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Torquay Global Solutions Ltd
Company Profile & Training Catalogue
Table of Contents
COMPANY PROFILE ............................................................................................................................... 3
TRAINING COURSES............................................................................................................................ 14
COSTING FOR TRAINING COURSES .................................................................................................. 29
SCHEDULE OF APPENDICES ............................................................................................................... 30
Company Profile
Torquay Global Solutions Limited is a management consulting firm made up of specialists in the following services:
• Project Management • Change Management and Training • Business Process Design and Reengineering • Process Quality Management
Torquay Global Solutions commenced operations as a corporate entity in 2006.
Website: www.torquayglobal.com
Email: [email protected] , [email protected] and [email protected]
Phone Numbers: 01‐7923263, 08023534007, 08032005614
Current Business Location
Our offices are currently located at HOCAL NIMR Suites, Nigerian Institute of Medical Research, 6, Edmund Crescent (Near Presbyterian Church), Yaba – Lagos.
What do we offer?
Project Management Consulting Services: such as product development, business process reengineering, process automation, systems review and upgrade for various industries such as Public Sector, Financial Services, telecommunication, upstream and downstream oil and gas sectors
Training Services in the following fields: o Project Management : Applied Project Management , Project Management
Methodology, Project Management Professional (PMP®)/ Certified Associate of Project Management Preparatory Course
o Business Process Reengineering : Process Analysis, Process Design, Modeling and Change Management
o Quality Management : Six Sigma, Lean and Kaizen
Affiliations/Partners Odese Consulting UK Torquay Global Solutions is the Nigerian representative of Odese Limited, a management consultancy company registered in the UK and Nigeria. Odese partners with Torquay Global Solutions in delivering Solution Support and training services for Project/Portfolio Management (PPM) and Service Management(SM) tools. Odese Ltd also provides training services to clients on PRINCE2, MSP, ITIL standards. Odese has successfully managed the implementation of multiple programs for big names in the financial sector in the UK such as Nationwide Building Society and UNISYS. (www.odese.biz)
t‐Consult Ltd
t‐ Consult Ltd. provides high quality, specialized service to the emerging markets,
with a bias for start‐ups and business process (re)design and optimization. Set up and
managed by professionals who have been involved with corporations in this market
(Nigeria, Ghana, CIV, Kenya, Uganda, Tanzania, South Africa and Iran, among others),
across several sectors and several countries.
Key value drivers for T‐Consult’ services include:
• High capacity for Innovative ideas and solutions
• High Execution Quotient (Efficiency and Effectiveness)
• Maximization of Returns On Investments
• Achievement of quick penetration into the desired market
• Leveraging on existing resources for increased productivity and for competitive
advantage
(www.t‐consultonline.com )
Our Team Kayode Ayo, B.Sc, PMP, CSSGB, ASQ‐CMQ/OE ([email protected] )
Kayode is a project management and business process design specialist, with vast experience spanning oil and gas, financial services and telecommunications industries. He has worked for several reputable firms including Shell Petroleum Development Company (SPDC), Guaranty Trust Bank Plc, Oceanic Bank Plc and MTN Nigeria Communications Ltd. He has been responsible for the delivery of several cutting‐edge projects in diverse functions including but not limited to hydrocarbon prospect evaluation, business process reengineering (BPR) and automation, corporate sales services, Call Center Improvement, Postpaid Billing Operations, Enterprise Resource Planning (ERP) tools and Telecommunications Revenue Assurance.
He brings this vast and diverse professional and consulting experience to bear in his role as the Chief Responsibility Officer of Torquay Global Solutions Ltd. He currently has oversight of the company’s Project Management Consulting and Training Practice.
