The seminar can be held online on the official International Business Academy platform. On completion of the training you will be given a link to the recording, which will be available for one month.
*dates are subject to additional confirmation
excluding VAT
* VAT of 16% will be added to the invoice
Internal service is not just «support» but a strategic resource. The way HR, IT, accounting, procurement, administrative or technical services interact with internal customers directly affects the effectiveness of the whole company.
At this training we take a systematic approach to improving the quality of internal service: from philosophy and standards to specific tools for managing expectations, communication and results.
We will build a culture of partnership between units, learn to measure quality, manage conflicts and form mature service relationships within the company.
Aim of the training:
To raise the level of interaction between the company's internal units, build standards and processes for internal service, and learn to manage the expectations and quality of the «internal customer» — to make joint work more effective, faster and results-oriented.
Training objectives:
What participants will get from the training:
The internal customer: who are they and what do they want?
— Types of internal service: operational, project, expert
— Needs of internal customers: speed, predictability, quality
— The impact of internal interaction on the external customer
Practice:
Map of internal customers and typical requests to your department
Principles of effective interaction
— Types of roles: customer, performer, partner
— The expectation triangle: result — deadlines — resources
— Communication mistakes and conflict zones
Practice:
Analysis of real cases: why a request was not fulfilled to a good standard
SLAs and internal service standards
— What can and should be regulated
— Developing an SLA: deadlines, scope, quality, deviations
— Tools for agreeing and documenting
Practice:
Creating an SLA prototype for a key process
Feedback and continuous improvement
— How to give and receive feedback between departments
— Formats: retro, 1:1, «incident — improvement»
— Quality metrics for internal interaction
Practice:
Dialogue model: feedback on an awkward case
Building an internal service culture
— What affects service behaviour within the company
— Behavioural markers of a «for the customer» culture
— Leadership and examples as a tool of influence
Practice:
Diagnosing barriers — what hinders service thinking in our company
Standardisation and automation
— Which processes are worth describing and automating
— Using internal regulations and knowledge bases
— Digital solutions to support internal service
Practice:
Improvement map: what to simplify, speed up, automate
Managing internal communications
— How to make clear, workable requests
— Effective communication between functions
— Tools for visualising and tracking tasks
Practice:
Practising task setting using the SMART and CIC* models
Diagnosing and developing the service level
— Collecting feedback from internal customers
— Quality assessment methods: surveys, interviews, NPS
— Improvement plan and quick wins
Practice:
Developing a 30-day plan for improving the quality of internal service
