SIGN UP NOW

Sign up with your email to get more information

Sending ...

LiFE ACADEMY (LA) is backed by a team of experienced and dedicated instructors and trainers with expertise in all aspects of professional qualification training. Lauded as a PSMB registered training provider, we offer a wide array of well-rounded education and training programmes for workers across diverse sectors to pursue continuous professional development.

These public workshops / talks are interactive and intensive half day or full day sessions with unique modules focusing on industry-relevant topics.

LiFE Academy offers a range of training areas of:

ISO 14001 2015

Introduction
ISO 14001:2015 specifies the requirements for an environmental management system that an organization can use to enhance its environmental performance. ISO 14001:2015 is intended for use by an organization seeking to manage its environmental responsibilities in a systematic manner that contributes to the environmental pillar of sustainability. Audit is the method used to gauge the effectiveness of the organization’s environmental management system.
An effective Environmental Management System audit provides a solid framework for meeting customer challenges and realizing benefits such as environmental protection, resource conservation and improved energy efficiency and at the same time meeting the requirements of ISO 14001:2015.
This training has been specially designed to teach and guide on how to conduct an internal audit for ISO 14001:2015. Participants will be taught end to end audit process i.e. on how to initiate an audit, prepare and conduct audit activities, compile and distribute audit reports and complete follow-up activities.

Course Objectives
Upon completing this training, participants will be able to:

  • Learn how to audit the processes of an ISO 14001:2015 Environmental Management System (EMS).
  • Prepare, conduct and follow-up on ISO 14001:2015 audit activities
  • Identify and apply the benefits and requirements of an ISO 14001:2015 audit
  • Gain the skills to assess an organization’s capability to manage its EMS
  • Write factual audit reports and suggest corrective actions.

Course Content

  1. Introduction
    • Objectives & Definitions

  2. What is ISO 14001:2015 Environmental Management System
  3. Background of ISO 14001:2015 Environmental Management System
  4. Understand the requirements of ISO 14001:2015
  5. Effectiveness of ISO 14001:2015 Environmental Management System
  6. What is Audit:
    • Types of Audit
    • What is Internal Audit
    • The importance of Internal Audit

  7. Guidelines of management system auditing according to ISO 19011:2011
  8. Application of auditing guidelines to ISO 14001:2015
  9. Initiating, preparing and conducting audit activities
  10. Preparing and distributing the audit report
  11. Completing audit and follow-up
  12. Final Review
    • Wrap-up and Evaluations

    Methodology
    Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

    Who should attend
    Anyone interested and involved in the auditing, maintaining or managing an ISO 14001:2015 EMS.

Effective Minutes Taking and Report Writing

Introduction

Minutes taking is an essential part of business meetings. The minute taker must be skilled at producing clear and concise minutes to support the business as meeting minutes serves as an official document for decision making, what actions to be taken, who to take charge and when the particular action to be taken. In addition, meeting minutes also serves as support to decision making around policies, procedure, finance, staffing, etc. and to provide clear information to those who are unable to attend the meeting. On the other hand, report is essential in any business environment to present information in an organized and systematic manner for a specific audience and purpose. Report writing is the presentation of a structured document that precisely describes, and examines an event. This training will enable participants to understand the minutes taking process and report writing and enable the participants to fulfill their roles professionally and confidently.

Learning Outcome

  • Use a high impact and clear writing style that delivers your true meaning as quickly and effortlessly as possible
  • Write condensed and effective summaries of reports that highlight key points and the importance of the information
  • Decide on an appropriate writing style for each report based on the audience and your own preferred style
  • Write in clear and effective language which is easy to read, understand and act on

Course Contents
Introduction
The purpose, the importance, the role of minute taker and basic detail

Pre-meeting
The preparation – agenda, facilities, logistic, documents, etc.

During the meeting
Effective minutes taking, the focus, and organization, dos and don’ts, etc.

Post meeting
Producing an official minutes document, writing style, format, structure, etc.

Report writing
The purpose, characteristics of a good report, format and structure.

Methodology

Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend
Perfect for busy administrators, secretaries or PA’s, the KSL minute taking course suits people with all levels of experience, who wish to improve their effectiveness at producing minutes of meetings. In addition, the training includes practical exercises to help build your confidence as a minute take

Summarise your Data and Perform Powerful Lookups with Excel

Introduction
Managing data systematically and logically is very important to produce a proper report. The latest Microsoft Excel offers more features and enhancements to better manage your spreadsheet. In this Level, we will see how the basic knowledge of Excel will be used to support advanced results.