His key skills include the following:
• Business Process and Quality Management: Process design, modeling and reengineering
• Project/Program Management: Utilizing structured project management methodology in delivering multiple projects/programs
• Business Analysis: Development of business cases and requirements (functional and systems) gathering
• Presentation and Facilitation Skills: Presentation of business case, project status reports and project alignment meetings
• Training: Mentoring and training on project management and business process best practices
Project Summary Date Project Title Project/Program Owner
February – April 2009
Facilitation of Business Launch of Border 2 Border Logistics Services
Border 2 Border Ltd., Lagos Nigeria
January – March 2009
Organisational Transformation and Operations Reengineering
Wadmus Nigeria Ltd
September‐ November, 2008
Facilitation of Youth Capacity Building Initiative
Ebonyi State Government
Date Project Title Project/Program Owner
August – December, 2008
Program Management of Critical – to ‐ Launch Projects ( Network Rollout, Points of Sale Readiness, Dial Reservation Campaign, Business Readiness Test)
Etisalat Nigeria
Development of portfolio management framework
Etisalat Nigeria
April – August, 2008 Development of business processes for Sales, Human Resources, Customer Care, Contracts, Administration, Procurement, Information Technology and Engineering
Etisalat Nigeria
Definition of key process maturity thresholds
May 2008 Facilitation of Business Process Management Training
Torquay Gobal Solutions/ BPM Council , Canada
March 2008 Project Management Methodology Training for Project Engineers
QS Tel
February – March, 2008
Process Transformation and Organisational Change Management
Arc Intrum Ltd
December 2007 ‐ January 2008
Establishment of Revenue Assurance Project Management Office
MTN Nigeria
October –November 2007
Review and Resolution of Interconnect Partners Bill Discrepancies
MTN Nigeria
August – November 2007
Organizational Transformation of Business Structure, Operations and Processes
MTECH Ltd
November 2006 – March 2007
Process Review, Validation and Documentation Revenue Management Processes
MTN Nigeria
June ‐ November 2006
Implementation of IFS Flex ERP Application
MTN Nigeria
March 2005 – June 2006
Facilitation of Issuance of Certificate of Capital
MTN Nigeria
Date Project Title Project/Program Owner
Importation (CCI)
October 2004 – February 2005
Post Paid Operations Improvement Project
MTN Nigeria
Development of Contact Center Escalation Procedures
MTN Nigeria
July – September, 2004
Contact Center Improvement Initiative
MTN Nigeria
April – October, 2004
Strategic Key Account Management (Project SAM)
MTN Nigeria
April 2001 – May 2003
Reengineering of Core Business Processes
Oceanic Bank
May 2003 –March 2004
Reengineering of SupportBusiness Processes
Oceanic Bank
Aug 1998 – March 1999
Data compilation and analysis project on 40 of Partially Appraised Fields (PAF) and Unappraised Discoveries (UAD)
Shell Petroleum Development Company
April – December 1999
Regional interpretation and mapping of OML 11 2‐D seismic Data
Shell Petroleum Development Company
Babatope Makun B.SC, ACA, MBA, MPMI, MCMI, CSSGB ([email protected] )
Tmak, as he is generally known, has over twelve year’s multi‐sectoral working experience. Having worked for Schlumberger Oilfield Services, UNICEF and MTN Group (Africa and the Middle East), he adds a rich wealth of experience to the group. He is also the initiator/coordinator of the ‘LEAD’ initiative, which seeks to develop leaders for the next generation.
Tmak has a strong hands‐on experience in Inventory, Fixed Assets, Management Accounting, Administration, Distribution, AR Management, Expenditure Management, Revenue Management and Assurance, International Trade Financing, ERP Design, Implementation, Upgrade and Optimization, Project Management, Process (re)Design and Optimization, and Change Management, among others. His training and facilitation skills, as well as his passion for teaching, make him a valuable asset to the team.
He functions as the Chief Strategy Officer of Torquay Global Solutions Ltd.
Key Skills and Attributes
Key Attributes include
Strong leadership skills
Strong local terrain knowledge
Integrity
Passion for Excellence
Strong communication skills‐written, oral, prepared, extemporaneous
Team play
Organization start up skills. This will include
o Staffing
o Policy, Procedures and Process set up
o Operational Integration
o Vision, Foresight and Proactivity
o Change Management and Company Evolution Management
Sound, hands‐on experience in ERP implementation and upgrade.
Ability to come up with creative ideas
Project Management (including pioneer products)
Cross‐functional relationship management.
