Open Programmes Other Professional Programmes
SERVICE DELIVERY AND HSEQ

Service delivery managers need the skills that enable them to supervise client services, enforce policies and procedures and provide reports and service-level agreements among other tasks. The right service delivery training can help build the necessary skills that ultimately enhance an organization’s bottom line. This programme is designed to improve executives Service Delivery and HSEQ competency.

Programme Objective

Participants will be able to:
1. Identify internal and external sources of dissatisfaction with the process
2. Simulate process and workflow to deliver quality service to customers
3. Identify and monitor key performance measures and service delivery
4. Recognize and mitigate process safety risk while observing industry approved safety standards
5. Identify explore service delivery classes

Programme Modules

1. Introduction to Service Delivery
2. Service Delivery Terms: Communication, Risk, Time, Cost, Quality, Customer and Scope
3. Delivering Excellence Service and Simulating Workflow
4. Managing Client and other Stakeholders
5. Quality in Service Management
6. Risk Identification and Analysis
7. Hazard Analysis at Work
8. Process Safety Management
9. Office Safety and Stress Management
10. Environment Awareness: Environmental Health & Safety Risk Management (EHS)

Programme Outcomes

At the end of the programme participants will be able to:
1. Develop an excellent service blueprint
2. Identify the systems and processes required to enhance process safety and service delivery
3. Identify and choose appropriate techniques and tools to qualitatively assess process hazards
4. Determine appropriate risk reduction strategies
5. Identify effective risk reduction measures

Target Participants

Staff associated with the operation, maintenance, and governance in production and processing facilities. Including project and engineering support teams, HSE support, supervisors, and operator and maintenance technicians and Senior Managers, Head of divisions, Team Leaders, HR and Corporate Managers, Executive Directors and Heads of Departments and Units.