Course Objectives
Upon completion of this program, participants should be able to:

  • Import data from other sources.
  • Use various Statistical functions for reporting.
  • Use various Logical functions for reporting.
  • Use various Lookup & Reference functions for reporting.
  • Group and summarise data using PivotTable.

Prerequisites
Completed Excel Intermediate Level training or have mastered the following skills:

  • Perform various cell locking methods.
  • Use various Statistical functions for reporting.
  • Apply data filters.
  • Apply data standardisation.

Course Outline

Chapter 1: Managing Data – Part 2

  • Import data from other sources
  • Embedding data from other sources
  • Remove duplicate data
  • Housekeeping inconsistent data

Chapter 2: Using Functions – Part 2
Lesson 2.1: Obtain Statistical Report

  • SUMIFS Function
  • COUNTIFS Function

Lesson 2.2: Testing Data

  • IF Function
  • Nested IF Function
  • IFERROR Function
  • AND Function
  • OR Function
  • NOT Function

Chapter 3: Using Table – Part 2

  • Performing Advanced Filter

Chapter 4: Using PivotTable
Lesson 4.1: Introduction to PivotTable

  • Creating a PivotTable
  • Adding and removing Fields
  • Applying a Style
  • PivotTable Style Options
  • Changing the Layout

Lesson 4.2: Massaging the Data

  • Expanding and Collapsing data
  • Grouping data
  • Sorting data
  • Filtering data

Lesson 4.3: Modifying Field Settings

  • Modifying Number Formats
  • Modifying Subtotals
  • Modifying Raw Data
  • Updating PivotTable
  • Adding Additional Formulas

Chapter 5: Lookup & Reference Functions
Lesson 5.1: VLOOKUP Function

  • VLOOKUP Exact Match
  • VLOOKUP Approximate Match
  • Enhancing your VLOOKUP

Chapter 6: Automating Excel Tasks
Lesson 6.1: Introduction to Macros

  • Understanding the usage of Macros
  • Recording a Macro
  • Running a Macro
  • Using Graphics to run a Macro
  • Viewing Macro codes
  • Saving Macro files

Methodology
This program will be conducted through interactive lectures, practical exercises and group assignments.

Who should attend
This course is suitable for Administrative staff such as Human Resource, Sales and Marketing, Technical staff such as Engineers, IT and Analysts as well as Managers of all levels.

Essential Formulas and Data Management with Excel

Introduction
Managing data systematically and logically is very important to produce a proper report. The latest Microsoft Excel offers more features and enhancements to better manage your spreadsheet. In this Level, we will explore the some of the essential features up till the intermediate usage of Functions, Table and Graphics to generate and analyse reports.

Course Objectives
Upon completion of this program, participants should be able to:

  • Format data.
  • Perform AutoFill.
  • Use formulas and functions.
  • Use various Statistical functions for reporting.
  • Use various Logical functions for reporting.
  • Use colours to spot important trends and data.
  • Apply data filters.
  • Apply data standardisation.

Prerequisites
Have started using Excel and able to perform the following:

  • Open and Save an Excel file.
  • Enter, edit and delete data.
  • Cut, copy and paste data.
  • Insert and delete Rows and Columns.

Course Outline

Chapter 1: Managing Data – Part 1
Lesson 1.1: Essential Skills

  • Formatting Cells
  • Using Format Painter
  • Sorting Data
  • Custom Sorting Data
  • Using Auto Fill

Chapter 2: Performing Calculations
Lesson 2.1: Mathematic Calculations

  • Addition, Subtraction, Multiplication and Division

Lesson 2.2: Using AutoSum Functions

  • AutoSum data
  • Inputting Formulas

Chapter 3: Using Functions – Part 1
Lesson 3.1: Locking Cell References

  • Relative vs Absolute Cell References
  • Mixed Cell References

Lesson 3.2: Obtain Statistical Report

  • AVERAGE Function
  • AVERAGEA Function
  • COUNT Function
  • COUNTA Function
  • SUMIF Function
  • COUNTIF Function