Track history of efficient and effective execution in all assignments
Delivering sustainable solutions
Project Summary
Project Description Organization Role
Set up of Sales and Distribution Financial Operations Department (People, Processes, System, Facilities)
MTN Nigeria Project Team Lead
Set up of Nationwide Sales and Distribution Channel
MTN Nigeria Project Team Lead
Set up of a 1b Credit Facility Management Framework
MTN Nigeria Project Team Lead
Re‐organization of MTNN Finance Operations Department
MTN Nigeria Project Leader
Design and Implementation of Companywide Payment Run
MTN Nigeria Project Owner
Design and implementation of a Distributor Help Desk
MTN Nigeria Project Team Lead
Design and Implementation of Supplier Help Desk MTN Nigeria Project Owner
ERP (IFS) implementation MTN Nigeria Project member
ERP (IFS) Upgrade MTN Nigeria Process Owner
VGC Acquisition MTN Nigeria Project Team Lead
Set‐up of MTN Irancell Finance and Project Office MTN Group Process Owner
Product Development (Blackberry Introduction) MTN Nigeria Project member
MTN Franchising (connect store) MTN Nigeria Project Member
Import Financing Clean up MTN Nigeria Project Owner
Policy, Processes, Procedure Design, implementation and Optimization
MTN Nigeria, MTN Irancell, MTech Com
Various
VAS Payment Clean up MTN Nigeria Project Owner
Interconnect Clean‐up Project MTN Nigeria Project Owner
Interconnect‐T upgrade MTN Nigeria Project Owner
Office Relocation (Various) MTN Nigeria Various
Marketing Campaigns (Various) MTN Nigeria Process Owner
MTech Communications Re‐organization MTech Comm Project Lead
MTech Communications Private Placement MTech Comm Project Lead
MTech Communications Roll‐out to Tanzania MTech Commun Project Lead
Ochi .I. Lynx, B.ENG ([email protected] )
Lynx worked as a Field Engineer at various engineering companies in Nigeria. He has been responsible for the successful delivery of several power plant projects and has vast experience in engineering and technical services, industrial engineering management, product development, administration, project management, power plant maintenance and assembling, engineering/architectural design and construction/supervision. He is currently the Administrative and Logistic Manager of Torquay Global Solutions.
Emmanuel Udoh John, B.Sc, CISA, PMP ([email protected])
Emmanuel is a highly qualified specialist/consultant with several years experience in Revenue Assurance and Strategic Planning within several business areas including Systems’ Auditing, Risk Management, Control and Assurance, Business Analysis, Data Analysis, Project Management and Telecommunications.
He has worked with Citibank Nigeria, Globacom Nigeria, and MTN Nigeria in various capacities and currently consults for Torquay Global Solutions Ltd. He is results‐oriented with proven ability to undertake Risk Analysis and Control, System’s Audit and Business Intelligence initiatives.
Key Skills
• Training skill – train project managers using PMI methodology • Highest degree of honesty and integrity • Analytical – keen to 'drill down' • Problem solver – enjoys the challenge of tacking difficult problems • Logical and quick thinker – can use logic to resolve a problem • Team spirit – has the drive to work with others to achieve common goals • Results driven – passionate about getting to the answers in given timeframe • Good interpersonal and supervisory skills • Good communication skills – can present ideas well and influence others; a good
listener • Good report writing and presentation skills • Flexible worker – doesn’t require structure to operate at full potential • Skillful in Advanced MS Excel & MS Word , PowerPoint, Project, Visio, SPSS, E‐View and
ACL Training Summary
Year Institution Course
2008 Phillips Consulting Limited / GRAPA Business Intelligence & Data Mining
2008 MTN Nigeria Communication Ltd Aspire (Leadership Development Training)
2007 IIR UK (Training held at JW Marriott
Hotel Dubai, UAE) Billing & Revenue Management Strategies for Middle Eastern, Gulf and North African Operators
2007 MTN Nigeria Communication Ltd Problem Solving and Decision Making
2007 EDP Systems’ Audit and Data Analysis ACL Training (Thinking ACL – Intermediate)
2007 Leadership & Vision Supervisory Management Skills
2007 Leadership & Vision Developing Management Skills
2007 Torquay Global Solutions Intensive Project Management Training
2006 MTN Nigeria Communication Ltd Effective Business Writing
2006 MTN Nigeria Communication Ltd Core Training for MS Project 2003
2006 Computer Audit Control & Security Associates Ltd
Audit Command Language Training (Working with ACL ‐ Foundation)
2006 MTN Nigeria Communication Ltd Enterprise Data Warehouse–WEBI Data Ext
2006 Ericsson GPRS System Survey–Overview of GPRS
2006 Ericsson GSM RAN Statistics Introduction
2006 Ericsson MMS R3 Overview R2A
2006 Ericsson Overview of Prepaid billing system; CS3.0
2006 Ericsson Mini Call Completion Workshop
2005 Comfone Telecom Switzerland Elements for Int’l Roaming & Management
2005 eXcellence in Telecommunication U.S.A Best Practices in RA Training & Workshop
2005 Digital Bridge Institute Abuja‐Nigeria Billing Mediation, Rates & Tariffs
2005 Digital Bridge Institute Abuja‐Nigeria IP Billing and Mobile Data Service Billing
2005 A.J. Silicon Lagos‐Nigeria Certified Information Systems Auditors’ Program
2004 Globacom Nigeria The Customer‐Centric Staff
Chikamadu Onyewuchi BSc, PMP, CSSGB, ASQ‐CMQ/OE ([email protected] )
Chikamadu is a self‐driven program manager with 15+ years quality work experience; six years
of world class multidisciplinary business and management consulting with KPMG Professional
Services (formerly known as Andersen) and nine years in the telecommunication industry.
