QAI India Limited
New Delhi, India
http://www.qaiindia.com

Train the Trainer

Learn the approach and best practices of delivering Six Sigma trainings Understand different developmental objectives and training methods Comprehend learning styles, stages and behavior issues Understanding and applying the techniques for facilitating and managing organizational change and team dynamics. Workshop Outline Introduction Introduction and overview Learning, ......
 

This workshop will help participants: Appreciate the importance and business benefits of resource management - telecom and staff Understand the key drivers and planning framework of contact centers resources Identify data requirements for optimal resource utilization Comprehend and use tools for forecasting, determining capacity and staffing requirements, scheduling and real time m......
 

This workshop will help participants: Appreciate the Business Benefits of Metrics Based Management Derive a Dashboard of Metrics from Key Business Drivers Understand Operational Definitions of Commonly Used Metrics Prepare a Base for Collecting and Organizing Data Use Tools and Techniques to Analyze Data Convert Metrics to Meaningful Actions for Consistent Delivery and Improvement ......
 

A growing number of clients rely on Customer Contact Centers to manage mission-critical processes. Every minute customer service providers witness hundreds of ’moments of truth’ that impact their client’s business. It makes it essential for them to have the processes to religiously measure, track and improve the quality of the work they do. This course is designed to sensitize ......
 

QAI offers the MINITAB training course that teaches you how to use the software in context of using the Six Sigma tools. The course is designed and delivered by Six Sigma experts. It is designed to provide learning not only on the use of MINITAB, but also on how and when to use a variety of statistical problem-solving techniques. Six Sigma practitioners, who have already completed MINITAB tr......
 

BPO Units and Customer Contact Centers (IT Enabled Services) need a very tight control over processes and a disciplined improvement path. The management approach has to be rigorous, customer oriented and data-driven in order to achieve measurable business results. Thanks to technology, the ITES industry has easy access to data. However the real challenge is to uncork the genie that is resident ......
 

Customer Contact centers and BPO units (IT enabled Services) need a very tight control over processes and a disciplined improvement path. The management approach has to be rigorous, customer oriented and data-driven in order to achieve measurable business results. Thanks to technology, the BPO industry has easy access to data. However the real challenge is to uncork the genie that is resident i......
 

Six Sigma is a Management Philosophy for systematically enhancing the capability of business processes by: - Meeting /exceeding customer expectation - Reducing Process Variability - Developing competency organization wide - Helping managers to take decisions in an objective and data driven manner. Six Sigma provides tangible financial benefits, and is a constant journey towards excellence ......
 

COPC-2000® High Performance Management Techniques PERSPECTIVE - Overview of COPC(SM) and Six Sigma and how they work together - The foundation of high performance - Service, Quality and Cost. PLANNING - Focuses on providing appropriate leadership and planning to achieve objectives. PERFORMANCE - Focuses on collecting and measuring performance data, achieving results and performance......
 

The COPC Registered Coordinator Training workshop is designed to teach the skills necessary to effectively implement the COPC-2000® CSP Standard in your organization, maximize operational performance, improve vendor selection and management capabilities, and achieve higher levels of client and end-user satisfaction. The training program provides the necessary tools to enable participants to......
 

The objectives in developing and promulgating the COPC -2000® CSP Standard (COPC Standard) are twofold: To define management and operational requirements for Customer Service Providers (CSP’s) to ensure that the services provided by the CSP meet the CSP’s clients’ and end users’ expectations. To provide CSPs with a framework within which they can define and implement im......
 

Business Continuity Management (BCM) is the process of: Identifying potential disruptions that might threaten Operations Formulating and implementing viable continuity strategies Development of a plan to ensure continuity of operations The primary objective of Business Continuity Planning is to allow business operations to continue Mission-critical operations under adverse conditions,......
 

The purpose is to provide practical guidance on the design and implementation of an end-to-end Configuration Management, Change Management and Release Management process. Course Content Session 1 - Introduction and review The scope, basic concepts and terminology of Configuration, Change & Release(CCR) Management. Their place within Applications and Service Management. Session 2 - Con......
 

To ensure that delegates have a basic understanding of the principles underlying Information Security Management (ISM), and the current legislation and regulations, which affect this. In addition, the course will develop an understanding of the current national and international standards that are available together with knowledge of the business and technical environments in which information ......
 

To help participants plan and implement IT Infrastructure Library (ITIL)-based Service Management. To demonstrate best practice techniques that will help Service managers deliver “best value�to the business. What skills will the delegate gain? This course will enable delegates to: Review existing Service Management processes within the Service Development Life Cycle. Create a Servi......
 

To describe how current "best practice" will improve the quality of your ICT provision and help deliver the agreed business benefits. What skills will the delegate gain?This course will enable delegates to: · Identify ICT requirements and develop ICT plans and strategies. Design a resilient ICT infrastructure for current and future requirements. Co-ordinate, measure and revi......
 

To show how to develop and maintain IT Service Continuity Plans based on IT Infrastructure Library (ITIL) and other best practice guidance. What skills will the delegate gain?This course will enable delegates to: Use a range of techniques that will generate IT and business commitment to IT Service Continuity. Review and upgrade IT Service Continuity plans. Who will the course benefit......
 

To provide a framework of best practices and procedures that will enable the delegate to work effectively on a help desk/service desk. To enable delegates to practice the "core" skills required. What skills will the delegate gain? This course will enable delegates to: Develop and enhance skills, techniques and procedures for dealing with enquiries, incidents, problems and opport......
 

The Green Belt Training offers participants the basic building blocks for improving business processes in their organizations. The training is structured into five phases starting with a business problem and arriving at an improved solution to the problem. The training uses contextual examples, case studies and exercises on burning issues of industry. The workshop aims at ’Learning by Doin......
 

To examine the business, management, technical and operational issues associated with each of the Service Delivery components. To formulate improvement strategies and processes. What skills will the delegate gain?This course will enable delegates to: · Plan, Manage and Implement ITIL based Service Delivery processes and describe the mission, goals, dependencies, staffing issues, project s......
 

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