Chapter 4: Using Table
Lesson 4.1: Working with Table

  • Creating a Table
  • Using the Table Tools
  • Formatting Table
  • Table Style Options
  • Adding Total Row

Lesson 4.2: Filtering Data

  • AutoFilter
  • Custom AutoFilter
  • Wildcard Filter

Chapter 5: Styling your Report
Lesson 5.1: Conditional Formatting

  • Highlight Cells Rules
  • Top/Bottom Rules
  • Using Bars, Color Scales & Icon Sets
  • Adding Multiple Rules
  • Editing Existing Rules
  • Sequencing Rules
  • Creating Rules using Formula

Lesson 5.2: Charts

  • Formatting Charts
  • Creating a Combo Chart
  • Manipulating Chart Display

Chapter 6: Managing Data
Lesson 6.1: Data Validation

  • Apply basic Data Validation
  • Edit Validation settings
  • Using Formulas as Data Validation

Chapter 7: Finalising Your Workbook
Lesson 7.1: Page Setup and Print

  • Print Preview
  • Page Settings
  • Margin Settings
  • Inserting Header & Footer

Methodology
This program will be conducted through interactive lectures, practical exercises and group assignments.

Who Should Attend
This course is suitable for Administrative staff such as Human Resource, Sales and Marketing, Technical staff such as Engineers, IT and Analysts as well as Managers of all levels.

5S – Understanding & Implementing

Introduction
An observant workplace management expert can determine the caliber of a company in five minutes or less by visiting the plant and taking a good look at housekeeping conditions, especially in the area of housekeeping and waste elimination.

5S is a systematic approach of a good housekeeping. Good housekeeping involves the principle of waste elimination through workplace organization. 5S is the core element of “lean thinking” and “visual workplace”.

This training program is specially designed to provide participants with an understanding of 5S and its principles. Participants are able to learn how to adopt and incorporate 5S into their organization in order to improve the quality of their work, products and services and also improve the overall productivity if their organization.

Learning Outcome
Upon completing this training, participants will be able to:

  • Learn and understand the 5S concept
  • Understand what is kaizen and its importance
  • Learn about waste management and the universal types of waste
  • Learn the benefits of 5S and the resistance to 5S
  • Learn the elements of 5S
  • Learn and understand the housekeeping steps in 5S
  • Learn the details of Gemba Walk
  • Learn and apply Visual Management at workplace

Course Content

1. Introduction

  • Objectives & Definitions

2. Improving and Sustaining the Performance of an Organization

3. Kaizen

  • What is Kaizen?
  • Kaizen – A Necessity for the Industry

4. Introduction to 5S

  • The “5S” Philosophy
  • What is 5S?
  • Philosophy of 5S
  • 5S Lean Workplace
  • Benefits of 5S
  • Resistances to 5S

5. Waste Management

  • The Seven Types of Waste

6. Elements of 5S & What Does 5S Mean?

  • Seiri – Sort
  • Seiton – Set in order
  • Seiso – Shine
  • Seiketsu – Standardize
  • Shitsuke – Sustain

7. What Does 5S Mean?

  • Safety @ Senshu @ Selamat
  • Sort @ Seiri @ Sisih
  • Set in Order @ Seiton @ Susun
  • Shine @ Seiso @ Sapu
  • Standardize @ Seiketsu @ Seragam
  • Sustain @ Shitsuke @ Sentiasa Amal

8. Gemba Walk

  • What is Gemba Walk?
  • Gemba Walk Guidelines
  • 12 Steps to Gemba Walk

9. Visual Management

  • What is Visual Management and Control?
  • The Importance of Visual Management and Control
  • The tools for Visual Management and Control

10. Course summary and evaluation

Methodology
Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend

Anyone who is interested in learning about 5S Housekeeping System, understanding the system and implementing it effectively at workplace.

Behavioral Based Safety (BBS)

Introduction
Behavioral Based Safety (BBS) is the “application of science of behavior change to real world safety problems” or “A process that creates a safety partnership between management and employees that continually focuses people’s attentions and actions on theirs, and others, daily safety behavior.” BBS “focuses on what people do, analyzes why they do it, and then applies a research-supported intervention strategy to improve what people do”. At its very core BBS is based on a larger scientific field called organizational behavior management.