Chika has successfully delivered projects across different industries – manufacturing,
telecommunication, oil & gas, and educational services. Key competencies include program
and project management, business process improvement/ reengineering, quality management
as well as transition service management.
She is driven by excellence and has a passion for facilitation and knowledge sharing. She is also a member of faculty at Pan African University (Lagos Business School).
Omayeli Alamutu BSc, PMP, MCP, ASQ‐CMQ/OE, MoR ([email protected] )
Omayeli, a Computer Science Graduate of the University of Lagos was a pioneer staff of Microsoft Nigeria where she held forth as Office Manager. She began her career in project management as Project Officer with Integrity, a non‐governmental organization. A graduate of the Project & Programme Management Course at the University of Connecticut, Omayeli is a certified Project Management Professional (PMP) and a Microsoft Certified Professional (MCP).
Her work experience which spans over 12 years includes various positions in project management, business optimization and training with Africa’s foremost telecommunications company.
Client Base and Project References
Our world‐class professionals and processes have been deployed to deliver projects for the following:
Financial Services
Telecommunications Construction ICT
Public Sector
Oceanic Bank MTN Lilburn Millenia Projects
SWAP Technologies
Nigerian Ports Authority (NPA)
Guaranty Trust Bank
Zain Nigeria Aresco Ltd
Philips Project Centre
Intercontinental Bank
Arc Intrum Ltd
HP Nigeria
Diamond Bank Reime Nigeria Ltd.
QS Tel Ltd
Omega Savings and Loans
Bell & Bell Telecoms
WadmusNigeria
Technology Bureau Ltd
Training Courses
Torquay Global Solutions proposes a bouquet of training courses on the following competencies: Project Management, General Management, Operations Management, Customer Service, Public and Private Sectors Partnership and Business Process Management.
Applied Project Management/ Project Management Professional (PMP®) Preparatory Course
Projects being temporary endeavours which serve to produce unique products and services tend to serve as a more direct route to attaining strategic goals and objectives. Project Management involves the application of information, tools, skills and techniques to activities involved in a project to meet defined goals and objectives.
This preparatory course is designed to enhance the understanding and application of key project management concepts and principles as well as attaining either the PMP® certification. The implementation of this training course will result in the attainment of the following advantages for participants:
• Equipping participants with applicable methodologies for initiating, planning, executing , monitoring and closing projects
• Passing the PMP® certification examination • Ability to link project outcomes to strategic objectives • Development of functional project Work Breakdown Structure (WBS) • Identification and management of risks associated with projects • Use of network techniques to develop practical and realistic project schedules
required to ensure timely completion of projects • Control of project costs, schedule and quality of project deliverables • Management of contracts and procurement activities associated with projects • Effective management of changes to project scope, costs, and schedule
Scope of Training
The intended scope of this training workshop will cover the following areas:
• Module 1 – Project Management Overview • Overview of applied project management framework • Project lifecycle definition and design
• Module 2 – Project Scope Management • Development of Project Scope Statement for various industries (construction, IT and
health care)
• Development of project Work Breakdown Structure (WBS) • Module 3 ‐ Project Time Management
• Procedure for project schedule management ( activity definition, sequencing, duration estimation, schedule development and Schedule control)
• Introduction of schedule compression and control techniques • Module 4 ‐ Project Cost Management
• Project cost estimating Techniques (Top down and Bottom‐up ) • Measuring the effect of schedule changes on project cash flows
• Module 5 – Project Quality Management • Application of tools for project quality control
• Module 6 – Project Risk Management • Identifying risks in projects • Project risk assessment (qualitative and quantitative) • Development of contingency plans for managing variations to project
• Module 7 – Project Communication Management • Communication Planning • Information Distribution • Stakeholder Management
• Module 8 – Project Procurement Management • Contract Management • Contract Administration
• Module 9 – Project Integration Management • Managing all project management knowledge areas in a seamless flow
Learning Approach
A blended learning methodology utilizing the following to ensure effective communication of project management concepts and methodologies:
• Presentations: Using slides to communicate key concepts with multimedia equipment (Projector)
• Group Exercises: role plays designed to emphasize team based solutions for project related issues
• Case Studies: Customised situations based on engineering and technical based projects
• Discussions: allowing the workshop participants to share their varied experiences and perspectives on project concepts and situations
Target Participants
• Project Managers • IT Engineers • Heads of Departments
Achieving Strategic Outcomes through Performance Management
Today, more than ever before, organizations must manage the performance of employees to ensure that strategic
goals are achieved. The performance management system in many organizations does not ensure that the
organization’s vision and strategy are communicated and achieved and that the values are enshrined in the
attitude of the staff.
