Customer Experience Management

September 26-27, 2019

OVERVIEW

Traditional organisations invest heavily to develop and deliver quality product and services but too often ignore the overall experience provided to the customer. But contemporary organisations are increasingly recognising that customer retention, growth and profitability rely heavily on the quality of customers’ interaction and experiences. How the customer feels about their experience is critical to customer’s purchasing and loyalty decisions. Delivering a valued experience therefore can drive customer growth, profitability and loyalty. This two day short course provides an understanding of how customer experience differs from customer service and addresses why the customer experience is crucial and assists delegates wishing to build the business case, and develop and execute a customer experience strategy. The course also provides an outline of simple customer experience tools and techniques.

KEY LEARNING OUTCOMES

The outcome of this program cannot be over emphasized; participants will be able to do the following:

  • identify, differentiate and understand the different concepts in the field of CEM;
  • understand how customers process information and the role that information process styles play in the buy-in decision of customers;
  • measure Customer Experience through the utilisation of various measurement methodologies;
  • develop your organisation’s customer experience culture.
  • develop a CEM strategy for various industries.

PREREQUISITE:

Completion of a Pre-Course Questionnaire and an Emotional Intelligence Assessment

TRAINING LEARNING CONTENT

MODULE 1

Customer Experience Management Strategy

·CEM Strategic Framework

·Using Technology to drive CEM

·Best Practices

MODULE 2

The New Customer Journey

·Customer Experience Mapping

·Digital Touchpoints

·Customer Experience Lifecycle

MODULE 3

Connecting with Customers

·Engaging & Delighting Customers

·Custom Listening & Sensing

·Mobile & Social Strategies

MODULE 4

Designing Experiences

·Design Thinking

·Experimentation & Testing

·Importance of Play

MODULE 5

Innovation & CEM

·Creativity & Innovation

·Wearables

·Internet of Things

MODULE 6

Product Management & CEM

·Product Management Framework for CEM

·Product Managers as CEM Leaders

·Communicating to C-Suite and VC Community

MODULE 7

Driving CEM Initiatives

·Strategic HR for CEM

·Change Management Issues for CEM

·Implementation Issues

DELIVERY MODE:

This is an interactive workshop and the learning methods will include:

  • Inputs
  • Exercises
  • Group Activities & Discussions
  • Hand-outs

Some of these exercises will be workshop bases, whilst other exercises will use particular aspects of the delegates work situations. Participating organization will be assessed independently.

TARGET AUDIENCE IDENTIFIED

Anybody who wants to beat the competition by developing strong relationships with customers and ensuring they never want to look elsewhere. This course is suitable for novice and experienced participants. If you are directly involved in customer service, business development, sales, accounts, marketing or public relations.

INVESTMENT IN KNOWLEDGE                                         

N75, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:               September 26-27, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.com

Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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Managing Meeting Effectively

September 19-20, 2019

OVERVIEW

Managers spend substantial time planning, attending and running meetings, yet they are too often perceived as unproductive and frustrating experiences.  Our ability to manage effective meetings is critical to organizational success. To work successfully with people so that they produce desired results while feeling respected and motivated is a challenge. Meetings are a vehicle to bring out the best ideas, utilize resources for effective problem solving and resolve conflict that Impacts effectiveness. Through a series of hands-on learning exercises participants have a chance to practice meeting effectiveness roles, use facilitation tools and skills and receive feedback and coaching on how to deal with specific meeting situations and difficult behaviors.

 This two-day interactive program focuses on the skills, qualities, techniques and tools needed to plan, conduct and follow through for face to face and remote meetings.  Participants will acquire valuable tools and skills for keeping people focused, following through on decisions and actions, and achieving desired outcomes.

KEY LEARNING BENEFITS:

The benefits of attending this program cannot be over emphasized; participants will be able to:

  • plan & prepare for meetings and structure an effective agenda
  • gain insight into choosing the right time & place based on meeting type, attendees & necessary outcomes
  • set up meeting spaces for maximum efficiency
  • learn how to incorporate electronic options for remote participants
  • define & assign meeting roles & responsibilities
  • effectively manage the three phases of a meeting — before, during, and after
  • develop the ability to successfully facilitate challenging situations and difficult behaviors
  • understand checklists, tools, and formats for face-to-face and virtual meetings

TRAINING LEARNING CONTENT:

