Effective Service Delivery
What is this course about?
This workshop is designed to assist the delegate with Effective Service Delivery. Organisations that align their strategic vision to their client's needs and are then adapt their operational planning accordingly are more likely to show positive results and growth.
This workshop will assist the delegate with aligning the vision and approaching their tasks from a basic project management viewpoint, lending strength to the quality, cost and time approach to service delivery.
Please note: A customised version of this workshop can be aligned to the Batho Pele principles for government.
Key content covered
What is Service Delivery and why the Project Management Approach
Understanding service delivery and the mandate we carry from our clients/voters/constituencies
Identifying the 9 aspects of a task or project
What makes a project successful or not. The essential components of organising, managing and completing a project
Communication, Team, Risk, Time, Procurement, Cost, Quality, Customer and Scope
Detailing each aspect and ensuring full understanding of the impact each aspect has on every other
Understanding and defining scope
Without a detailed understanding of this essential aspect the whole project is doomed. Analysing deliverables, boundaries and requirements. Avoiding scope creep and clearly setting expectations
Managing the client and other parties/stakeholders
Business or Politics? It is necessary to know who the client actually is and who needs to be involved to ensure the successful completion of the project. Recognising the role that stakeholders play in scope definition
Organising the project
Structuring and planning the project with good communication and the necessary controls in place
Risk identification and analysis
Identifying and managing risk through an understanding of the risk management cycle
Task identification and analysis
Deciding on the methodology to use
Cost identification and analysis
Understanding the financial aspects and how finance for non-financial managers is possible
Creating the task lists (work to be done)
How to create these lists using measurable methods
Using standard charts and theories to plan
The importance of understanding and implementing these tools
Analysing the value of the project
Identifying the business value of the project
Monitoring and controlling the project
Quality control and how to keep abreast of this aspect