SERVICE PLANNING
Two-day workshop, 18 & 19 June, London
This practical two-day workshop will explore the key phases of service
planning processes, and will provide opportunities to facilitate translation
of the skills learnt into real workplace results. Participants can bring
along work they have done towards preparing a service plan for use in the
practical sessions. Managers yet to start their preparatory work will be
partnered with others who can bring their work products to this event.
(NB: Participants should not bring confidential information to this
workshop.)
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
* an understanding of the service planning process
* assessed their service planning information needs and developed plans for
being informed of these on a continuing basis
* used SWOT analysis and customer and service research to write service plan
objectives that fulfil the 'SMART' mnemonic
* explored processes for aligning resources to service plan objectives and
developed methods for doing this in the workplace
* made a start on their workplace service plan or worked with other
participants on a real service plan
WHO SHOULD ATTEND?
Managers with experience of service delivery at a strategic level or those
seeking promotion to a similar role within the next 3-6 months.
WORKSHOP LEADER
Larraine Cooper
Larraine set up her own consultancy in 1986. Since then she has regularly
worked with staff in public, academic and health service libraries, as well
as business units and direct service managers in local authorities and the
health service.
SPECIAL NOTES: Please bring a pocket calculator with you.
PLACES ARE LIMITED TO: 16
FEES:
Personal members: £350 plus VAT (£61.25) £411.25
Institutional members: £425 plus VAT (£74.37) £499.37
Non members: £490 plus VAT (£85.75) £575.75
Student/Unwaged members: £50 plus VAT (£8.75) £58.75
PROGRAMME
DAY ONE
9:00 Registration and coffee
9:30 Welcome and introduction
9.45 What is service planning?
* Setting service plan objectives
10:45 Coffee
11.00 The research phase - SWOT analysis
* SWOT analysis individual work - setting objectives
1:00 Lunch
2.00 SWOT analysis group review
* The research phase continued
Customer, service, market and competitor research. The mission statement
3:30 Tea
3.45 Individual work
Preparing an ANSOF grid and an action plan (with tutorial assistance)
4:45 Close
DAY TWO
9.00 Coffee
9:30 Resources needs
10.45 Coffee
11.00 Individual work
Identifying the resources required to deliver objectives for preparation of:
the operating budget, rolling financial forecasts for future years, capital
needs forecasts, reassessment of needs to meet legal, minimum and desirable
quality thresholds
1:00 Lunch
2.00 Individual work continued
* Developing a medium term focus
3:00 Tea
3.15 Writing the service plan
* Workshop review
4:30 Close
CILIP has provision for those in wheelchairs. Induction loops are also
available
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to
the Training & Development Department on 020 7255 0561, or post to: Training
& Development, CILIP, 7 Ridgmount Street, London WC1E 7AE. You can book
online at <http://www.cilip.org.uk/employ/c0946.html>
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560,
textphone 020 7255 0505, visit our web pages at
<http://www.cilip.org.uk/employ/c0946.html>, or email [log in to unmask]
(Provisional bookings will be held for three weeks. A confirmed booking must
be received within this period or your place may be lost.)
BOOKING FORM:
I would like to book a confirmed place on SERVICE PLANNING (18 & 19 June,
London)
Title: ____________ First name: _________________
Surname: ____________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Tel___________________ Fax: __________________
Email: ______________________________________
Are you a CILIP member? YES __ NO __
Personal* __ Institutional __ Student __ Unwaged __
*N.B. If you are a Personal Member, but your employer is paying, they will
still be charged at Personal Member rate.
CILIP membership no: __________________________
Dietary/special requirements (sensory or physical)
___________________________________________
PAYMENT OF FEE:
Option 1: __ Please send an invoice
(your payment will be due within 30 days of the invoice date).
Please give invoice name and address if different from above:
____________________________________________________
____________________________________________________
____________________________________________________
Option 2: __ I enclose a cheque (payable to CILIP) for £_______________
Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
Name of cardholder:_______________________
Card no: __________________________________
Expiry date: _________________________________
Signature: ___________________________________
PLEASE NOTE: cancellations received on the day will incur the full fee. If a
cancellation is received in the seven working days prior to the event, 50%
of the fee will be due.
PLEASE RETURN BOOKING FORM TO:
Training & Development, CILIP Enterprises, CILIP, 7 Ridgmount Street,
London, WC1E 7AE, or fax back to 020 7255 0561.
CILIP keeps any personal information you supply for the purpose for which
you have provided it. It is not passed to other organisations unless this
is made explicit when you supply it or if we are legally required to do so.
However the Association may from time to time wish to send you information
about other services or products it provides.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Iona Khan
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our website at: www.cilip.org.uk
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