Managing Customer Expectations & Communications

• The profit/ service quality continuum
• Using service quality as market leverage
• Communicating your Value Proposition
• Leveraging service guarantees
• The Internet – managing reputations in real time

Strategic Relationship Building

• Planned agenda building
• Negotiating customer requirements head-on

Managing Ongoing Service Quality

• Continuous improvement strategies and metrics
• Using the RATER matrix

Managing Supply Chain Projects

• Project Management Roles and Processes
• 10 Project knowledge areas
• Project Management phases and deliverables

Project Management Tools & Techniques

• Using a Project Charter an Organization Chart
• Milestone Summary & status reporting
• CASE:  Applying Project Techniques

Change Management in the Supply Chain: What Types of Changes?

• Evaluating where change is needed
• Your personal change management experiences

Key Constructs for Managing Change

• The ‘Change Continuum’ and Force Field Analysis
• Eight Steps to successful change
• Key roles to achieve your goals
• CASE STUDY: Applying Change Tools and Techniques

Personal Leadership Strategies

• How to be a good sponsor
• Ensuring staff engagement for higher results