PRACTICAL SERVICE PLANNING TECHNIQUES
29 & 30 NOVEMBER 2004, LONDON (TWO DAYS)
Service planning, business planning call it what you like this two day workshop will help you implement the medium term vision of your library or information service in holistic practical ways.
In the fast changing climate of ever increasing demands within constrained resources it is essential for service managers to have the skills to develop and deliver service plan aims and objectives to meet organisational strategic requirements.
Service Planning is the ultimate management tool. Used and developed effectively it can drive any library unit to the achievement of its objectives and improve customer satisfaction. When assessment of resources required to deliver objectives is a natural part of the service planning process, library units can present choices of emphasis to senior strategic decision makers. Use of service planning techniques can also help to put under performing services back on track.
BY THE END OF THE EVENT PARTICIPANTS WILL BE ABLE TO:
* use robust service planning methods to produce service planning objectives on time and within budget
* use skills gained to develop appropriate service mixes for their organisation and develop forecasts for various service activity levels.
* used SWOT analysis and customer and service research to write "SMART" service plan objectives
* use skills learnt to cost up objectives
* start to prepare an action plan for implementation in the workplace
WHO SHOULD ATTEND?
Managers and/or their deputies who run a whole service, a section, a site or a team, who wish to prepare an achievable service plan. Experience of running a service at a management level is desirable.
WORKSHOP LEADER: Larraine Cooper
Having had a substantial career in banking which included developing training in both managerial and financial skills, Larraine set up her own consultancy in 1986. Since then she has regularly worked with staff in all areas of the library and information industry as well as senior and middle managers in the public and education sectors.
SPECIAL NOTES: Participants can bring any work (not confidential documents) towards preparing a service plan for use in the practical sessions. Managers yet to start work will be partnered with others who bring their work.
Please bring a pocket calculator with you.
FEEDBACK FROM PREVIOUS PARTICIPANTS:
"Truly inspirational course"
"Now I can start to plan and manage my service delivery in a much more systematic way"
"I left with a 'can do' approach"
PLACES ARE LIMITED TO: 16
PROGRAMME
DAY ONE
9:00 Registration and coffee
9:30 Introductions
Review of pre course reading
Service Planning - The Ultimate Management Tool
Linking to the medium term vision
10.45 Coffee
11.00 Customer & service overview
Using an ANSOFF Grid to predict future activity levels
Developing the service mix
1:00 Lunch
2.00 Individual work session
ANSOFF Grid Preparation
Forecasting future activity levels
3.15 Tea
Aims, objectives, tasks - what's the difference between an aim and an objective
Setting objectives
Objectives, writing individual work session
Participants work on their own service plan objectives
4:45 Closure
DAY TWO
9:00 Regroup and coffee
9:30 What resources do we need to deliver these objectives?
10.45 Coffee
11.00 Resource needs continued
11.30 Individual work
Participants work on their own workplace situations to identify the resources required to deliver at least one objective
1:00 Lunch
2.00 Individual work continued
3:00 Tea
Does it look right?
Is it what we want?
Can we deliver it within available resources?
4.15 Workshop review
4:30 Workshop closure
FEES:
CILIP personal members: £360 plus VAT (£63) £423
CILIP institutional members: £435 plus VAT (£76.13) £511.13
Non members: £500 plus VAT (£87.50) £587.50
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
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, email [log in to unmask] or visit this workshop at <http://www.cilip.org.uk/training_events/cilip_courses/c40648.html>
(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 OPERATIONAL SERVICE PLANNING TECHNIQUES, 29 & 30 NOVEMBER 2004, LONDON (TWO DAYS)
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* If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate.
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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.
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 Institute may from time to time wish to send you information about other services or products it provides.
CILIP reserves the right to alter details or to cancel this event should the need arise. CILIP has provision for those in wheelchairs. Induction loops are also available.
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 web pages at: www.cilip.org.uk/training
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