INFORMATION TECHNOLOGY (IT)
Outstanding end-user support is not just a matter of having great technical knowledge. The great desktop support technicians build great IT careers by also understanding the importance of human-relations. IT Managers must balance the organization culture and history, inherited or legacy system. IT and business leadership, the capabilities of both its professionals and the end users within the business environment
The IT department can play a big role in satisfying customers in various areas and this program will support participants in this regard
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OBJECTIVES
This Program will help participants to:
§ Understand and know how to communicate effectively with end users
§ Manage a help desk and develop expert help desk technicians and systems
§ Know how to say “no” without elianating the end user
§ Deal with angry customers
CONTENTS
· Customer service skills
Ø Empathy
Ø Compassion
Ø Listening
Ø Respect
· Communication
Ø Through-mail
Ø Texting
Ø Instant message
Ø Communicate face to face – Time to leave your seat
· Using technology to improve customer satisfaction
· Making sure they know who you care
Ø How to avoid conversation breakdown
Ø Keeping the call positive
Ø Follow-up
· Understanding customer personality
· Gaining customer loyalty
· Practical emotional intelligence
Ø Emotional intelligence includes the ability to identify and use emotions (both yours’ and those of other people) to produce successful outcomes in your dealing:
Ø How to identify emotions
Ø How emotions affect thinking
Ø How to label and analyze emotions
Ø Positive ways to react to various emotions
· What to do when the user is not right
Ø Finding the problem , providing the solution
· Dealing with difficult customers
· Handling objections
· Achieving consistency
Ø Measuring customer satisfaction
Ø Creating a branding for your team
Ø Preventive calls
METHODS
Lecture-discussions, case studies
TARGET AUDIENCE
IT Staff dealing with internal and external customers to solve problems. Call Center Staff who deal with customers.
LANGUAGE
The program will be conducted in English
DURATION
24 training hours, four days, morning and afternoon sessions.
DECISION MAKING AND PROBLEM SOLVING FOR IT
With an inevitable scarcity of available resources problems may occur. To solve these problems effectively there is a need to make rational decisions using effective methods and techniques
OBJECTIVES
This Program will help participants to:
§ Obtain skills for applying a logical approach to solve problems and take creative decisions
§ Practice the techniques on problems currently faced on the job
§ Be exposed to several creative approaches which develop the decision making process
CONTENTS
§ Introduction to Basic Concepts
§ Styles in problem solving
§ Problem solving stages (processes)
§ Problems definition and analysis
§ PARETO, ABC analysis
§ Fishbone analysis
§ Breakeven analysis
§ Model development
§ Teamwork skills and decision making
§ Decision making constraints and problems
METHODS
Lecture-discussions, case studies and exercises
TARGET AUDIENCE
Supervisory staff from IT Departments
LANGUAGE
This Program will be presented in English
DURATION
18 training hours, three days, morning and afternoon sessions
IT PROJECT MANAGEMENT METHODOLOGY
Taking up projects is a frequently happening at every bank’s IT division level. As an effective project manager, one needs to organize scarce resources, work under tight deadlines, control project change and generate maximum team performance. Successfully planned, managed and delivered projects have become a job description.
This Program will provide participants to take away checklists to use back at office.
