Kenna Management Group
Sign In | Register
Search
Certified BPO Team Leader
 
Course Testmonials
" The learning of new concepts & tools of 6 Sigma, the trainer him self was a great motivator"
" I liked the way trainer put across the concepts in a simple way. Also, I feel that I have gained valuable knowledge which would help me in my career ahead "
" The examples which were given in the training were very helpful and real time to understand the topic"
" Instructor was knowledgeable, conceptually strong and was able to answer our questions. It was detailed and the instructor helped us to analyze from the process point of view too."

Most of the concepts can be implemented in our workplace , instructor was good to understand our requirements and mold the training program accordingly. Instructor had excellent knowledge on the subject
" The learning of new concepts & tools of 6 Sigma, the trainer him self was a great motivator"
" I liked the way trainer put across the concepts in a simple way. Also, I feel that I have gained valuable knowledge which would help me in my career ahead "
" The examples which were given in the training were very helpful and real time to understand the topic"
" Instructor was knowledgeable, conceptually strong and was able to answer our questions. It was detailed and the instructor helped us to analyze from the process point of view too."

Most of the concepts can be implemented in our workplace , instructor was good to understand our requirements and mold the training program accordingly. Instructor had excellent knowledge on the subject
More>>
 
KMG Classroom Gallery
 
Partners


Spread the Word

   

Objective
At the end of the program, the participant will be able to:

Understand team dynamics and conflict management
Learn how to manage change
Monitor metrics
Improve operational efficiency through quality tools and methodologies
Build processes to capture tacit knowledge and implement best practices
Equip self for handling bigger challenges and assignments

Training Methodology

Structured presentations for knowledge transfer
Group discussions for knowledge sharing
Role plays for assimilation of learning’s
Individual and group exercises for practical application of tools
Games for learning while playing
Videos for visual impact of concepts

Contents
The KMG CBTL Foundation Course is designed to give the candidate a detailed understanding of the following topics:
Team leader – roles, responsibilities and challenges
  Overview of industry and challenges faced by industry
Role of a team leader
Team dynamics
Facilitation skills
Conflict management
Customer relationship
  Understand your customer
Customer requirements - Kano model
Feedback collection and analysis
Handling customer complaints, queries and requests
Variations in service levels
Process thinking
  Plan, do, check and act
Process map and value stream map
Current state and future state analysis
Waste and variations
Pareto analysis
Cause and effect analysis
Floor management
  Job allocation and monitoring
Key performance indicators
Tracking and monitoring metrics
Productivity improvement tools
Visual management
Reward and recognition
Knowledge management
  Benchmarking
Implementation of best practices
Quality concepts and certifications
  Total Quality Management
ISO 9001:2008, COPC, Capability maturity models
Lean
Six Sigma
Data and Dashboards
  Data Analysis
Dashboards Defining and Understanding
  • Different Levels and types of Dashboards
  • Case Study
7 Quality Improvement Tools
People Management
  Leader Vs Manager
Key Skills of a Leader
Art of mentoring and coaching the team
Performance Review
Managing Time Effectively
Understanding and dealing with emotions
Creative thinking


Duration
The CBTL Foundation is a 3 day course.

 
Sitemap | About Us | Contact Us | Privacy Policy | Terms of Use
 Copyright© 2010 Kenna Management Group. All Rights Reserved. Developed by: Travash