  • Fundamentals of conducting meetings
  • The purpose of meetings
  • Planning meetings
  • Participating in meetings
  • Closing meetings
  • Managing meetings
  • The role of leaders
  • Decisions and ideas
  • Eliminating groupthink
  • Communicating as meeting leaders
  • Communicating clearly
  • Using effective language
  • Listening effectively and asking questions
  • Improving listening skills
  • Asking effective questions
  • Communicating nonverbally
  • Nonverbal communication
  • Interpreting nonverbal communication
·         Model the Way
  • Perceptions and Behaviors Needed
  • Developing Your Emotional Intelligence
  • Prevention and Intervention Techniques
  • “Dreaded Behaviors” Games
·         Summary and Close
– Revisit Challenges and Goals
– Next Actions

DELIVERY MODE:

The trainer will use a variety of training methods including, presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles. Learning is interactive, hands-on, experiential, peer-sharing, reflective and self-directed.

TARGET AUDIENCE IDENTIFIED:

This course is suitable for every member of staff. Managers, Leaders, Supervisors and Individuals who want to improve their ability to run effective meetings.

COURSE FEE:                                                                                             

N75 000.00, this fee covers expert tuition, training kits, souvenirs and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:               September 19-20, 2019

Time:               9 a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.comCall:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

OFFICE ADDRESS:

SPC Patterns Consulting Ltd

2nd Floor, North Wing,

Daily Time Building

3-7, Kakawa Street, Marina Lagos

FURTHER INFORMATION

Certificate of participation exclusive to all participants Subscription to this program is currently open and will stay open until ONE week before the course.

REGISTER
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Ict Fundamentals

September 19-20, 2019

OVERVIEW

Information and communication technologies (ICT) have become fundamental to the functioning of our society, quite like electricity and roads. Participants of this course will learn basic computer concepts and acquire the skills necessary to get started in using personal computers. They will through facilitation-led instruction and hands-on practice, receive a comprehensive introduction to the uses, functions, workings and components of personal computers and peripherals. In addition they will learn Windows techniques, become acquainted with Microsoft offices applications and learn how to access the World Wide Web and the internet. This course will cover all the fundamentals of ICT. It will deal with how information is gathered from the real world, stored in the machines, transmitted from machine to machine. It will talk about how the system figures out your location and your identity. Management of servers and services over the Cloud is another fundamental ability, which will be discussed. This course will be followed by advanced courses, which will take you further into ICT applications.

KEY LEARNING OUTCOMES:

The outcome of attending this program cannot be over emphasized; The participants will be able to:

  • define and identify some fundamental personal computing concepts and terminology, such as hardware components, software, and computer networks.
  • use input devices, including the keyboard and the mouse.
  • describe how the cpu and computer memory process information.
  • identify the purposes of storage devices, and dis-tinguish between types of storage devices.
  • understand and recommend ideal working envi-ronments for computer users.
  • identify several output devices and describe their uses.
  • perform common windows techniques.
  • protect a computer from viruses
  • determine the type of application software to use for a given task.
  • operate a printer.
  • use word-processing and spreadsheet applica-tion software.
  • understand the internet and its common uses

TRAINING LEARNING CONTENT:

  Getting Started Input Devices Processing Storage Output Devices The Operating System Application Software Voice and Data Communication
Location Recognition
Identity Management
Parameter Sensing
Data and Content Management
Knowledge Representation
Data Analytics
Social Networking
Cloud ComputingIntroduction to Computerized Accounting  

DELIVERY MODE:

The trainer will use a variety of training methods including, presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles. Learning is interactive, hands-on, experiential, peer-sharing, reflective and self-directed. Participants will also be assessed individually.

TARGET AUDIENCE IDENTIFIED:

Anyone who wants to get started on the road to computer competence or who is simply interested in finding out more about interesting opportunities offered by the world of computer.

Entry Requirement

  • No minimum educational qualifications are required; however an understanding of written and spoken English is important.
  • A laptop is a prerequisite. 

In-house training

With a customized in-house training solution, you can adapt the course content to suit your business environment and objectives. A company-specific programme typically begins with an onsite needs analysis, allowing the course instructors to tailor the content to meet your team’s development requirements.

