Strategic Service Management

In Reaching Beyond Excellence

Two-day learning programme on

‘Strategic Service Management’

Facilitated by Dhammika Kalapuge MCIM(UK), CPM, FAMI, FABE(UK)


The objective of this workshop will be to understand the role that senior management has to play in encouraging its staff to extend customer service to its clientele. Moreover, the need to demonstrate its clientele that the client interface staff of the Institution possesses the right skills and the self-motivation to serve the public with a passion.


Any leading Institution today has a need to maintain a reputation for their intense focus and high standards of quality in every thing they do. In the current context it is through an outstanding customer service that one can establish a ‘distinct sustainable differentiation’ to the institution. In view of the above fact this learning programme will enable the senior management to strategise in setting up the service culture in the organization. At this workshop the improvements required to the ‘Process’ and ‘People’ elements will be given more emphasis, whilst looking at the ‘Policy’ support too needed for the staff to perform.

Target Audience

Managerial and Supervisory Staff.

Training Methodology

Two-day educational and inspirational workshop to be conducted at the senior level of staff not exceeding 36nos in a batch. The learning style adopted will be a combination of mini-lectures, open forum discussions, world-wide examples, individual and group assignments.

Course Contents:

1. The importance of establishing a Service Culture that binds people and systems together.

2. Need to fine tune the staff recruitment, orientation, training and development, and recognition processes.

3. Strategy to demonstrate the personality of the organisation at each and every point of contact.

4. Understanding the importance of empowering the staff closer to the customer interaction points.

5. The maximisation of available resources to the best of its potentiality for enhancement of productivity.

6. The need to work with a ‘Team Spirit’ at all levels across the Institution to achieve the assigned tasks.