The primary objective of this general management training workshop is to help participants redesign their
Performance Management System to ensure it delivers the strategic plan and holds managers and employees
accountable for living up to the organizational values.
Scope of Training
• Understanding requirements for goal settings and determining Key Performance Indicators (KPIs) for work activities
• Tracking and measurement of goals and targets
Target Participants
• Human Resource Managers • Departmental Heads
Improving Personal Effectiveness
This training is designed to aid participants who wish to improve their ability to achieve results through
cooperation with other colleagues and people.
Scope of Training
• Goal Setting
• Time Management
• Delegation and Empowerment
• Communication and Motivation
• Stress Management
• Leadership
Target Participants
• Management Staff • General Staff
Decision Making and Conflict Resolution in the Workplace For Managers
Managers and Supervisors in today's business environment are involved in some form of decision making
and problem solving and are often faced with the challenge of constantly evaluating and managing various
things. Resolving problems and making decisions often prove difficult and time consuming. Most managers
therefore solve problems and make decisions in a reactive manner, usually when stressed and short of time.
consequently, when they encounter a new problem or decision they must make, they react with a decision
that seemed to work before and get stuck in a circle of solving the same problem over and over again.
Scope of Training
• Problem Solving
• Correct identification of problems: Rethinking the logic of cause and effect
• Understanding the distinction between serious problems and urgent problems
• Reactive versus proactive approach to problem solving
• Processes for problem resolution
• When and how to facilitate participatory problem solving
• Decision making
• Understanding why we make bad decisions
• Recognizing the psychological 'traps' that lead to poor and ineffective decisions
• Decision making in the face of limited information
• Effective decision‐making processes & styles
• Application of problem‐solving techniques in our personal and professional lives
Target Participants
• Directors • Managers • Supervisors
Business Process Improvement and Management
The need to develop effective business performance improvement strategies has never been greater in
Nigeria than it is today. The economy is growing slowly and is characterized by high cost of funds, materials
and services. Companies in all sectors are therefore seeking new ways to improve their financial performance,
market share, and customer satisfaction and employee contribution to the business.
The training course will provide participants the opportunity to learn different approaches and methods used
to improve the performance of business processes in order to make them effective and efficient.
Scope of Training
• Principles of Business Process Improvement
• Value creation through Process Improvement
• Process Improvement Strategies: An Evaluation Process Design and Redesign
• Work Process versus People Processes
• Business Process Mapping
• The Role of IT in Process Design and Improvement
• Problem Solving Techniques and Tools
• Competitive Bench marking
• Quality Function Deployment: Turning Customer Input into Innovation
• Business Process Costing
Target Participants
• Heads of departments • Team Leaders • Managers • Supervisors
Six Sigma Green Belt Training
Six Sigma improves the process performance, decreases variation and maintains consistent quality of process
output. This leads to defect reduction and improvement in profits, product quality and customer satisfaction.
