OPERATIONAL SERVICE PLANNING TECHNIQUES
22 & 23 JUNE 2004, LONDON (TWO DAYS)
In the climate of continuous improvement, comprehensive performance assessment, self-assessment and service development, it is essential for service managers to have the skills to develop and deliver service plans.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
* identified the benefits service planning can bring to their service
* started to assess 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 commit their unit and its staff to their achievement
* recognised the importance of aligning resources to service plan objectives for successful achievement of objectives
* started to prepare an action plan for implementation in the workplace
WHO SHOULD ATTEND?
Library and Information Managers and/or their deputies who run a whole service, a section, a site or a team, wishing to prepare an achievable service plan.
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 Welcome and introduction
9.45 Service planning- the ultimate management tool
Introduction: Service Planning Process, what it can achieve for you
10.15 Setting service plan objectives
10:45 Coffee
11.00 What do we already know about our service?
SWOT analysis
11.30 Objectives writing - individual work
1:00 Lunch
2.00 Objectives writing - group review
2.30 How are we viewed by customers and others?
3.30 Tea
3.45 Individual preparation for work on service plans
4:45 Close
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
1:00 Lunch
2.00 Individual work continued
3:00 Tea
3.15 Developing a medium term focus to your service plan.
Writing the service plan
4.15 Workshop review
4:30 Close
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] <mailto:[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, 22 & 23 JUNE 2004, LONDON (TWO DAYS)
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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 <http://www.cilip.org.uk/training>
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