to
approach all customer interactions from three critical
dimensions:
- The human dimension refers to each
customer’s unique human, or emotional, needs. It is the way
customers are treated during each interaction, whether face to face,
voice to voice, or click to click.
- The business dimension refers to the actual need that
prompts a customer to seek service, e.g., buying a product, having a
product repaired or asking how to use a product.
- The hidden dimension refers to everything that goes
on “behind the scenes” for both the customer and
the service provider. The customer comes with a set of values, beliefs,
experiences and expectations that affect behavior, as well as unstated
factors that drive business needs.
The service provider brings the
organization’s values,
beliefs, experiences and expectations to the interaction,
along with processes, procedures, systems, resources,
and internal working relationships. To provide stellar
service, an NPA must pay attention to—and balance
customer needs on—all three dimensions.
Audience:
This course is
appropriate for frontline supervisors and mid-level managers.
Format:
In this two-day course, participants engage in a variety
of individual and group activities, partner discussions,
large-group discussions, skills practices, video
segments, and role-plays.
Instructor:
Gina Hughes has worked as a Training Manager and
a Program Development Specialist, and has a keen
understanding of business operations and resolving
business issues. Hughes is master certified in
AchieveGlobal’s service programs. She is proficient
at delivering training to audiences from the frontline
to executive. In addition to her 17 years of training
experience, Hughes possesses a warm and professional
interpersonal style, which enables her to approach any
group with a high degree of credibility and respect.
| Schedule: |
| MAR 6, 7 |
Orlando,
FL |
| NOV 17, 18 |
San
Antonio, TX |
| Enrollment: 20 |
| CEUs: 1.2 |
Delivering Superior Customer
Service
Learning Objectives:
Purpose:
This course provides a
leadership-/senior-managementoriented
overview of strategy, marketing, and human
resource management for organizations that deliver
services and for manufacturers seeking to differentiate
their product(s) through service. The course focuses
on how organizations can achieve customer loyalty,
and thus deliver superior value to customers, clients,
and the communities they serve. The philosophy of
the course is based on a win–win–win approach to
management. In order for an organization to grow
and prosper (win one), its customers must receive
excellent value (win two). In order to deliver excellent
customer value, employees must receive excellent value
in their relationship with the organization (win three).
The course also provides practical, “real-world”
tools
and frameworks to help managers create change in
their organizations by implementing the service and
productivity improvement strategies recommended in
the course.
Audience:
The
course is appropriate for senior managers and those being groomed for
senior management at NPAs. Members of NPA boards of directors are also
encouraged to attend.
Format:
This
three-day course is highly interactive, relying on exercises and group
discussion of case studies to link new ideas to participants’
day-to-day reality. Participants are expected to contribute to the
discussion frequently.
Instructor:
Roger Hallowell has worked with NISH for seven
years and has written three detailed case studies on
leading NPAs and developing relationships in both the
NPA and Government customer communities. A former
Harvard Business School Professor, he now focuses
exclusively on executive development with the Center
for Executive Development.
| Schedule: |
| JUN 9, 10, 11 |
Vienna,
VA |
| Enrollment: 35 |
| CEUs: 1.8 |
Foundations
of Quality
Learning Objectives:
- Understand the critical concepts of quality
- Understand the relationships between leadership,
planning, customer satisfaction, measurement, process
management, and continuous improvement to quality
- Explore how to implement customer service management
as a way of gaining competitive advantage
- Understand the importance of benchmarking as a
strategy
- Learn how to get started in process improvement and
the use of tools and techniques
- Approach quality as a management system and
methodology
Purpose:
Quality continues to be an ever-increasing concern
for providers and customers alike. Quality means “a
degree of excellence and meeting or satisfying the
requirements of the customer.” Quality must be infused
throughout an organization, and this course provides the
“what and the how-to’s” of business
excellence.
Key components of ISO (International Organization
of Standardization) 9000 and Malcolm Baldrige
provide the business foundations that result in quality
outcomes. Because both ISO 9000 Registration and the
Malcolm Baldrige Quality Award are now achievable by
NPAs, this course helps participants create a framework
that highlights how important quality must be to a
successful organization.
Audience:
This course is valuable
for NPA executives, managers, supervisors and others who are
responsible for helping organizations achieve business excellence.
Format:
This two-day course
uses lecture and hands-on exercises as the primary training methods.
Instructor:
Horace McCormack is President and CEO of HGM
Management and Technologies, Inc., an 8(a) entity.
McCormack is an international Consultant, Trainer,
and Researcher with 20 years of management and
engineering consulting experience. A Quality Awards
Examiner (QAE), he has delivered quality management
training and implemented quality systems in numerous
organizations.
“NISH’s
training institute has been a tremendous resource for our agency; its
training quality materials can only compare to a very few in the
industry…. This course provided the necessary information
for our organization to improve our Quality Assurance
Program.”