Training Objectives
• Equipping participants with a defined methodology for Defining, Measuring, Analyzing, Improving and Controlling Six Sigma Project initiatives
• Provision of tools and techniques necessary for Six Sigma project success • Ability to relate projects to organizational strategic goals • Development of Voice of customer models, SIPOC, Critical to Quality matrix, Resource analysis and
measuring current baseline. • Identifying the problems and putting them in a way for management understanding and decision. • Identifying the root cause (s) of the problem • Deciding what problem to immediately solve and narrowing down to the root causes of the problem
using the FMEA, Ishikawa diagram e.t.c • Use statistical methods to analyze and derive what the casues are actually responsible for the
organizational problems • Proffer solutions and put in control points • Preparing participants for the Six Sigma Green Belt certification as well as help them see the need for Six
Sigma on the job
Scope of Training
This training course will be based on the DMAIC Principle:
Define
• Operational definitions of key terms • Problem statement • Project mission/objectives • Cost of poor quality and other financial impact (cost avoidance, revenue enhancement, etc.) • Operational / strategic impact
Measure
• Measureable definition of Y (or Ys) in Y=f (X) • Process map(s) – current state (as is) • Measurement system analysis (MSA), including a description on how it was conducted • Base line performance (Y or Y’s) ‐ showing current and goal columns for Y metric(s) and COPQ • Process capability ‐‐Sigma level, including a description of how it was carried out.
Analyze
• List of Theories to be tested (List of selected Potential X’s to be tested) • Data collection plan for Analyze phase • List of (proven X's) root causes i.e. Y= f (X1, X2,…Xn)
Improve
• List of alternative remedies (solutions) for each root cause (or each group of related root causes) • Pugh matrix or criteria selection matrix to evaluate alternatives • (If applicable) Design of Experiments (DOE) plan and results • If pilot is applicable, plan and results of pilot implementation • List of remedies (solutions) selected
Control
• Control Plan • List and examples of Procedures (created and/or updated documents, etc.) • Communication & Training Plans (and completion) • Control charts showing results, and comparison of process performance Graphical (e.g. box plots) and
statistical analysis to prove significance of improvement • Results (metrics and COPQ) of Actual vs. Target vs. Baseline
Target Participants
• Directors
• Managers
• Team Leads
Customer Service Management
This training is designed to aid participants to meet the objective of satisfying customers' needs and even
exceeding them profitably. It will also aid organizations to discover and understand what customers expect
before designing, organizing and operating their businesses to meet these expectations.
This training emphasizes how organizational behaviour and the functions of operations are integrated to
deliver excellent service and increase the levels of value that customers expect.
Scope of Training
• Service Design
• Understanding Customer needs
• Building Customer Loyalty
• Creating Customer Value
• Service Operations
• Continuous Process Improvement
• Managing Demand and Supply
• Leading and Motivating People
• Organisational Values and Culture
• Measuring Customer Satisfaction
• Establishing and measuring Service quality standards
Target Participants
• Directors
• Managers
• Departmental Heads
Customer Service Excellence
What are the pitfalls that many people fall into when trying to deliver customer service? Does attitude count?
Find out the answers to these and other important customer service questions during this information‐packed
training session. Participants will learn what exceptional service is, how to project a customer‐ friendly image,
how to handle demanding customers, and more.
Objectives
At this program's conclusion, participants should be able to:
• Describe exceptional customer service.
• Identify the benefits of great customer service.
• Recognize barriers to the delivery of outstanding customer service.
• Recognize and adapt to specific customer behaviour style
• Learn techniques for dealing with angry or upset customers.
• Develop a personal action plan to improve customer service skills.
Scope of Training
• Get Ready to Serve: Where Excellence Starts
• The Communication Jungle: Understanding Different Communication Styles
• It's Not What You Say: Rephrasing for Better Relationships
• The Good, the Bad, and the Ugly: Dealing with Difficult Customers
• The Ten deadly sins of customer service
Target Participants
• Managers
• Supervisors
• Front Desk Personnel
Customer Relationship Management 101
This training course introduces the different facets of customer relationship management (CRM) to
Participants and shows them how to identify who their customers really are, analyze the key components
of CRM, and understand how it integrates within an organization.
Course Objectives
At this program's conclusion, participants should be able to:
• Develop an understanding of the terms and benefits of CRM on a company's bottom line.
• Analyze the different components of a CRM plan.
• Develop their checklist for readiness and success in CRM.
• Identify how CRM creates value for organizations and customers.
• Identify developmental roles that have the greatest impact on CRM.
