SEMINAR  CALL  

   

LEADERSHIP’S  ROLE  IN  SERVICE  DELIVERY      Faculty  of  Economics,  Finance  and  Administration  -­‐  FEFA,  is  pleased  to  invite  you  to  the  seminar   "Leadership’s   Role   in   Service   Delivery",  which  will   be   held   on  December   5,  2014  at  the  premises  of  the  university.      About  the  Seminar    

 Seminar  Goals:    

ü To  assess  needs  of  organizations  to  sustain  growth  by  building  customer  loyalty  

ü To  align  service  delivery  with  leadership  objectives  and  vision  ü To  identify  growth  opportunities  through  service  excellence  ü To  understand  how  to  streamline  communication  with  middle  management  

to  assure  implementation  ü To  set  objectives  and  design  strategies  for  success  

 

World-­‐class   cultures   of   quality   service   delivery   that   focus   on   the   value   of   your  organization  do   not   exist  without   commitment.   It   is   an   evolution   that   only   takes  place   with   a   strategic,   robust   plan   and   an   unwavering   focus   and   belief   in   that  direction.  Being  interested  in  service  excellence  and  having  great  knowledge  about  service  is  not  enough.  The  leaders  and  each  person  on  the  team  must  be  committed  and  aligned  with  that  philosophy.      This  high  performance  and  interactive  Seminar  is  designed  for  leadership  teams  and  senior  managers  of   organizations  and   companies  who  want   to   significantly   impact  their  customer  loyalty  and  service  delivery.    The  results  driven  methodology  will  offer  clear  steps  to  align  your  team’s  performance  to  the  desired  customer  experience.    

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       Program  of  the  Seminar    9:00-­‐12:30  –  Morning  Session  ü Service   as   a   competitive  differentiator   -­‐  How  Leadership   affects   growth   in   today’s  

challenging  market  ü Service   Strategy   –   what   is   100%   service   delivery   and   how   does   it   align   with  

company  visions?  ü The  Customer  Journey  –  what  does  your  customer  experience  currently  look  like?  ü People/Place/Process  12:30-­‐13:30  Lunch  break  13:30-­‐16:30  –  Afternoon  Session  ü Goals  of  Leaders  ü Design   your   strategy   –   goals,   customer   purpose   implementation,   and   action   plans  

for  success  ü “One  Team  –  Right  Direction”  ü Communication  alignment    -­‐  Achieving  results  through  the  success  of  your  team  ü Acceptability  culture  ü Summary  –  What  is  your  competitive  differentiator  for  service  excellence?      Lecturer    Miki  Mitrovich,    Senior  Vice  President  Master  Connection  Associates    As  a  high  impact  facilitator  and  consultant  at  Master  Connection  Associates  (MCA),  Miki  brings  a  wealth  of  experience,  passion  and  knowledge  about  markets  acquired  from  her  leadership  and  sales  positions  with  the  elite  brands,  Four  Seasons  Hotels  and  Resorts,  and  The  Ritz-­‐Carlton  Hotel  Company.     She  has  applied  her  experience  with   the  global  market  to  clients  in  North  America,  Middle  East,  Europe,  and  Asia.      She  has  developed  a  highly  analytical  perspective  for  building  market  share,  customer  service   delivery,   and   brand   loyalty   by   teaching   sales   and   leadership   teams   the  fundamentals   of   strategic   performance   and   achieving   deliverables   in   competitive  markets.        

Miki   has   years   of   experience   training   and   consulting   with   luxury   brands   and   has  become   an   expert   in   the   consumer  markets  with   her   tenure   at  MCA,  who   has   built   a  client   list   in   virtually   every   aspect   of   the   global   industry   including   Hotels,   Resorts,  Convention   Bureaus,   Tourism   Organizations,   Retail,   Insurance,   Real   Estate,   Medical,  Healthcare,  Pharmaceutical,  Legal,  and  Financial.        

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           Attendance  minimum  requirement  –  10  people  Maximum  attendance  –  25  people  English  Proficiency  Required  –  Seminar  conducted  in  English    The   participation   fee   is   RSD   24,900   +   VAT.   Participation   costs   include   the   cost   of  lecture,  materials  for  each  participant  and  a  light  lunch.    For  3  or  more  participants  from  the  same  company  a  discount  of  10%  applies.    If  you  wish  to  attend  the  seminar,  please  complete  the  application  form  attached  below  and  send  it  to  institut@fefa.edu.rs.  The  deadline  for  applications  is  November  27,  2014  COB.  You  will  receive  a  preliminary  confirmation  of  participation  one  working  day  after  submitting   your   application,   along   with   payment   instructions.   Considering   that   the  number  of  places  is  limited,  priority  will  be  given  to  those  who  apply  early.    For  any  additional  information,  please  contact  us  by  email  at  institut@fefa.edu.rs.        

 

 

 

 

 

 

 

 

 

 

 

 

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 APPLICATION  FORM  

 Name    Company    Company  Position    Telephone  Number    E-­‐mail    Payment:    a. Personal  b. By  the  company  

If  the  payment  is  made  by  company,  please  provide:  PIB    Address                                                

Faculty  of  Economics,  Finance  and  Administration  Bulevar  Zorana  Đinđića  44,  11070  Belgrade  +381  11  2600  600,  +381  11  2600  080  info@fefa.edu.rs/www.fefa.edu.rs