To understand the factors influencing behaviour in an operations environment and how a customer focused business may be developed.
Each course takes around ten hours of self-paced time. Included in the purchase price is up to two hours of one on one online coaching.
Aims
To develop an understanding of organisational cultures and how staff react in different situations, along with the skills required for managing a range of staff issues.
Objectives
As an outcome of completing this topic you will be able to:
- To identify the issues relating to organisational structures and behaviour.
- To understand the influence of an organisations culture on behaviour and to determine its impact on business.
- Describe the factors influencing staff behaviour in a service environment.
- Identify the requirements for achieving a customer focused organisation.
- How to recognise and understand the health of the service operation.