DEVELOPING A SERVICE EXCELLENCE FRAMEWORK - NEW
14 September 2006, London
The first step towards delivering Service Excellence is to develop and implement a customer service framework. The aim of this workshop is to take participants through the process of developing a performance management framework, which encompasses the future trends and new demands being placed upon the Library and Information Service. Participants will have the opportunity to reflect upon and develop the following key components of their performance frameworks.
· Where are you now?
· Creating the vision
· What do you need to achieve?
· How are you going to do it?
· Who is going to do it?
· Evaluation & Review
Participants will also have the opportunity to learn from the experiences of their colleagues and examine some of the best practices from outside the library and information sector.
BENEFITS OF ATTENDING:
By the end of the day participants will have:
· analysed existing levels of service excellence
· gained skills and knowledge of how to complete the development of the framework
· developed an outline of their strategy and action plan
· a structured/planned approach to customer service
All participants will receive a free copy of "The Business Detectives Casebook" which was co written by Shadow Associates and contains information relating to the development of a Customer Service Performance Framework
WHO SHOULD ATTEND?
Public Library and Information Services, Principal Librarians, Heads of Service, Senior Managers
WORKSHOP LEADER: MICHELLE MCARTHUR
SPECIAL NOTES:
Participants should bring with them copies of their organizations mission/vision statements or customer promises if they already have some in place.
PROGRAMME
9.00 Registration & coffee
9.30 Introduction & welcome
9.45 Why have a Service Excellence Framework
10.00 Overview of the Framework
10.15 Where are you now?
The levels of customer service currently being delivered
The cost of attracting and maintaining customers
How they handle complaints
How easy is it to be a regular customer of the Library service
How customer feedback is currently encouraged and used for future development
11.00 Coffee
11.15 The Vision - development of the vision and core ideologies of the Library Service.
12.00 What do you need to achieve - key priorities, standards and targets
12.30 Lunch
1.15 How are you going to do it? - Participants have time to develop an outline of their strategy action plan.
3.15 Tea
3.30 Who is going to do it? - A look at the lead roles, responsibilities, accountability and the resources available/required
4.00 Getting it done
4.15 Evaluation and review - discussion of some common methods for monitoring/evaluating the achievements
5.00 Close
PLACES ARE LIMITED TO: 24
FEES:
CILIP personal members:
£260 plus VAT (£45.50) £305.50
CILIP institutional members:
£315 plus VAT (£55.13) £370.13
Non-members:
£365 plus VAT (£63.88) £428.88
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's web page at http://www.cilip.org.uk/training/training/2006/fpm/Developingserviceexcellenceprog.htm
(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 DEVELOPING A SERVICE EXCELLENCE FRAMEWORK, 14 September 2006, London
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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:
Cara Watson
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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