BBS is a scientifically-based set of strategies designed to help workers engage in safe behaviors more reliably. It involves observations (usually peer-to-peer), real-time feedback and recognition for improvement. When implemented properly, BBS is very effective and has improved safety for thousands of organizations.

This training is specially designed to train the participants on how to build a culture of Behavioral Based Safety (BBS) focuses an employee’s attention and actions on daily safety behavior at workplace.

Objectives
At the end of this program participants will be able to:

  • Learn what is Behaviour Based Safety (BBS)
  • Understand Total Safety Culture what are the Key Principles to Effective Behavioral Management
  • What is Behavior Based Safety?
  • Learn and understand the benefits of BBS and the key factors for successful BBS Implementation
  • Identify the major components of BBS
  • Understand what are the requirements of BBS
  • Learn and understand the 4 Phases of BBS Implementation

Course Content

1. Overview

  • Course Objectives & Definitions

2. Introduction

  • Introduction to Safety & Health
  • Introduction to Occupational Safety & Health (OSH)
  • Safety & Health Principles
  • Safety & Health System
  • OSHA Act 1994 – Philosophy

3. Overview of Behaviour Based Safety (BBS)

  • History of BBS
  • Total Safety Culture
  • Key Principles to Effective Behavioral Management
  • Achieving A Total Safety Culture Shift Requires Paradigm Shift
  • Best Practices for Making Long Term Changes in Behaviour

4. Behaviour Based Safety (BBS)

  • What is Behavior Based Safety?
  • Benefits of BBS
  • What Effects BBS?
  • Key Factors for Successful BBS Implementation
  • Why BBS?
  • Major Components of BBS
  • BBS Requirements
  • Seven Important Things to Know

5. Implementation Phases of BBS – 4 Phases

6. Process to Locate Safety Problems

7. Focus of BBS

  • BBS Basics
  • BBS Process
  • BBS Assessment Techniques
  • BBS Development Strategy
  • Implementation Strategy
  • Evaluation & Continuous Improvement

8. Final Review

  • Wrap-up and Evaluations

Methodology
Lectures, case studies, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend

Anyone who is interested in learning about Behaviour Based Safety (BBS) and implementing it at workplace.

Effective Logistic & Supply Chain Management

Introduction
Logistics management and Supply Chain Management become of utmost importance in modern business with the increase in globalization and the importance of highly-performing value chains.

Supply chain management (SCM) is the broad range of activities required to plan, control and execute a product’s flow, from acquiring raw materials and production through distribution to the final customer, in the most streamlined and cost-effective way possible.

This course equips participants with the knowledge and practical skills in logistics operations and will learn what supply chain management is and how it can be a key component in organizational success. The course will include areas such as inventory control; materials management; warehouse operations as well as management techniques, best practices and many more.

Learning Outcome
Upon completing this training, participants will be able to:

  • Understand the meaning of Logistics Management & Supply Chain Management
  • Understand the definition and functions of warehouse and inventory
  • Learn and understand what is an effective warehouse & inventory management
  • Learn the inside of material management
  • Identify and learn the 10 tips on house to management warehouse & inventory

Course Content

1. Introduction

  • Objectives & Definitions

2. Overview of Supply Chain & Logistics

  • What is Supply Chain Management (SCM)?
  • What is Logistics Management?
  • Supply Chain Structure
  • Phases in Logistics
  • Flows in Supply Chain / Logistics

3. Logistics and Supply Chain Management

  • The role of Information Systems and Technology in SCM
  • Managing the Flow of Materials Across the supply Chain
  • Developing and Maintaining Supply Chain Relationships

4. Inventory

  • What is an inventory?
  • Reasons to Hold Inventory
  • Types of inventory
  • Inventory Flow
  • o Inbound
    o Outbound

  • Push and Pull concepts

5. Warehouse

  • What is a warehouse?
  • What is warehouse management?
  • The Role of Warehouse in Logistics Systems
  • Benefits of Warehouse Management

6. Effective Warehouse & Inventory Management

  • What is Warehouse & Inventory Management?
  • Importance of Warehouse & Inventory Management
  • Objectives of Efficient Warehouse & Inventory Management

7. Material Management

  • Material Management is a Balancing Act
  • Aim of Material Management
  • Purpose of Material Management
  • Four Basic Needs of Material Management
  • Logistical Components in Material Management

8. 10 tips for Warehouse & Inventory Management

  • Good Warehouse Inventory Management Starts with Upkeep
  • Know your High Sellers
  • Utilize Cycle Counts
  • Minimize Unauthorized Traffic
  • Make Room for Receiving
  • Label Everything
  • Implement Quality Control
  • Practice Priority Picking
  • Finish Right, Start Tight
  • Work on Warehouse Organization

9. Final Review

  • Wrap-up and Evaluations

Methodology
Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend

Anyone interested in learning about Effective Logistic & Supply Chain Management.