INVESTMENT IN KNOWLEDGE                              

N75, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:   2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:                      September 19-20, 2019

Time:                     9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.com

Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course. \
REGISTER
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Pre & Post Retirement Planning

September 12-13, 2019

OVERVIEW

Retirement Planning as an exercise the world over is fraught with many challenges. This workshop approaches the subject of retirement in a practical way, looking at the realities of retirement and helping delegates to develop their own job description. It will help make the transition from work to retirement enjoyable and rewarding. Delegates will develop an action plan to take away and implement to help them take a positive approach to the next phase of their lives. Participants will increase their awareness of the overall risk in the markets as well as possible asset allocation models to help manage exposure to risk. This is not a financial course; but you will leave with the knowl­edge and confidence to make financial decisions suited to your level of risk and in line with the goals and objectives you establish.

KEY LEARNING OUTCOMES:

The outcome of attending this program cannot be over emphasized; The participants will be able to:

  • Understand the development of risk in the markets
  • Strategically allocate your assets in a conservative manner
  • Develop an income plan for your retirement including choosing the optimal distribution strategy for collecting Social Security
  • Know the difference between fixed principal and fixed income assets and how to use them
  • Develop your own financial profile and know what questions to ask a potential advisor
  • Determine your own personal risk tolerance and develop your own retirement budget
  • Manage personal budgeting and finances more effectively
  • Understand their pension provision
  • Look after their health and plan how to spend their time

TRAINING LEARNING CONTENT:

  1. The Problems And Opportunities In Retirement
    1. Retirement Planning Issues: Current Economic/Investment Situations
    1. The ABC Planning Model- The Need for a New Model:
    1. Making Your Own ABC Plan (Investment Portfolio set up)
    1. Personal Budgeting and Management of Finances
    1. Integrating Healthcare into Your Retirement Plan

DELIVERY MODE:

The trainer will use a variety of training methods including, presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles. Learning is interactive, hands-on, experiential, peer-sharing, reflective and self-directed.

TARGET AUDIENCE IDENTIFIED:

The workshop is intended for people who either already know when they wish to retire or who have not yet decided exactly when to retire, but for whom retirement may be an option in the next few years.

INVESTMENT IN KNOWLEDGE                                         

N105, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:   2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:                      September 12-13, 2019

Time:                     9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.com

Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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Corporate Identity & Brand Management

OVERVIEW

How your brand is perceived within your own country, and internationally, whether it stands out from competitors, is more important than ever. This innovative branding master-class helps participants plan, implement, launch and manage an effective brand that wins internal and external support. This short program will boost and refine the competencies of image makers, corporate communication and brand managers by empowering them with up-to-date crisis communication tools. It will feature practical strategic sessions by looking at some organizations that bounced back from crisis that borders on their reputation and brand perception

We look at what brands are, why organisations need one, what value they bring and how to build and manage a brand. Our five days together include lots of real-life examples to inspire participants to create their own brand. It will acquaint participants with the act of reputation management and effective deployment of a robust communication strategy as key to survival in a volatile environment like ours.

This training course will feature:

  • Defining a strategy for your brand
  • Linking branding to corporate vision, mission, values and culture
  • Expressing brand through its image, personality and characteristics
  • Explaining the brand to stakeholders and wining their support and loyalty
  • Sustaining and evolving the brand over time

KEY LEARNING OUTCOMES:

The outcome of attending this program cannot be over emphasized; The participants will be able to:

  • Explain the benefits of branding and how to use a brand to support their organisation’s business purpose
  • Use the principles of branding to develop an effective brand for their organisation, or refine the existing brand
  • Develop support for the brand from a wide cross section of stakeholders including executives, employees, customers, influencers and the media
  • Create a range of print, online, multimedia and face2face collateral to explain what the brand stands for and how to use it
  • Use mechanisms to monitor the brand over time, including performance and perceptions, recommending effective ways of refreshing the brand when needed

TRAINING LEARNING CONTENT:

THE IMPORTANCE OF BRANDING

  • What is a brand?
  • What do leaders expect when they invest in branding?
  • Who owns our brand?
  • How do brands add value to an organization?
  • How to link brand to the organisation’s mission, vision, values and purpose?
  • What should a brand include? – differentiation, relevance, trust, emotion

CREATING AN EFFECTIVE BRAND

  • 8 key criteria for a branding strategy
  • 7 essential elements of a brand’s identity
  • Developing brand values and value propositions
  • Using customer insights to build the brand
  • Creating buyer personas that resonate with customers and potential customers
  • Connecting brand to the past, present and future