Scope of Training
• Connecting with Customers: Customer Relationship Management
• What Exactly Are We Managing: Requirement Driven Product Selection
• But Wait; Don't Leave: Strategies for Customer Retention
• What Can We Do to Measure?: Evaluating and Reviewing Your Program
Target Participants
• Directors
• Heads of Departments
• Team Leaders
Public Private Partnerships (PPPs) Infrastructure
Infrastructure development is essential to sustaining economic growth and improving competitive position
in today's global markets. Often however, traditional public sector funding sources are severely constrained
when it comes to financing public infrastructure facilities. Innovative approaches to financing infrastructure
services and programs for Public Private Partnerships (PPPs) have therefore been endorsed by many
countries as means of accelerating delivery of such services.
An essential element of PPP is the desire to link public sector accountability with private sector discipline,
expertise, efficiency at delivering such services, and financial resources. This is equally true in both developed
and developing countries. This course aims to help delegates familiarise themselves with Privatisation and
Public Private Partnership (PPP) concepts as key drivers in public sector reform agenda. It will also aid delegates
in exploring possible business relationships between public and private sectors.
Course Objectives
• What is Public Private Partnership (PPP)?
• Managing and Allocating Risks in PPP
• Quantitative Risk Analysis and Cashflow Forecasts
• Legal and Contractual Issues in PPP Projects
• Financing Issues including Capital Marketing Enhancement for PPP
• The PPP Tender Process
• Sources of Credit Support and Risk Support in PPP Projects
• PPP and Social Infrastructure
Target Participants
• Directors
• Heads of Departments
• Finance Personnel
• Contracts and Procurement Personnel
Blue Ocean Strategy
Overview
The present day business environment is characterised by shrinking customer demand, cut‐throat competition,
dearth of differentiating products and reduced growth and profit margins. Blue Ocean Strategy seeks to enable
companies develop an edge against competition by creating uncontested markets, attain early adopter gains
while increasing revenue margins and gaining quantum growth in market share.
Objectives
By the end of this training, participants will be able to:
• Define Blue Ocean Strategy within the context of the Nigerian Public Sector environment
• Establish a framework for organisational utilisation of Blue Ocean Strategy
• Define Blue Ocean Strategies that will differentiate the state from its peers
• Utilise specific tools and frameworks
Benefits
• Reconstruction of market boundaries
• Identification of new revenue streams beyond the existing market
• Improving transition from strategy to execution
• Improved revenues and growth rate
Course Content
Module 1 – Introduction
• What is Blue Ocean Strategy?
• Blue Ocean vs Red Ocean
• Imperative for Blue Ocean Strategy
• Key Principles of Blue Ocean Strategy
• Blue Ocean Strategy in the Global Business Context
• Blue Ocean Strategy in the Nigerian Business Context
Module 2 – Formulating Blue Ocean Strategy
• Reconstructing Market Boundaries – a view of different industries
• Setting a strategic sequence for delivering blue ocean strategy
• Defining and setting framework for executing blue ocean strategy
• Reaching beyond existing demand in the Insurance Industry
Module 3 – Executing Blue Ocean Strategy
• Overcoming key organisational hurdles
• Building execution into the defined strategy
• Sustainability and renewal
Learning Process
• Blended learning methodology using case studies, presentations, brainstorming and group discussions will
be used to deliver this training.
Duration
• 2 days
Who Should Attend
• Team Leads
• Middle Management
• Executive Management
Costing for Training Courses
The table below provides indicative costs of our training courses:
Training Course Cost (N) per Participant
1. Applied Project Management 200,000
2. Project Management Professional (PMP® ) Preparatory Course (Weekend)
180,000
4. Achieving Strategic Outcomes through Performance Management
120,000
5. Improving Personal Effectiveness 70,000
6. Decision Making and Conflict Resolution in the Workplace 80,000
7. Business Process Improvement and Management 80,000
8. Customer Service Management 80,000
9. Customer Service Excellence 80,000
10. Customer Relationship Management 101 90,000
11. Public Private Partnerships (PPPs) Infrastructure 200,000
12. Blue Ocean Strategy 180,000
● All prices are exclusive of Value Added Tax (VAT)
Schedule of Appendices
• Appendix 001 CAC Registration
See Appendix 001 at the end of this document
• Appendix 002 VAT Registration
See Appendix 002 at the end of the document
APPENDIX 001 CAC Registration
APPENDIX 002 VAT Registration