Supervisory & Leadership Skills

Introduction
This Supervisory and Leadership Skills training covers the essential components to become effective supervisors, team leaders and managers. It is designed for those who must interact with people at all levels within an organization (peers, supervisors, direct reports, customers and other stakeholders). The dynamic format combines in-depth lectures, extensive participant interaction through group activities and exercises to transfer the knowledge and skills necessary to effectively deal with real world situations.

In addition, this program will look at how supervisors and managers can effectively deal with the various situations that arise between their staff and within their teams. By providing participants with the conceptual framework, self-awareness and team development skills necessary, they will be able to develop and to successfully lead higher performing cohesive teams.

This program looks to address the critical skills to get the job done in the most efficient and effective manner possible. This fast-paced experiential training is ideal for those wanting to improve skills in an environment where they can quickly and efficiently learn to apply the skills to achieve immediate business results.

Course Objectives
Upon completing this training, participants will be able to:

  • Demonstrate an awareness of how our personal style impacts others,
  • Apply influence strategies to motivate others,
  • Determine the appropriate strategy to use to improve interaction and results during conflict situations,
  • Apply human behavior concepts to deal effectively with staff,
  • Recognize the role and impact of culture on human interaction,
  • Effectively manage peers, colleagues and subordinates to achieve results.

Course Content

1. Introduction

  • What is Supervisory & Leadership Skills?
  • Breakdown definition of Supervisory & Leadership Skills

2. Who is a Supervisor?

3. Four Fundamental Tasks of Supervisors

4. Building Good Working Relationships

5. The Supervisor’s Role

6. Types of Supervisory Skills

  • Categorizing the Skills
  • Relative Importance of Types of Skills for Different Levels of Managers

7. General Functions of the Supervisor

  • Planning
  • Organizing
  • Staffing
  • Leading
  • Controlling
  • Relationships among the Functions

8. Supervisor Responsibilities

  • Responsibilities in a Changing Organization
  • Responsibilities and Accountability
  • The Supervisor’s Responsibilities as Team Leader

9. Characteristics of a Successful Supervisor

  • The Effective Supervisor

10. Leadership

  • Definition of Leadership
  • Leadership and Responsibility
  • Leadership Observations
  • Leadership Fitness
  • Leadership Capabilities
  • Leadership Practices

11. Communication is an Important Tool for Leadership

  • Components of Communication
  • The Communication Process
  • 360 Degree Communication Framework
  • Two Key Communication Skills
  • Basic Interpersonal Communication Model
  • Elements of Communication
  • Message Influences
  • Reflective Listening
  • One-way vs. Two-way Communications
  • Five Keys to Effective Communication
  • Barriers to Communication
  • Steps for Improving Communication
  • A B C of Communication
  • 5 Cs of Good Communication

12. Coaching, Counseling, and Mentoring

  • Three Supervisory Roles

13. Delegation

  • Three Aspects of Delegation
  • Tips for Effective Delegation

14. Characteristics of a Successful Supervisor

  • Basics of Effective Counseling

15. Mentoring

  • A Mentor
  • Benefits of Mentoring

16. Motivation

  • Motivation
  • Abraham Maslow: Hierarchy of Needs
  • How to Motivate Employees

17. Approaches for Developing Positive Behavior among Employees

  • Managing Change Effectively
  • Phases of Shifts in Employee Attitudes and Behaviors
  • Reasons People Resist Change
  • Problem-Solving Steps

Methodology
Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend

This training is ideal for team-leaders, new supervisors and managers or for anyone wishing to move into a higher management role.

Lean Kaizen

Introduction
Lean Kaizen is a simplified approach to Process Improvement. Lean is a methodology that eliminates waste and boosts efficiency. Kaizen means continuous improvement.