DEVELOPING SUPPORT FOR THE BRAND

  • Finding a brand champion from the leadership team
  • Characteristics of great brand champions
  • Empowering employees as brand ambassadors
  • Using celebrities as brand ambassadors
  • Developing fans and bloggers as online brand ambassadors
  • Proving the brand’s worth to shareholders using the international standard ISO 10668

EXPLAINING THE BRAND

  • Developing the branding guidelines
  • Creating the brand manual
  • Running branding workshops for employees and creative agencies
  • Developing a branding communications plan for internal and external audiences
  • Running a brand launch event
  • Ensuring consistent delivery of multiple launch events

PROTECTING THE BRAND OVER TIME

  • Monitoring customers’ experiences and perceptions of the brand
  • Monitoring opinion formers’ and influencers’ views
  • Monitoring what is said in the media
  • Knowing when to refresh the brand
  • Exercise where participants create and present their own brand
  • Action planning to take learning back into the workplace

DELIVERY MODE:

The trainer will use a variety of training methods including, presentations that share both theory and industry best practices with practical sessions in accordance with adult learning and blended learner-centred principles. Learning is interactive, hands-on, experiential, peer-sharing, reflective and self-directed.

TARGET AUDIENCE IDENTIFIED:

This course is recommended for personnel and managers in:

  • Corporate Communications
  • Brand/Marketing
  • Business Development
  • Public Relations
  • Media/Advertising 

INVESTMENT IN KNOWLEDGE                                         

N150, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:                September 4-6, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.comCall:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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Employee Performance Review & Management

July 24-26, 2019

OVERVIEW

 

Annual or Bi-annual performance reviews are a key component of employee development. This is intended to be a fair and balanced assessment of an employee’s performance. Performance Review specifies that the objective of the review is to provide all staff and their supervisors an opportunity to: Discuss job performance, Set goals development, Establish objectives for contributing to overall mission, Discuss expectations and accomplishments. Performance reviews involve all these activities. Thus setting goals and objectives to aim for will give both supervisors and employees a focus, and is one of the key aspects to meeting overall company objectives.  This three-day course will help managers and team leaders recognize their role and contribution to effectively manage performance and conduct at work.

 

KEY LEARNING OUTCOMES:

The outcome of attending this program cannot be over emphasized; The participants will be able to:

  • Shared a common understanding on how performance management systems can be effectively utilised to raise the performance of individuals and teams
  • Enhanced their skills in setting clear expectations and objectively measuring individual performance using objectives and competencies as key measures
  • Identified and practised some performance management strategies and techniques to enhance the performance and motivation in under-performing and high performing team members.

TRAINING LEARNING CONTENT:

  • Creating and sustaining high performance teams
  • Key characteristics of a high performing team
  • Stages of group development
  • Role of team leader in achieving high performance
  • Group ‘shapes’ exercise with review, presentation, individual reflective exercise
  • The principles of performance management
  • Core elements, principles and benefits of an effective performance management framework
  • Performance management cycle and purpose of the annual performance review
  • Organisations’ performance appraisal process
  • Quiz, case study quiz, presentation and group discussion
  • Setting performance measures
  • Objective setting process
  • Setting and communicating performance objectives
  • Identifying core behaviours that drive high performance
  • Presentation, the ‘shoot out’ exercise with facilitated group review, group exercise and discussion
  • Reviewing and assessing performance
  • Reviewing different levels of performance
  • Objectively assessing and rating performance
  • Case study with group learning review and discussion
  • One to one performance review meetings
  • Structuring performance review meetings
  • Giving constructive and motivational feedback
  • Using questions to help employees review their own performance
  • Presentation, skills practice in small groups, group learning review
  • Review and next steps
  • Review of learning and action planning
  • Course feedback
  • The training will be supported with:
  • An optional participant pre-course questionnaire and/or pre-course reading on managing performance
  • A colour printed workbook with performance management tips, techniques and space for personal notes
  • An optional “performance guide” summarising the key points

DELIVERY MODE:

The trainer will use a variety of training methods, including small group discussions, individual reflection, group sharing exercises, case studies, and work related role-play.  Videos clips will be used to highlight key concepts.

TARGET AUDIENCE IDENTIFIED:

This course is recommended for:

  • Line managers and supervisors who are held accountable for the performance of the organization and its employees.
  • Human Resources professionals who are responsible for the design and implementation of performance management systems.

