Senin, 29 Januari 2018

(1) Workload Analysis With Ms. Excel (2) Service Excellence Training : Confirm Running

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Yth,

Bapak / Ibu

HRD Manager

Training & Development Manager

kami Markshare Training , ingin menginformasikan bahwa kami akan menyelenggarakan training sebagai berikut :

Workload Analysis Implementation With Ms. Excel For HR & Non HR

Jadwal :

26 - 27 Februari  2018 (Jakarta)

Establishing Advanced Service Excellence

Jadwal :

Jakarta, 22 - 23 Februari  2018

Outline :

1.       Understanding of the workload analysis of a variety of credible sources.

2.       Understanding of the workload, the working volume and norms of the time.

3.       Understanding of job information concept.

4.       Understanding of standard of work performance and existence unit result.

5.       Know the techniques of data collection needed for workload analysis.

6.       Using & Implementation of Work System Tools : Workload Chart, Workflow Chart, Work Layout Chart & Work Process Chart.

7.       Perform measurements of time working with the method of Time Study.

8.       Perform measurements of time working with the method of Work Sampling.

9.       Knowing of Motion Study Concept.

10.   Knowing of Work Simplification Concept.

11.   Knowing the Improvement of Competency Grades.

12.   Calculating workload analysis based on quantitative and qualitative data.

13.   Data processing to get the Employee absenteeism percentage rate based on attendance data by using Excel 2007/2010/2013.

14.   Data processing to get a percentage of Employee Turnover Rate by using Microsoft Excel 2007/2010/2013.

15.   The data processing practices to get the information needs of the number of employees in the unit of work using Microsoft Excel 2007/2010/2013.

16.   The calculation of the completion of the case study application workload analysis using Excel 2007/2010/2013.

17.   Understanding of Standard Operating Procedure Workload Analysis Implementation.

Objective :

1.       Memahami frame work dari workload analysis baik ditinjau dari metode pendekatan data kuantitatif maupun pendekatan data kualitatif.

2.       Memahami sejumlah indicator perlunya dilakukan workload analysis.

3.       Menggunakan form kuesioner untuk menemukan indicator utama.

4.       Memahami main data sources untuk workload analysis process.

5.       Memahami teknik pengumpulan data yang diperlukan untuk workload analysis.

6.       Memahami pembuatan dan penggunaan Work System Tools : Workload Chart, Workflow Chart, Work Layout Chart & Work Process Chart.

7.       Mengetahui pengukuran waktu kerja untuk mendapatkan tingkat efektifitas dan efisiensi kerja berdasarkan metode pendekatan data kuantitatif (time study) dan metode pendekatan data kualitatif (Work Sampling)

8.       Melakukan perhitungan workload analysis berdasarkan data kuantitatif dan data kualitatif.

9.       Menghitung Employee absenteeism rate dan Employee Turnover Rate sebagai komponen data kualitatif yang diperlukan untuk memprediksi kebutuhan jumlah karyawan dalam unit kerja.

10.   Membuat rekomendasi kebutuhan jumlah karyawan dalam unit kerja yang sudah dianalisa beban kerjanya.

11.   Melakukan perhitungan secara komprehensif pada soal penyelesaian studi kasus workload analysis yang terintegrasi dengan menggunakan aplikasi Excel 2007/2010/2013.

12.   Memahami isi yang ada pada Standard Operating Procedure Workload Analysis Implementation untuk mempermudah penerapan analisa beban kerja di dalam perusahaan.

Outline :

  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

Reflection And Call To Action

·         Participant Presentation

·         Action Planning

·         Closing

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