This training has been specially designed to teach and guide on how to get rid of waste and continuously implement best practices by merging both Lean and Kaizen philosophies.

Course Objectives
Upon completing this training, participants will be able to:

  • Understand the definition and concept of Lean and Kaizen philosophies
  • Learn the application of traditional Kaizen
  • Learn and understand on how Kaizen projects help pave the way on the lean journey
  • Learn how to use Kaizen effectively to reduce cost, defects, cycle time, and other waste
  • Learn Kaizen methodology and the application techniques
  • Apply Kaizen events successfully at workplace
  • Develop Kaizen teams at workplace and facilitate the activities to develop improvement projects
  • Cultivate the Lean culture and transformation in the organization

Course Content

1. Introduction

  • Objectives & Definitions

2. Lean and Kaizen philosophies

  • What is Lean Manufacturing concept?
  • What is traditional Kaizen?

3. Develop Lean as a Culture in the Workplace

  • The Pros and Cons of Developing a Lean Culture

4. Kaizen: Developing a Culture of Continuous Improvement

  • Kaizen Team at workplace
  • Kaizen Events at workplace

5. Incorporating Lean concept into Kaizen

6. The benefits of Lean Kaizen

7. Implementing Lean Kaizen with PDCA

8. Waste

  • What is waste?
  • The Seven Types of Wastes
  • Practical ideas how to identify the wastes at workplace and reduce them continuously

9. 5S

  • What is 5S?
  • Why 5S?
  • Steps of performing 5S at workplace

10. Kaizen Steps based on Lean Concept

  • Step by Step Approach
  • Effective Implementation Plan

11. Final Review

  • Wrap-up and Evaluations

Methodology
Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend

Anyone interested in learning about Lean Kaizen

The Art of Presentation

Introduction
Presentation skills are important to business and individual success, leadership, reducing stress, public image and time management. Poor presentation skills will ruin the whole presentation and fail to achieve the purpose of the presentation. Hence, this course provides techniques and strategies in delivering an effective presentation that is engaging and motivating.

Learning outcome
By the end of the course, the participants will be able to obtain better insight of an effective presentation and enable them to present professionally and confidently. In addition, participants will have the opportunity to make a short presentation and feedback will be given on their presentation for enhancement purpose.

Course Content

1. Introduction

  • Overview of speaking publicly
  • Types of presentations
  • The significance on an effective presentation
  • Challenges in public speaking
  • Principles of L.O.V.E
  • Common mistakes by the presenter
  • Three ingredients of a presentation

2. 6 Ps of Presentation

  • Purpose
  • o Setting goal and outcome
    o Using ‘Towards Language’ instead of ‘Away From Language’

  • Plan
  • o Using ‘Open Questions Model’
    o Understand your target audiences/participants
    o Facilities and equipment
    o Logistics

  • Prepare
  • o Structure of a good presentation
    o The beginning
    o The middle
    o The end
    o Guides on visual-slides
    o Presentation kit

  • Practice
  • o Practice makes perfect
    o Effective practicing techniques

  • Present
  • o The fundamentals and first impression
    o Presenting your speech with confidence
    o Alignment of words, tone and body language
    o Use of sensory language
    o Use props and visual aids
    o Maintaining interest
    o Handling your audiences
    o Q&A session

  • Progress
  • o Progressive feedback model

Methodology
An opportunity to put the skills learnt into practice. Participants will work in groups to discuss on a topic at their interest and to conduct a presentation session in Day-2 by applying the effective delivery techniques. Feedback will be received from the trainer for improvement purpose. The workshop is interactive, skills-based, dynamic and attains personal coaching from the trainer.

Who should attend

To those that would like to overcome your anxiety about presenting to groups, and would like to take part in client presentations and meetings

Strategic Total Quality Management

Introduction
TQM uses business strategy, data and communication across different business units to build quality into the culture and processes of the organisation. It creates an environment that allows the organisation’s participation in planning and implementing continuous improvement process to meet customer needs.

Learning outcome
To introduce the TQM technique and style of management, compared to theory of Traditional Management.

To assess and determine the advantages and disadvantages of each management style so that participant could configure the optimum design for their organization.

To identify new quality paradigm and the Quality Gurus, explore, adopt and discuss preparation for implementation of TQM.

