面向职能基础与绩效导向的学习型体系设计.ppt

* * * * * * Explain why they are here and what is for them at the end of the training This program is a Mastery level and that participants would have attended the Creating 客户价值 program earlier. This program is an enhance version of Creating 客户价值 for the managers to be able to manage their team for enhance performance in terms of adding 客户价值. This workshop will therefore assist you, as managers, to reinforce the importance of creating 客户价值. This workshop will also assist you, as leaders and change agents, to manage your teams to continuously drive and create 客户价值 culture. * By the end of this workshop, you will be able to manage your team by:- Reinforcing the importance of creating 客户价值 Relating the importance of addressing the customer needs Delivering 客户价值 from the customers’ point of view Developing 客户价值 skills to delight our customers Projecting a professional customer interaction in creating 客户价值 Designing action plans to monitor and measure increase 客户价值 of your team * This introduces that I-LEAD programs are well tested and based on Citibank’s successful experience. * * * SAY : Let’s begin with the first step... * * * * * * * This demonstrates that we can run an effective program to fit an environment where there are already well-established performance management system and well-defined performance criteria, like customer service center. * The BM’s responsibilities are: to his customers, to the franchise, and to each other. Given these responsibilities, IL proposes a second framework that gives the BM the perspectives they need to have to accomplish breakthrough results. Adapted from the E-Myth Manager concept, the framework integrates the three skills of an Entrepreneur, a Manager, and a Technician. Framework #2: The Four Breakthrough Competencies? The three competencies describes the BM as one person acting out relationships with himself, and the organization through 3 distinct points of view responsibilities. Intrapreneur: Being the “en