MARKSHARE TRAINING
Call Us : 021 - 5793 2035 / 0858 9026 0140
sari@marksharetraining.co.id / d.sari131282@gmail.com
| PROFESSIONAL GENERAL OFFICER MANAGEMENT DEVELOPMENT PROGRAM WITH DATA PROCESSING& FILING SYSTEM 14 - 15 April 2016 at Hotel Oria - Jakarta | Advanced Service Excellence An Essential Service Excellence Training Program 14 – 15 April 2016 |
| OBJECTIVES Setelahmengikutipelatihanini, pesertadiharapkanmampu : 1. Memahamitugasdantanggungjawab GA officer denganskalawaktupengerjaannya. 2. Mengetahuidanmemahami Key Performance Indicator untuk GA Officer. 3. Mengetahuidanmemahami program training yang dibutuhkanuntukmemenuhikompetensisecaraumumdaridepartemen GA berdasarkan standard ISO 9001. 4. Memahami komunikasi yang efektif. 5. Memahami konsep personality characters. 6. Memahami konsep interpersonal skill. 7. Memahami konsep coaching. 8. Memahami konsep time management. 9. Memahami dan menerapkan proses koordinasi dengan baik. 10. Memahami dan menerapkan proses lobby dan negosiasi dengan baik. 11. Memahami penataan ruangan kantor yang efektif dan efisien. 12. Memahami penggunaan system penerangan pada ruangan dan lingkungan kantor. 13. Memahami pokok-pokok continuous improvement dengan metode 5S/R. 14. Melakukan GA data processing secara efektif dan efisien dengan menggunakan Excel 2007. 15. Menggunakan sejumlah formulir Check Sheet untuk panduan standarisasi umum kualitas pelayanan untuk keperluan internal dan eksternal audit ( Lobby, Office, Canteen, Toilet and Green Office) berdasarkan standar ISO EMS 14001 dan OHSAS 18001. 16. Menganalisa faktor-faktor yang menjadi permasalahan utama yang umum terjadi pada aktivitas GA officer dan mampu menyelesaikan permasalahan tersebut. SYLLABUS 1. Understanding of GA Officer Concept. 2. Job Information for GA Officer. 3. Key Performance Indicator for GA Officer. 4. Generic Competencies Based Training Program For GA ( Supervisory, Staff and Driver). 5. Organizational Structure of GA Department. 6. Personality Characters Fundamentals. 7. Interpersonal skill Implementation. 8. Coaching skill Implementation. 9. Time Management Implementation. 10. Effective Communication Fundamentals. 11. Coordination skill Fundamentals 12. Lobby Skill Fundamentals 13. Negotiation skill Fundamentals 14. Continuous Improvement Fundamentals with 5S/R method 15. Filling System Fundamentals. 16. Design and Layout Office Room. 17. Design lighting system in the office room and out office room. 18. GA data processing with Excel 2007. 19. Check Sheet form as a guide the general standardization of service quality for internal and external audit (Lobby, Office, Canteen, Toilet and Green Office) based EMS standard ISO 14001 and OHSAS 18001. 20. General Affair Problem Solving. Investasi Full Fare : Rp. 4.000.000,-/Peserta Group ( 3 orang ) : Rp. 3.500.000/peserta | Program Outlines Reaching Above Satisfaction – From Customers To Fans · Service dan service excellence sebagai pondasi perbaikan kinerja individu maupun kinerja bisnis · Mengenali perilaku dan jenis-jenis customer · Psikologi pembelian · Mempengaruhi pembeli agar mau menjadi pelanggan yang loyal I Am My Organization – How service ambassadors create differences · Analisa sikap dan kebiasaan dalam berkomunikasi/berinteraksi dengan orang lain atau lingkungan · Personal Service Mindset · Service Intelligence · Service Profit Chain · Pola-pola persaingan bisnis dan peran