INVESTMENT IN KNOWLEDGE                                         

N120, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:                July 24-26, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.com

Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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Property & Premises Management

July 17-19, 2019

OVERVIEW

Well-trained facility managers are increasingly sought after with the rapid increase in high-density living and the development of larger and more complex infrastructure projects. This three-day course  is designed to help property & premises managers develop a full understanding of managing and maintaining facilities & premises and efficiently procure building and maintenance work. The course will explain how to effectively manage the premises and facilities to achieves value for money, such as reducing energy consumption and how to effectively survey and inspect building condition, suitability & accessibility of premises.

This 3-day comprehensive course also covers current health & safety regulations including fire, water, electrical & gas safety as well as managing risk assessments in small businesses. The course takes a practical approach to statutory compliance and assessing health & safety risks.

KEY LEARNING BENEFITS

The benefits of attending this program cannot be over emphasized; participants will be able to

  • present a working definition of property & premises management.
  • distinguish between an organisation’s core and non-core business and appreciate the relationship between the two.
  • describe the range of services covered by facilities management.
  • understand why different organisations will have different facilities management needs.
  • explain the importance of developing a formal strategy for facilities management.
  • describe the three key stages to creating an effective property management strategy and implementation plan.
  • understand the need to gain a complete financial picture of the direct and indirect costs of both in-house and outsourced service provision.

TRAINING LEARNING CONTENT

Managing Premises and Facilities
• Accessibility, suitability, design and layout
• Building condition surveys and inspections
• Leases, letting and sharing space
• Reducing energy consumption and providing renewable supplies
• Town planning, building regulations and boundary issues
• Security and emergency plans

Maintaining Premises and Facilities
• Good practice in building maintenance
• Common building defects – causes, remedies and prevention
• Maintenance programmes, prioritising and budgeting
• Benchmarking costs

Procuring Building and Maintenance Work Efficiently
• Negotiating with builders and consultants
• How to organise repairs, maintenance and servicing
• How to organise building alterations and extensions
• Managing contracts for running the premises

Managing key risks to health & safety pragmatically
• Health and safety in small businesses
• Workplace risk assessments
• Fire Safety
• Water hygiene and safety
• Electrical and gas safety

DELIVERY MODE:

The trainer will use a variety of training methods, including small group discussions, individual reflection, group sharing exercises, case studies, and work related role-play.  Videos clips will be used to highlight key concepts.

TARGET AUDIENCE IDENTIFIED

This course is specially designed for premises and Facilities Managers, Operations Supervisors, Chief Operating Officers and Line supervisors

INVESTMENT IN KNOWLEDGE                                         

N120, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:                July 17-19, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.com

Call:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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Marketing Skills & Relationship Management

July 10-12, 2019

OVERVIEW

Marketing is integral to business. It’s what promotes your product or services, message, and brand to the consumer. It grabs their attention, attracts them and makes them want to buy from you. And the more people do business with you the more your organization is able to grow to the scale you want. On the flip side Customer relationship management allows you to meet and exceed your customers’ expectations. Satisfied customers become repeat customers and often increase their spend; they are also the best source of word-of-mouth referrals. There is no better salesperson than a loyal customer.

In this three-day course, sales professionals will be able to balance and separate marketing opportunities and relationship management by approaching each routine as two. To help companies achieve this end, participants will learn how to refocus your business to concentrate on your customers to build long lasting relationships that allow you to beat the competition.

KEY LEARNING OUTCOMES:

The outcome of attending this program cannot be over emphasized; The participants will be able to:

  • Gain high value–added contacts and businesses
  • Integrate selling techniques with relationship management strategies.
  • Align marketing strongly in all departments.
  • Track relationship market results.
  • Utilise marketing and relationship management skills for renewed advantage.

TRAINING LEARNING CONTENT:

DAY ONE

• Why relationship marketing?

• Marketing is everyone’s job

• Account Strategy:

o Account Mission Statement

o Account Goals

o Product Volumes

o Revenue Targets

o Resource Decision

• Relationship Strategies:  

o Customer Targeting

o Key Events

• Measurement Guides to Assess Relational Depth

• Working as a Team.

DAY TWO

• Relationship Capabilities:

o Profiling Key Businesses

o Long Prospecting Cycles

o Customer Service Cycle

• Objectives of the Relationship Manager

• Key Responsibilities of the Relationship Manager

• Work Values  of the Relationship Manager

• Social Values of the Relationship Manager.

