Understanding Services:
More (and Less!) Than You Think!
With Peter de Jager
Posted by
EdmontonPM
Apr 21
Live Webinar April 28th, 2014, 12:00 pm – 1:00 pm EDT or
Live Webinar April 28th, 2014, 8:00 pm – 9:00 pm EDT
Duration: 1 hour Webcast A – Up to 1 Category A PDU – Free PDU
Presenter: Peter de Jager’s Technobility Webinar Series
Sponsored by: Interthink (Rep # 1434)
Activity ID: TECHNO49
Every organization delivers services to its customers, whether in the private sector, the public sector, or somewhere in between.
But …..
- What’s a service?
- Who is a customer?
- How do you define them,
- How do you evaluate them? and
- How do you know they are being delivered effectively?
Adopting a formal and disciplined approach to defining and managing services is a critical step in their improvement.
Formal definition of services can significantly enhance your ability to understand, measure and identify opportunities for improvement.
This presentation explores how to effectively assess and evaluate services. In particular, it introduces the Municipal Reference Model as a ‘Made in Canada’ framework that has become the de facto standard for defining and evaluating public sector services in local government.
Join Melinda Munro (LinkedIn profile) as she provide insight and case studies on how organizations can improve their service offerings. She is a lawyer with extensive experience in the municipal sector.
Melinda has successfully implemented performance frameworks for major Canadian cities. Her hands-on approach to conducting service reviews is focused on ensuring maximum knowledge transfer to organizations and employees. Drawing on her background as an advocate, she uses rigorous and disciplined techniques for aligning service design/delivery with Council goals and community aspirations.
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Presenter: Peter De Jager
Peter de Jager (LinkedIn profile @pdejager) is a very highly respected keynote speaker/writer/consultant on the issues relating to managing change of all shapes and sizes in all types of organizations. He has published hundreds of articles on Problem Solving, Creativity and Change Management – to the impact of technology on areas such as Privacy, Security and Business Issues appearing in publications such as The Washington Post, The Wall Street Journal, The Futurist and Scientific American.
Peter is best known to IT audiences for his efforts to create responsible awareness of the Y2K issue – For which he received several awards from IT associations and Govt. Agencies. He has also written several regular columns and presented sessions to world class organizations.
Peter has spoken in over 35 countries recognized worldwide as an exciting, humorous, provocative and engaging speaker.
Peter’s Kindle publications include A Pocket Full Of Change about Organizational Change, So? You’re a Manager… Now What?, and Truth Picks Vol I. A Truth Pick is a short, pointed commentary on a popular quote – For Peter these “Truth Picks” was a personal morning meditation he was publishing – which blossomed until several thousand people were reading them on a daily basis.
Peters presentations and workshops are highly interactive, fun, irreverent to mistaken ideas and most distinctively – provocative. He entices the audience, by demonstrating conflicts between their stated beliefs and behaviors, to think differently about what they thought they knew. You can read much of his work in the publications section of www.technobility.com and view his videos at Vimeo.com/technobility.
This webinar series is a de Jager & Co Limited and Interthink Consulting production.
Click to register for the April 28th 12 PM EDT Presentation of Understanding Services: More (and Less!) Than You Think!
Click to register for the April 28th 8 pm EDT Presentation of Understanding Services: More (and Less!) Than You Think!
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