karyawan dalam memenangkan perusahaan The Heart That Matters – Building and nurturing empathy as a foundation to excellent service performance · Kecerdasan Emosi dalam pelayanan · Empati sebagai dasar pelayanan · Mengembangkan sikap optimis untuk hasil pelayanan yang lebih baik Designing and Delivering Experience – From service design to customer experience · STAR Service Standard – greetings, managing conversations, closing, and communicating through various channels · 5Ps Of Customer Experience · Productive communication · Active Listening · Moment of truths · Field observation (when possible) Problems Are Opportunities – How to prevent and solve problems · Empat dimensi masalah · Mengantisipasi terjadinya masalah · Mengubah kekecewaan menjadi kesetiaan pelanggan · Berinteraksi dengan pelanggan yang menyulitkan Staging Service Excellence I – Case study and guided role-play · Roleplay dengan skenario Staging Service Excellence II – Free(r) service simulation · Roleplay besar (situasional) Reflection And Call To Action · Participant Presentation · Action Planning · Closing
FuFull Fare : Rp. 4.000.000,-/Peserta GrGroup ( 3 orang ) : Rp. 3.500.000/peserta EaEarly Bird ( pendaftaran sebelum tanggal 31 Maret 2016 ) : Rp. 3.750.000/Peserta |
| NO | TANGGAL | JUDUL TRAINING | |
| 1 | 5 - 6 April 2016 | Finance for non Finance executive | |
| 2 | 11-Apr-16 | Powerpoint Do More | |
| 3 | 11 - 12 april 2016 | HR Audit | |
| 4 | 12 - 13 April 2016 | Job Analyst & Job Evaluation Program | |
| 5 | 12 - 13 April 2016 | Tax Planning Management | |
| 6 | 13 - 14 April 2016 | Competency based Behaviour Interviewing | |
| 7 | 14 - 15 April 2016 | Kiat Menyusun SOP menggunakan KPI | |
| 8 | 14 - 15 April 2016 | Bandung : Effektif Time Management | |
| 9 | 14 - 15 April 2016 | Complaince & Risk Management | |
| 10 | 14 - 15 April 2016 | Successful Professional General Affairs & Filing System | |
| 11 | 14 - 15 April 2016 | Advanced Service Excellence | |
| 12 | 18-Apr-16 | Business Process Mapping | |
| 13 | 19 - 20 April 2016 | Negotiation for Purchasing | |
| 14 | 19 - 20 april 2016 | The 7 Selling skill for sales people | |
| 15 | 19 - 20 April 2016 | Training Need Analyst ( TNA ) | |
| 16 | 20 - 21 April 2016 | Corporate Journalism | |
| 17 | 21 - 22 April 2016 | Bandung : Warehouse Operational Management | |
| 18 | 21 - 22 April 2016 | Bandung : leadership for sales Manager | |
| 19 | 21 - 22 april 2016 | Strategic Procurement Management | |
| 20 | 21 - 22 April 2016 | Integrated Presentation Management | |
| 21 | 25 - 26 April 2016 | Effektif Time Management | |
| 22 | 26 - 27 April 2016 | Tehnical Report Writing | |
| 23 | 26 - 27 april 2016 | PDCA ( plan , do, Check , Action ) | |
| 24 | 27 - 28 April 2016 | Quality Assurance | |
| 25 | 27 - 28 April 2016 | Supply Chain management ( SCM ) | |
| 26 | 28 - 29 April 2016 | BALI : Professional Secretary Development Program | |
| 27 | 28 - 29 April 2016 | BALI : Becoming Extraordinary Supervisory Skill | |
| 28 | 28 - 29 April 2016 | Creative & Innovative Thingking Skill | |
| 29 | 28 -29 April 2016 | New Product Development ( NPD ) | |
| 30 | 28 - 29 April 2016 | Building Service Excellence for Your Team | |
| For More Info & Registration Call Us : | |||
| 021 – 5793 2035 / 0858 9026 0140 ( SARI ) | |||
| d.sari131282@gmail.com / sari@marksharetraining.co.id | |||
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