DAY THREE

• Personal Selling Results:

o High-Performance Selling

o The World-Class Marketer

o Selling v. Marketing

• Life-long Relationship:

o Short/long term opportunities

o Key players/priorities/politics

o Areas of weakness/vulnerability

o Economics of the business

• Conducting a Relationship Audit:

o Evaluating the Partnership

o Account Contacts

o Level of Trust

o Sharing of information

o Knowledge of Lifestyle/Social Contact.

• What A Poor Relationship Manager looks like.

DELIVERY MODE:

The trainer will use a variety of training methods, including small group discussions, individual reflection, group sharing exercises, case studies, and work related role-play.  Videos clips will be used to highlight key concepts.

TARGET AUDIENCE IDENTIFIED:

This course is recommended for:

  • Market facing officers & Managers
  • All employees who are involved in dealing competitively with corporate and other clients.

INVESTMENT IN KNOWLEDGE                                         

N105, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:                July 10-12, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.comCall:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690 

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.
REGISTER
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Inventory & Warehouse Operations Management

Inventory

June 20-21, 2019

Warehouses/distribution centres play a pivotal role in today’s logistics and supply chain systems, especially when we consider the manufacturing in a global environment and increasing online shopping. When operating a warehouse/distribution centre, how to improve the operational efficiency while minimizing the warehousing costs confronts every logistics/warehousing manger. Assume that you are a logistics/warehousing manager and receive the request from the senior management team that you have to reduce the inventory cost by 20% within the next 12 months. How will you break this financial target into the inventory levels of many thousands of products in your warehouses?

This unit delivers the knowledge of warehousing and inventory management in a comprehensive way: from warehousing processes to critical operations, from storage and material handling technologies/equipment to software systems, from technical to managerial solutions.

This  2-day training will feature:

  • Effectively manage warehouse operations
  • Achieve maximum performance in inventory management
  • How to eliminate waste in processes and stock
  • Improve the stock control of spares
  • Understand the principles of Export and Import Logistics

KEY LEARNING BENEFITS

The benefits of attending this program cannot be over emphasized; participants will be able to

  • Learn to improve performance in the stores function
  • Consider how to utilize the most modern inventory techniques
  • Discover the importance of dynamic supply chain management
  • Develop their skills in managing stores and inventory personnel
  • Master techniques for dealing with operational challenges
  • Plan for export and import logistics
  • Optimize Inventory Levels
  •  Build an Inventory Management Plan
  • Design & Manage Warehouse Operations
  • Increase Accuracy, Traceability & Reduce Parts Variety

TRAINING LEARNING CONTENT

Day 1

  • Introduction – Review of the “Fundamentals”
    –      What is Inventory Management – Working Capital Cycle
  • Why is Inventory Management important
  • Why keep Inventory
  • How much Inventory to Keep
  • The Financial Implications of Holding Inventory
  • The Cost of not holding enough Inventory
  • The Role of the Inventory Manager
  • Exercises / Practical Application to Workplace

  • Setting the Stage for Effective Inventory Management
    –      Introduction to Effective Inventory Management
  • Inventory Management& the Supply Chain Strategy
  • Demand Forecasting
  • Lead time Management
  • Exercises / Practical Application to Work / Questions & Answers
  •  Understanding SAP Fundamentals & Terminology
  • Inventory Planning
  • Introduction to Inventory Planning
  • Service Level Policies – OTIF
  • Inventory Categorization Techniques –
  • Traceability and Variety Reduction
  • Inventory Coding Systems
  • The Inventory Management Plan
  • Group Discussion / Practical Application to Work

Day 2

  • Inventory Operations
     –     Introduction to Inventory Operations
  • Monitoring Movements– Inventory Accuracy
  • Measuring and Valuation of Inventory
  • Receipt & Issuance of Inventory
  • Systems to Replenish Inventory
  • How Much to Order – EOQ,
  • When to Place an Order – ROP, JIT
  • Exercises / Practical Application to Work
  • Warehouse Planning & Systems
  • Introduction to Warehouse Planning & Systems
  • Warehouse Location & Acquisition Options
  • Warehouse Design
  • Warehouse Layout
  • Materials Handling & Equipment
  • Warehouse Operations
  • Record Keeping & Communication
  • Perpetual Systems/Continuous Review Systems
  • International Quality Standards
  • Physical Inventory & Cycle Counting
  • Exercises / Practical Application to Work

TRAINING METHODOLOGY

This training course will utilize a variety of proven highly interactive adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. Participants will learn by active participation during the programme through the use of the programme manual, exercises, training videos and discussions of “real life” issues in their organization.