- Sal
Moran, Assistant Director,
AHRC NYC Chapter
| Schedule: |
| JUL 28, 29 |
Indianapolis, IN |
| Enrollment: 35 |
| CEUs: 1.2 |
ISO
9001: 2000 A Roadmap for Successful Implementation
Learning Objectives:
- Learn what ISO (International Organization for Standardization) registration can and cannot do for your company
- Learn suggested steps for starting ISO implementation in an organization
- Identify key personnel and teams that will help facilitate the process within an organization
- Discuss potential challenges to implementation and how to overcome them
- Learn how to select a registrar
- Learn about a few key pieces to any formal quality management system (customer satisfaction, continuous
improvement, document and data control, and corrective and preventive action)
- Gain a basic overview of how to conduct audits, including the development of Audit Plans and preparation for them
Purpose:
This two-day course gives participants the chance to
"roll up their sleeves" and learn the core components of
implementing the ISO 9001: 2000 standard. This course
clarifies important terms and concepts relevant to ISO.
It also teaches attendees how to set up and use an
internal audit team, and how to launch ISO conformance
or registration efforts.
Audience:
This course is for organizations that want to really
understand what ISO is all about. It is especially good
for organizations that have decided to comply with
or register with ISO 9001: 2000, but aren't sure how
to begin. The concepts are applicable to products or
service providers. A basic understanding of the standard
is not necessary (but welcome!).
Format:
This two-day course includes classroom instruction,
group exercises, and individual study.
Instructor:
Joel Pagliarello is Central Team Leader in the NISH
east region. His background includes industries
ranging from industrial packaging and metal stamping
to semiconductor production. He is a Lead Auditor of
Quality Systems who has led several organizations
through ISO 9001: 2000 registration. He also has five
years of experience leading training and development,
and ISO implementation for an NPA.
“The class begins with a basic explanation of the origin and elements of the ISO
9001:2000 Standard. The instructor will lead the class through a common-sense
exploration of how to use the Standard to gain the most value for your company
and your customers. Through liberal use of team exercises, participants come to
understand that building a quality management system is a community endeavor.”
- Michael McDermott, Quality Manager
NISH Northwest Region
| Schedule: |
| SEPT 18, 19 |
San Francisco, CA |
| Enrollment: 35 |
| CEUs: 1.2 |
Malcolm Baldrige for Nonprofits: Using the Criteria for
Organizational Effectiveness
Learning Objectives:
- Learn how the Baldrige Framework provides a systems perspective of how organizations work
- Use the Baldrige Core Values to understand the factors that provide the foundation for Performance Excellence
in any organization
- Learn how to interpret the 19 Baldrige Criteria Basic Requirements to assess performance
- Discuss 50+ Best Practices of Baldrige Recipients you can use to improve your organization
- Learn how to use the 150-page workbook provided with this course to improve your organization
Purpose:
In 2006, Congress authorized the Malcolm Baldrige
National Quality Program to offer its Performance
Excellence Criteria and Award process to not-for-profit
(NFP) organizations. In the first two years, 23 NFP
organizations have applied for this recognition. It is
likely that the first NFP Baldrige recipient will have been
selected before this course meets.
The Baldrige Criteria were established in 1988 to help
organizations improve their performance practices
and capabilities and achieve ever-improving results.
The Malcolm Baldrige National Quality Program
seeks to identify and share best practices or recipient
organizations to provide learning opportunities to
NFPs. Malcolm Baldrige recipients report that Criteria
help organizations use an integrated approach to
organizational performance management that results in:
- Delivery of ever-improving value to customers
and stakeholders, contributing to organizational
sustainability
\
- Improvement of overall organizational effectiveness
and capabilities
- Organizational and performance learning through this
course, participants will be provided an overview of the
Malcolm Baldrige Program and Criteria
Audience:
This course is designed to provide a common
language, a systematic approach, and a set of new
analytical skills to NFP executives and board members
so they can assess and improve the performance of
their organizations. It is recommended that several
members of the senior leadership team of board attend
this course as a team so they can learn together and
practice their new skills to promote effective use of the
Baldrige Criteria in their organizations.
Format:
This two-day course uses 20% lecture and 80%
interactive exercises to provide participants an
opportunity to learn from each other while learning the
core values, basic requirements, and best practices
during hands-on use.
Instructor:
Barry C. Johnson is President of Knowledge
Engineers, a national Baldrige consulting practice,
and a Director of eBaldrige, a collaboration that assists
organizations pursue increased Performance Excellence
through technology.
Johnson has been involved in the Baldrige assessment
process since 1991. He has donated over 12,000 pro
bono hours of volunteer service to more than 32
national, corporate, and state Baldrige assessment
cycles. Over the past 15 years, he has assisted 103
organizations, including 9 not-for-profits, pursue their
Performance Excellence goals, 21 of them earning
award recognition. Johnson has served on the Board
of Examiners for the Malcolm Baldrige National
Quality Program for 10 years and as a Director,
Overseer, and Judge for national, corporate, and state
Baldrige programs.
| Schedule: |
| JUN 16, 17 |
Chicago, IL |
| OCT 16, 17 |
Vienna, VA |
| Enrollment: 35 |
| CEUs: 1.2 |
|