OBJECTIVES
This Program will help participants to:
- Defining and agreeing on clear project goals and measurable deliverables
- Determining task dependencies and the project schedule
- Assigning and optimizing resources
- Developing risk management plans
- Producing the implementation plan
- Managing and responding to changes
- Evaluating motivation and team-building issues
CONTENTS
Introduction
- Managing the project processes and issues
- Creating a realistic and achievable plan for the project
- Working within project constraints
Launching Your Project: Applying a project framework for success
- Identifying the project life cycle stages and the key inputs and outputs
- Balancing typical challenges of project management
- Selecting and applying best practices
Core project leadership skills
- Identifying stages of team development
- Building and managing team effectiveness
Building a project charter
- Defining clear project objectives
- Determining and clarifying the goals
- Defining key project deliverables
- Running the objective-setting meeting
- Gaining buy-in from stakeholders
The 6-Step Planning Method
Defining the project workload
- Determining project scope with work breakdown structures (WBS)
- Driving the plan down to task level
- Calculating a first cut of project costs
Building high-confidence estimates
- Effective ways to produce better estimates
- Three-point estimating to refine accuracy
- Managing the estimating process
Scheduling the project
- Converting WBS to precedence networks
- Determining the critical path tasks
- Creating dependency diagrams
- Calculating the project duration
Creating the project timeline
- Building clear and readable Gantt charts
- Using slack effectively in the schedule
- Setting key milestones to track and control the project
Developing a risk management process
- Identifying the project risks and assumptions
- Evaluating risk impacts
- Strategies for managing risks
- Managing key risks with the Risk Register
- Reducing risks through contingency plans
Effectively matching resources to work
- Identifying the resources your project needs
- Assigning resources to tasks
- Analyzing resource use and costs in the schedule
- Optimizing the use of resources
- Preparing and agreeing on task contracts
Running the Project
Establishing an effective control process
- Establishing change control procedures
- Presenting the project plan for approval
- Setting the baseline schedule
Implementing the plan
- Monitoring actual task progress
- Analyzing progress against the baseline
- Correcting the project plan to achieve the objectives
- Picking up warnings of trouble ahead
- Engaging team members to maximize productivity
Tracking and reporting progress
- Tracking planned vs. actual task performance
- Crashing the critical path tasks
- Analyzing the impact of variation to the baseline plan
- Avoiding the 90-percent-complete trap
- Correcting the schedule
Leading throughout the project life cycle
- Communicating project status to stakeholders
- Coping with common project scenarios
- Building ownership, motivation and commitment across the team
Successful Project Closure
- Managing systematic project closedown
- The payoff of post-implementation review
- Documenting project and personal lessons learned for process improvement
IT Case Studies and Examples
METHODS
Lecture – discussions, case study and hands on experience.
PRE-REQUISITE
Nominee have completed ITIL Foundation
TARGET AUDIENCE
IT staff Involved in handling IT projects
LANGUAGE
The Program will be presented in English
DURATION
24 training hours, four days, morning and afternoon sessions.
Key Performance Indicators (KPIs) settings and measurements for IT Staff performance
The term KPI provides a series of measures against which internal managers and external investors can judge the business and how it is likely to perform over the medium and long term.
The KPI when properly developed provides staff with clear goals and objectives, coupled with an understanding of how they relate to the overall success of the organization. Published internally and continually referred to, they will also strengthen shared values and create common goals.
This Program will provide participants with proven techniques that they can immediately transfer to their work place. It will take a focused view with real examples of setting up KPI’s from an HR perspective and as specific to IT and in general to other departments
OBJECTIVES:
This Program will help participants to:
· Appreciate the process of aligning Key Performance Indicators formulation to the strategic planning system
· Enhance the quantification of organizational and individual performance targets and measures
· Understand and empower the improvement of effective and professional Performance management systems.
· Achieve higher productivity and outputs through focusing efforts
· Increase professional standards of the organization
· Improve level of employee motivation through a fair accurate and transparent system of performance evaluation
· Impact the development of effective incentive plans
CONTENTS:
· An overview of managing performance through Balance Score cards.
· How does a strategy map lead to revealing Key Success Indicators?
· What should the organization do to define and measure progress towards its goals.
· What are Key Performance Indicators or Key Success Indicators?
· How do Key performance Indicators reflect organizational goals.
· Why should Key Performance Indicators be “KEY” to organizational Success?
· The quantification of Key Performance Indicators
· The criteria and guidelines of setting effective KPI’s
· The eight elements of KPI Family Dimension
METHODS:
Lecture-discussions, case studies, interactive participatory sessions and practical techniques, role plays and group discussions
TARGET AUDIENCE:
IT Project Managers, IT Team Leaders, and IT Managers and those who involved in evaluation of IT staff decisions
lANGUAGE
The Program will be presented in English
DURATION
24 training hours, four days, morning and afternoon sessions.
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