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Workshop
Overview
Effective People Management
has a direct and multiplier effect on the bottom line of a
Customer Contact Center or BPO unit. People Management is
a strategic tool for an organization to achieve higher customer
satisfaction ratings, reduced attrition, and effective resource
utilization. The BPO industry often deals with very high span
of control at lower and mid-management levels. This makes
it mandatory for them to have a robust process of people management
and performance measurement which is data-based.
This workshop provides
insights into effective People Management, shares best practices
and provides a roadmap for improvement projects through the
use of Six Sigma tools.
Workshop
Objective
- Appreciate the need
and organizational context of People Management.
- Understand the components
of effective People Management system
- Imbibe 'best practices'
- Identify the business
benefits like customer satisfaction, people skills and productivity
- Understand how the
controllable inputs or components influence outputs
- Use Six Sigma tools
to enhance employee productivity or satisfaction or recruitment
and retention and sustaining improvement.
- Increase readiness
to apply learning 'on the job' immediately
Methodology
It is an interactive workshop
that uses
- Presentations for knowledge
dissemination
- Discussions for knowledge
sharing
- Case studies for exposure
to real-life issues
- Individual and group
exercises for application practice
- Games for simulated
learning combined with fun
This methodology facilitates
faster learning, easier implementation and higher retention.
Who
Should Attend
- Designers of the People
Management System, e.g., HR Managers, Operations Managers,
Quality Managers
- Implementers of People
Management System, e.g., Operations Managers, HR Managers
- Users of the People
Management System e.g., Team Leaders, Operations Managers,
HR Managers
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