TARGET AUDIENCE IDENTIFIED

This training is suitable to a wide range of professionals but will greatly benefit the following individuals:

  • Stock, Warehouse and Logistics/Distribution Professionals
  • Non-warehouse people who need to gain an awareness of the issues and key drivers of stock control operations
  • Personnel involved in export and import logistics

INVESTMENT IN KNOWLEDGE                                         

N120, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, feeding (tea break, lunch (buffet) throughout the duration of the Programme.

DOCUMENTATION

Diverse documentation is used during the training sessions for assistance and reference.

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:               June 20-21, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.comCall:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.

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Training Needs Analysis (TNA)

JUNE 26-28, 2019

OVERVIEW

 

As organisations continue to face global financial difficulties, it brings added pressure on the Learning & Development Profession to ensure that training is both effective and focused. The focus of an organisation has to be on successfully achieving its objectives. It is imperative for staff  to be trained in the knowledge and skills that are needed in order to reach those goals. When training misses the mark, more often than not the fault lies right at the beginning – in the way needs were identified in the first place. Correct training needs analysis helps to address this and enables effective training plans to be put in place.

In this three-day course, we will explore all aspects of Training Needs Assessment so that you will be better equipped to respond effectively to requests. This course is designed to help you achieve excellence in this arena by enabling you to identify the gap between current and desired organisational and individual performance by ensuring that new challenges and opportunities are matched with the right training.

KEY LEARNING OUTCOMES:

The outcome of attending this program cannot be over emphasized; The participants will be able to:

  • Recognize the relationship between Training Needs Analysis (TNA), Performance Management and the links to strategy and organisation effectiveness
  • Understand the application of TNA principles within the context of your organisation.
  • Be able to analyse with line management the issues they are facing and develop training interventions that bring solutions.
  • Be able to apply a range of tools, techniques and methodologies facilitating effective Training Needs Analysis (TNA) using corporate, group and individual inputs.
  • Have developed an action plan for implementing Training Needs Analysis (TNA) strategy for your organisation

TRAINING LEARNING CONTENT:

  • Training Needs Analysis (TNA) at Organizational, Team and Personal levels
  • Learning or training. Does it matter?
  • Why identify and analyse training needs?
  • Learning and organisational effectiveness
  • Learning and organisational strategy & planning
  • Analysis of current training needs in your organisation
  • Identifying Team maturity and development needs
  • Tools for identifying needs
  • Performance management and training needs
  • The role of competency models
  • Training, what are the options?
  • The role of Job specs, appraisals etc.
  • Personal development and action planning.

DELIVERY MODE:

The trainer will use a variety of training methods, including small group discussions, individual reflection, group sharing exercises, case studies, and work related role-play.  Videos clips will be used to highlight key concepts.

TARGET AUDIENCE IDENTIFIED:

This course is recommended for:

  • HR managers, Officers, Executives
  • Training managers
  • Experienced & New instructors
  • Administrators,
  • And those who wish to improve their skills.

INVESTMENT IN KNOWLEDGE                                         

N120, 000.00, this fee covers expert tuition, training kits and brochure, souvenirs and certificate of completion, and feeding (tea break, lunch (buffet) throughout the duration of the Programme

OTHER DETAILS

Venue:             2nd Floor

Lagos Chambers of Commerce & Industry Building (LCCI)

Bola Tinubu Way, Beside Marwa/MKO Garden

Alausa Ikeja,

Lagos,

Date:               June 26-28, 2019

Time:               9a.m. Daily

HOW TO REGISTER

E-mail: training@spcpatternsconsulting.comCall:  +234 805 444 8597 +234 708 503 9947 +234 809 631 1690

Pay in favour of SPC PATTERNS CONSULTING into the following banks
GTBANK – 0003651617
FCMB – 2733813011

Print & Send Brochure form with a draft in favour of SPC PATTERNS CONSULTING

FURTHER INFORMATION

  • Certificate of participation exclusive to all participants
  • Subscription to this program is currently open and will stay open until one week before the course.

Read More