In the increase of tough business competition, many companies have realized they can no longer rely on technology and product competitiveness alone to succeed. To win the market competition, companies must differentiate themselves through customer service. Customer satisfaction and loyalty have become the main focus of business competition. Business Process Management (BPM) is a relatively new addition to management practice, particularly in Indonesia. Business Process Management focuses on planning and improving the quality and effectiveness of all core processes/activities across all corporate functions to improve customer service.
This two-day program focuses on how to improve core processes to make them more effective in improving customer satisfaction. By adopting best practices or global standard practices from other companies, participants will gain a better understanding of how to measure the effectiveness of core processes in their companies. In addition, this program will help managers conduct business process analysis to improve the effectiveness of core processes/ activities in their companies.
The program includes lectures, case/article discussions, presentations and film discussions.