Performance Excellence -- PE II
With Level I as a pre requisite to this Level II session or test result equivalence we continue with the profession development program for a Profession Service Manager. This development level explores modern management tools to facilitate the performance of the critical customer service balance with market penetration and profitability... The “New Quest Service Management Level II” consists of 4 elements presented during a two day seminar.

	Leadership NOT Management – It is all about People The Basic Principles of Leadership - Control versus Trust; Methods and tools to stimulate progress and development of processes and systems as well as personnel. You can manage process but you must lead people. Communication styles and their impact on personnel development – begins the exploration of Attitude not Aptitude as a key driver of individual performance. Tactics to use to facilitate change – how to ensure success are exposed.
	The New Financial Models – Satisfying Absorption Needs The interdependencies of Service and Parts with Sales and Rentals – how the ratios of the sales make a difference; market share and profit share issues are uncovered. What is absorption and how can it be applied to any business regardless of life cycle and machine population. The machine is bait – determining the potential of the market so that we can measure the market capture rate of the business.
	The Balanced Scorecard – Operational Excellence Understanding how to improve on the implementation of company strategy, new projects, new product or markets – statistics indicate only 10% of businesses succeeds at these implementations. The usual reason is that only 5% of the employees understand the strategy of the company. Using the balanced scorecard in a simple practical manner is the hallmark of this section. Many companies struggle at the use of the balanced scorecard – the way to overcome this difficulty is provided in a clear and understandable manner.
	Sales & Marketing – Reaching for your Potential This is a Business School Marketing class for non marketing management. Market segmentation and product positioning are explained. The Four “P’s” of marketing – product, price, place and promotion are presented and explained. Understanding competition and creating a sustainable competitive advantage becomes the goal of any business. How this can be achieved in your market place is explained.

This “New Quest Service Management Level II” provides a broad base introduction to Service Management for the 21st Century. It is intended as the second step for Service Lead hands, Instore Sales Lead hands, Supervisors, Managers and Executives who have attended the “New Quest Service Management Level I” class. The material covers the “next” level of disciplines required of a Professional Service Manager.