The course facilitator (Doctor of Business Administration, Macquarie University Graduate School of Management) is an internationally recognised consultant in the areas of strategic planning, operations management, services management (including SLAs and services costing), outsourcing, organisational restructuring and project management. The course facilitator is the Principal Consultant of a company set up by him in 1983 to assist organisations in optimising their business efficiency and effectiveness at all levels. The course facilitator has over 40 years of experience in industry working at both operational and strategic levels of management and has advised numerous organisations in Australia, New Zealand, South East Asia and USA. In particular he has consulted to major banks, financial & insurance organisations, IT vendors, government departments and military organisations including Commonwealth Bank of Australia, Telstra, Pacific Coal, China Light & Power, Cathay Pacific, US Dept. of Defence, Attorney General’s Department, Auckland Savings Bank, NZ Guardian Trust and Qantas.
As part of his consulting, the course facilitator carries out extensive research into his areas of expertise and regularly publishes the results of that research. Topics include: IT Outsourcing: Facts and Fantasies; Benchmarking Services; Services Based Costing; Defining Services; Best Practice versus Good Practice; The Next Wave of Outsourcing and An Introduction to Strategic Planning. In addition, the course facilitator’s doctoral thesis (published in 2003) researched the various ways in which organisations align their IT with their corporate objectives. The research identified a set of key factors that must not only be present for the successful alignment of IT to those corporate objectives, but that they are also interdependent for success.
Based on his research, the course facilitator has pioneered the use of several techniques and methodologies in assisting organisations to become more focused, efficient and cost-effective, especially with regards to their integration of IT into the strategic plans of the organisation. These techniques and methodologies include: The Strategy Audit, used to examine, analyse and refine the strategic plans of an organisation, measuring them against strategic planning norms for consistency, conciseness and completeness; Strategy Reengineering, a blend of strategic planning techniques, information modeling and business process reengineering, which significantly enhances the strategic plans of an organisation and greatly reduces the lead times for their preparation; Services Based Costing, adapting and significantly enhancing the principles of Activity Based Costing to services based organisations, to enable them to accurately cost their services and ensure they are cost-effective, of required quality and aligned with the goals and objectives of the organisation; S3 Analysis, a set of techniques which analyses the strategy, structure and information management systems of an organisation to identify the required level of integration and alignment between the business plans and information technology; and Key Factor Analysis – which analyses, reviews and reports on the key factors that are essential to successfully aligning the organisation’s IT with its corporate objectives.
The course facilitator is a Fellow of the Australian Institute of Management and a Graduate of the Australian Institute of Corporate Directors.
Partial List of Companies that Benefited from the Course Facilitator's Expertise:
Singapore
Singapore Airlines | SingHealth | Chevron International | DHL Express | JP Morgan | Ministry of Finance | Sony Electronics | Accenture
Malaysia Calrsberg Brewery | GSK | Maxis Broadband | Petronas Dagangan | Petronas Carigali | Telekom Malaysia
Indonesia Bank Bukopin | Indosat | PT Mobile-8 Telekom | PT Telekom | PT Siemens | PT Bank Rakyat | HSBC | Central Bank of Republic Indonesia
Philippines San Miguel Brewery | Philippine Airlines | Intel Technology | Pepsi Cola Products | Fairchild Semiconductor
China China Light & Power | Cathay Pacific | HSBC | Nokia | AstraZeneca Pharmaceutical | Unilever | Kodak | Citic-Prudential Insurance Co
India ITC Ltd | Tata Holdings Ltd
Australia Commonwealth Bank of Australia, Sydney | HP | Apple Computer | Nestle | NDC (Subsidiary of Telstra) | BP | Deutsche Bank | Shell | United Energy | Toyota Motor Corporationo | Western Power Australia | Macquarie Bank Ltd
Key Benefits of attending this Workshop
UNDERSTAND the strategic importance of SLAs and services management for your organisation
DISCOVER how to structure an SLA that is effective and powerful yet easy to manage
LEARN how to define services using the ten components and 3Cs - Clear, Concise & Comprehensive
BUILD world-class SLAs and establish where and how to source your services for cost effetiveness
MANAGE your services and SLAs for sustainable competitive advantage using well-proven techniques
ACCURATELY cost your services with the Services Based Costing Methodology - as a cost per hour or per delivery
EFFECTIVELY monitor and measure service delivery performance and quality using SERVQUAL - a well-proven methodology for measuring service quality
Who Should Attend
CIOs / IT Managers | COOs / Operation Managers | Service Delivery / Shared Service / Customer
Service Managers | Service Purchasing / Procurement Managers | Vendor / Project Managers | Technical Support / Customer Support Managers | Business Process Managers | Outsourcing Managers | Business Development Managers
From cross industries especially:
Banks | Insurance | Telecommunications | IT Services | Manufacturing | Logistics & Transportation | Oil & Gas | Government Agencies/Ministries
Free Takeaways!!
Examples of actual service definitions using the Service Definition template covered during the workshop
SERVQUAL templates to enable you to conduct your own Service Quality surveys
Copies of all workshop and case study materials
Sponsors
Corporate Partner
Sponsors Opportunities
To discuss more on the various sponsorship packages available, please contact +65 6825 9579 or email us atsponsor@unistrategic.com.