To understand and explore the correct use of TQM strategic tools & methods.

Course Contents

1. Introduction to TQM

  • What is Management?
  • What is TQM?
  • What is Quality?
  • Why a Quality Management System is required?
  • What is Cost of Quality?
  • The benefits of a TQM System
  • The Foundation of TQM
  • Comparison of TQM with Traditional Management Practices

2. Important Aspects and Principles of TQM

  • Commitment to Customers
  • Continual Improvement
  • TQM and ISO
  • Elements of a TQM Organisational System
  • Elements of a Quality Cost System

3. Paving the Way for Organisational Transition to TQM

  • Building a Quality Framework
  • The Development Stage
  • Communicating the Quality Strategy
  • The Implementation Stage
  • The Evaluation and Control Stage

4. Quality Management Systems and Tools

  • Business Process Reengineering (BPR)
  • Benchmarking
  • Quality Function Deployment (QFD)
  • PDCA Tools; Plan, Do, Check, Act and Amend
  • Failure Mode and Effect Analysis (FMEA)
  • The New 7 QC Tools
  • The Malcom Baldrige National Quality Award (MBNQA)

5. TQM in Various Fields

  • TQM in Various Fields
  • TQM in Manufacturing
  • TQM in Health Care
  • TQM in Construction

Methodology
Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend
This training is ideal for team-leaders, new supervisors and managers or for anyone wishing to move into a higher management role.

Effective Communication Strategies in the Workplace

Introduction
Many employees struggle with communication in the office. These can be simple tasks like answering calls from clients, drafting and sending out letters, replying important emails and correspondences.

Employers lament at the atrocious command of English and also the relatively poor communication skills of their staff. Very often no one knows the remedy to this problem. The individual is left o learn from trail and error sometimes leading to losing clients’ confidence, drop in morale and staff productivity.

Learning outcome
This two-day training course helps to address the issue. The course will equip participants with simple communication strategies, instil confidence to learn and master English and overall communication competency. Participants will be provided with various examples and simulated exercises in discovering ways to avoid costly mistakes, enhance their work productivity by being able to do more in less time. Templates will be provided to help participants carry on with their daily work.

Course Contents

1. Why is English so difficult and what we can do about it.
2. How to sharpen my communication skills?
3. Business communication in the workplace.
4. Emails and correspondences.
5. Drafting letters and communication.
6. Understanding ethics and protocols.
7. Enhancing productivity through personal self-learning strategies.
8. Understanding other people and why they behave as they do.
9. Confidence and self-image.
10. Working with fellow office colleagues.

Methodology
Lectures, exercises, group discussions, Theoretical sessions shall be followed by workshops and general discussions.

Who should attend

  • Employees wanting to improve their Communication at work particularly their command of English.
  • Clerical and administrative staff, personal assistants and supervisors.
  • Any employee who may want to further improve and learn communication skills when dealing with clients and office colleagues.
Managing Customer Experience and Relationship – A Strategic Framework

Introduction
Managing Customer Experience and Relationship position the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you’ll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table.

Learning outcome
The participants will be able to:

  • acquire deeper insight of CRM models & perspectives
  • to manage customer experience and relationship in a more effective manner
  • enhance the awareness of how CRM contributes to the business performance

Course Contents

1. Introduction and Ice-breaking
2. Three major perspectives on CRM – Strategies, Operational & Analytical
3. Evolution of Relationships with Customers
4. The Thought behind Customer Relationships
5. Customer-oriented Thinking and Perspective
6. Creating Customer-centric Organisational Culture
7. IDIC – A Model for Managing Customer Relationships and Improving Customer Experiences
8. Creating and Designing Customer Journey Map
9. Customer Touch Point Management – Optimisation of Customers Experiences
10. The Customer Pyramid – Creating and Serving Profitable Customers
11. Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise
12. Wrap-up and Conclusions

Methodology
An opportunity to put the skills learnt into practice. Participants will work in groups to discuss on a topic at their interest and to conduct a presentation session in Day-2 by applying the effective delivery techniques. Feedback will be received from the trainer for improvement purpose. The workshop is interactive, skills-based, dynamic and attains personal coaching from the trainer.

Who should attend
Those who responsible for managing customer experience and build good relationships. To understand the relationship between the customer experience and service management processes to ensure they are customer-centric