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Ÿ Understand the Six Sigma service improvement process
Ÿ Identity internal and external customers and the 8 needs they care
about
Ÿ Increase customer retention through increasing credibility
Ÿ Recognize the signals of customer irritation - and how to assist
appropriately
Ÿ Understand and apply the (DMAIC) model which is the foundation
of most Six Sigma projects.
Top 6 Learning Outcomes:Top 6 Learning Outcomes:
A One Day Training Workshop
Brought to you by Blink International
Wednesday, November 21, 2012 - 0900 to 1700 hours
Marriott Hotel, Karachi, Pakistan
ServiceExcellenceusingSixSigmaToolsServiceusing Sigma
ExcellenceSix Tools
proud to present
Sahib Karim Khan
To speak on
Sahib Karim KhanSahib Karim Khan describes himself as an Enlightener who
believes in illuminating the human capital by enhancing their
intellectual capabilities. He is a certified Six Sigma professional,
blogger and a trainer whose expertise lies in equipping
individuals with tools and techniques that develop them to
identify their true potential and perform above and beyond
expectations.
With more than eight years of corporate exposure, Sahib has
been associated with organizations like Marriott International,
PMCL Mobilink, Stimulus and Navitus. At Mobilink he managed
Call Center operations for more than 3 years and his major
responsibilities included managing customer service
teams and developing employees on different aspects of
operations. He has earned several professional accolades
including the prestigious ‘Mobilink Century Club Award’ for
excellence. He is Founder/Trainer & OD Consultant at ‘TPE
Consultants’.
Certified Train The Trainer (Navitus, Pakistan)
Certified Lean Six Sigma Professional (Gem One International,
Singapore)
Certified People Manager (Navitus, Gulfstone Training, Pit Stop
Training UK )
Certified Culture of Excellence Implementer (Round
Incorporation, UK)
Sahib has also managed projects for organizations like
Sapphire Textile, Deutsche Bank, Nestle, Siemens, Qubee, TCS
and IBM among others. He has enlightened employees from
different organizations on areas of customer services, call
center operations, sales and performance management.
His approach to work is customer-centric and believes that
optimism is the key to success. A continuous learner by nature,
Sahib is currently pursuing his M. Phil. in HRM, and in future
plans to go for Ph.D. in Organizational Development (OD).
His hobbies include listening to music, playing sports, spending
time with friends and exercising. An admirer of Dr. Mohammad
Allama Iqbal and Jalaluddin Rumi, Sahib enjoys studying their
philosophical thoughts on different aspects of life.
Sahib has earned several local and international certifications
and is a:
Course Overview
In today’s increasingly competitive market
place, businesses are faced with the
challenge of juggling competing demands.
On the one hand they focus on gaining and
maintaining customer loyalty by providing
quality products and services, at the best
possible prices and in the most convenient
manner; whilst on the other hand they strive
to achieve shareholder satisfaction by
focusing on building efficiency to add to the
organizations bottom-line profitability
Six Sigma is a disciplined, data-driven
approach and methodology for eliminating
defects in any process, from manufacturing
to transactional and from product to service.
Today many service organizations like
Citibank, American Express, JP Morgan, GE
Capital and others deploy Six Sigma to
improve their customer services.
This program is designed to cater the needs
of customers using Six Sigma tools. The
program will provide participants with tools
and techniques that enable them to serve
their customers using the DMAIC Model
Service Excellence using Six Sigma Tools
Introduction to 6 Sigma
Dynamics of Service Excellence
Using DMAIC Model for Service
Excellence (SE)
Learning Methodology
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Definition & Objective
Background & History
6 Sigma Tools
6 Sigma Belts
Understanding customer behavioral styles
Handling difficult customers (LEARN
methodology)
Defining SE Challenges
Measuring Current SE Processes
Analyzing Current SE Processes
Improving Current SE Processes
Controlling the Updated Processes
Interactive and participative
Group exercises and simulations
Understanding complex concepts with the
aid of simple tools for easy recall
Combination of fun with learning
Who should attend:
Managers, Supervisors, Team Leaders from Service industry (Customer Services, Quality of Service
(QoS) and other customer relationship related departments)
Delegate Investment
PKR
8,500/-Book your seat by10 November and
Save PKR 1,000/-
Fee includes learning material, BLINK® certificate, lunch refreshment breaks and business networking.
4 Easy Ways to Register
0333-3971135, or 0345-6277588
www.blink-international.com
B-8, Block 7 & 8, MCHS, Main Shahrah-e-Faisal,
Karachi -75400, Pakistan.
First 20 persons
“first come first served basis”
“BLINK PR
AGENCY”
will be accommodated on
.
A confirmation e-mail and invoice will be sent
upon receipt of your registration. Please note
that full payment must be received in
advance to confirm enrollment.
Send your cheque in favor of
, Refunds not allowed, delegate
substitutions are welcome.
BLINK® reserve the right to alter the program.
Registration & Payment Options:
BLINK INTERNATIONAL is a Training & Development company operating across Pakistan with a unique philosophy and approach.
We endeavor to bring high-caliber trainers and inspirational speakers in various fields like Leadership, Negotiation, Presentation, PA and Secretarial, Human Resources, Customer Service, Sales, Train the Trainer and Personal Impact. These corporate public seminars in Pakistan are specially designed to meet the needs of executives, top managers and decision-makers in various professions and industries.
Although we began as a husband and wife operation, we are now expanding with strategic alliances and partnerships locally and internationally. Within the short span of time, BLINK INTERNATIONAL one of the most preferred corporate training vendors of Fortune 500 companies.
About the Company
Customized Training Solutions...
This workshop can be customized to suit specific needs of your
organization at significant savings. Our consultants listen
carefully to our clients and based on the client's needs, they
recommend the required in-company training programs that
match the organizations current and long term needs. We can
provide help with booking a suitable venue with special
corporate rates based on our ongoing partnership with them.
For in-house training solutions and no-obligation quote. Please
contact Haris Farooq at [email protected] or call at
0345-6277588 for more details.
