Providing Skills for Improving the effectiveness of the Administration Department is the primary focus of the program.
Increasingly there is a need for the non-production departments to improve the quality of their services to internal users. The last 25 years have seen dramatic changes in the Operational Philosophy, Customer Focus, IT Tools, Standardized Management Methodologies and Knowledge Management. This program provides the participant skills for Applying and Managing the Implementation of these in his organization.
This program is intended for all relevant Professionals, Consultants, and Managers. Participants attending the program take away a good multi-discipline understanding of the relevant issues. This training program helps the participant become productive quickly and helps build a related Knowledge Framework that will help him identify, understand, classify and remember the relevant on the job learning and experiences.
This program can be used to train relevant Strategy and Improvement Implementation teams.
QA staff
Admin staff
Operational professionals
Customer service associates
Individuals looking to enter a career in Quality Assurance
Executives who want to upgrade their QA skills
Course Outlines:
Day 1:
New Management Methodologies
Introduction to
Quality Assured ManagementUnderstanding the fundamentals of quality assurance in administrative processes
Key elements of ensuring consistent service quality
Benefits of quality assurance in the administration department
User/Customer Focus
Identifying internal users and understanding their needs
Techniques for improving service quality for internal customers
Strategies for maintaining continuous communication with internal users
Process
ApproachImplementing a process-driven approach to administrative tasks
Mapping and analyzing workflows for efficiency
Streamlining processes for better outcomes
Knowledge Management
Definition and importance of knowledge management in administration
Capturing, storing, and sharing knowledge effectively
Tools and techniques to enhance organizational learning
Day 2:
Administration Work Processes
Good Practices in Administrative Work
Introduction to best practices for routine administrative tasks
Techniques for improving time management and task prioritization
Organizing and maintaining administrative records efficiently
Best Practices in Administrative Operations
Global best practices in administrative work
Case studies of successful administrative process improvements
Methods to benchmark and measure administrative performance
Standard
Operating Procedures (SOPs)Developing, documenting, and implementing SOPs in administration
Ensuring consistency and efficiency through well-defined processes
Periodic review and update of SOPs to match organizational changes
Day 3:
IT Tools for Increasing Effectiveness of Administration
Introduction to IT Tools for Administration
Overview of IT tools used to streamline administrative tasks
The role of automation in administrative processes
Selecting the right tools for your organization
Software Solutions for Administrative Tasks
Popular software solutions for document management, task tracking, and communication
Demonstrating the use of Microsoft Office tools (Word, Excel, PowerPoint) for administration
Utilizing cloud-based solutions for improving accessibility and collaboration
Enhancing Efficiency with IT Tools
Automating repetitive tasks to save time and reduce errors
Managing schedules, meetings, and resources using online platforms
Leveraging data analytics tools for reporting and decision-making
Day 4:
Knowledge Management System for Administration
Introduction to Knowledge Management Systems (KMS)
Defining a Knowledge Management System and its importance in administration
Tools and platforms used for knowledge sharing and collaboration
Setting up a KMS in the Administration Department
Steps to create and maintain a knowledge repository
Structuring a central database for knowledge retention and easy access
Training staff on the use and contribution to the KMS
Ensuring Continuous Knowledge Sharing
Techniques for promoting a culture of continuous learning and sharing
Using collaborative tools for knowledge sharing (Intranets, wikis, shared drives)
Monitoring and improving the effectiveness of the knowledge management system
Day 5:
Manpower and Motivation Issues for the Administration Section
Understanding Workforce Dynamics
Analyzing the manpower requirements for effective administrative functions
Balancing workload and resource allocation
Assessing skills and competencies within the administration team
Motivating
Administrative StaffKey motivational drivers for administrative personnel
Creating a positive work environment to increase job satisfaction
Incentives, rewards, and recognition programs for admin staff
Training and
Development for Administration StaffIdentifying training needs for continuous improvement
Developing personal development plans for administrative employees
Strategies to retain and grow talent within the department