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Professor Daniel G. Fuchs - ASI Online E-Learning Program for Service Managers


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“This practical, step-by-step course will guide you through the many aspects of becoming a professional service manager. You will learn what it means to be a leader, how to manage staff and other resources as well as how to prepare and manage a business plan for your service business or service profit centre.”

Our service management training is available in a flexible, modular format, at any time and anywhere. Your ability to learn the skills you need is not limited by the usual academic calendar.

Study options include ASI On-line and correspondence - Distance Learning which means that you can pace yourself to suit your situation and your training requirements.

You can study just one Module that covers the Topic you need, or a Diploma course that covers a series of modules in a progressive up skilling and management qualification.

Take a closer look at the ASI On-line training options that will show you details of each course, including the Syllabus and the investment you need for a future in frontline management.

To receive an obligation free information package, please contact me via the contact form or alternatively, contact me via my website

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Professor Daniel G. Fuchs - ASI Online E-Learning Program for Service Managers

  1. 1. Diploma of Industry & Service Management <br />Management Training for Service Professionals<br />Presented by: Daniel G. Fuchs<br />8/16/2010<br />1<br />Daniel G. Fuchs /<br />
  2. 2. The Service Manager today<br />Learning by mistakes can be costly.<br />Moreover, it is unnecessary.<br />Service Management Training is now available. It is flexible and economic. It is service industry specific.<br />Ideally, all frontline managers, supervisors and team leaders should undertake at<br />least some of the course modules, before taking on responsibilities for staff, customers<br />and company policies and procedures.<br />The Diploma of Industry & Service Management provides the new service manager with a study choice of over 30 topics.<br />This TAFE accredited course is designed and delivered by service professionals,<br />providing both academic as well as practical knowledge that can be applied in a work<br />place situation.<br />The course notes supplied will prove to be a valuable source of reference material that can be referred to in future.<br />8/16/2010<br />2<br />Daniel G. Fuchs /<br />
  3. 3. The Service Manager<br />The demands on a Frontline Service Manager are many.<br />The Service Managers needs to be proficient in many skills, including:<br />Leadership in the workplace,<br />Planning and budgeting,<br />Training and mentoring,<br />Consumer laws,<br />Industrial relations laws;<br />Workplace safety,<br />Service level agreements, I.T. Q.A., and more.<br />Yet, service managers are often selected from the ranks of the service delivery staff who show technical ability and personal leadership skills.<br />How do these new service managers, supervisors or team leaders acquire the necessary skills to effectively manage a service business?<br />Quite often it is ‘On the run’, learning as you go, by copying and learning from other managers.<br />While this method is fine, if time allows in the right circumstances, some questions may be asked :<br />Is this the best way to learn?<br />Is this the most cost-effective way to learn?<br />How time consuming is this method of learning for everyone concerned?<br />Is there a better way to service management skills?<br />8/16/2010<br />3<br />Daniel G. Fuchs /<br />
  4. 4. Diploma of Industry and Service Management<br />(Frontline Management) <br />Delivered in partnership with:<br />ASI Australian School of Industry<br />Special Offer:<br />Join us now!<br />and receive substantial discounts off<br />Membership Fee<br />Service Management Course<br />For details please contact us on:<br />8/16/2010<br />4<br />Daniel G. Fuchs /<br />
  5. 5. 8/16/2010<br />Daniel G. Fuchs /<br />5<br />Individual topics from the diploma course can be studied as stand alone modules. These topics contain the same material as the diploma course only without the need to submit assignments or tests. Ideally suited for in-house training or a quick brush up on a particular subject. <br />For additional value and future credit for your effort, study the same topic as a business certificate II and you'll be on your way to the full diploma course.<br />
  6. 6. 8/16/2010<br />Daniel G. Fuchs /<br />6<br />Topics Include:<br />LEADERSHIP IN THE WORKPLACE: Leadership styles, workplace influences, leading a teams, self assessment, delegation and motivation, empowerment. <br />STRATEGIC PLANNING : Developing business plans, vision, mission, goals and objectives.<br />FINANCIAL MANAGEMENT : Introduction to financial reporting including income statements and balance sheets, budget preparation, key terms.<br />SELLING AND MARKETING SERVICES : Developing a marketing plans, pricing, budgeting, profitability, projections, market positioning.<br />CONTRACT MANAGEMENT : Types of agreements, what to include, contractual law.<br />PRODUCT DEVELOPMENT : Product introduction, management and support.<br />ORGANISATION STRUCTURES : Impact of structures, centralized versus decentralized.<br />ORGANISATION BEHAVIOR : Demographic and psychological influences.<br />INFORMATION MANAGEMENT SYSTEMS : Operational benefits, RIO, choosing a system.<br />BUSINESS PLANNING AND REPORTING : Business planning, business case development, business reports, management skills.<br />QUALITY : Creating a quality system, TQM.<br />CUSTOMER SERVICE : Creating a customer service culture.<br />LOGISTICS MANAGEMENT : Cost effective spares management.<br />EFFECTIVE COMMUNICATIONS : The importance of good communications.<br />REPORT WRITING AND PRESENTATION SKILLS : The role of reports, developing good reporting skills. <br />
  7. 7. 8/16/2010<br />Daniel G. Fuchs /<br />7<br />GLOBAL ECONOMICS : Understanding the significance of global economics today.<br />PROJECT MANAGEMENT : The principals for developing effective project skills.<br />RESOURCE PLANNING AND DEVELOPMENT : Resource planning in an operations environment.<br />MANAGING CHANGE : The process for good change management.<br />STRATEGIC ALLIANCES : The development of strategic alliances and their impact in expanding business opportunities.<br />MEASURING PERFORMANCE : Appraisals, what to measure, how to use results.<br />INDUSTRIAL RELATIONS: Introduction to workplace agreements, policies, awards, staff selection and supervision. Equal opportunity and more.<br />ENSURING A SAFE WORKPLACE: Principles and knowing your obligations about occupational health and safety, dangerous goods policy, etc.<br />OVER 30 MODULES TO CHOOSE FROM.<br />Tailored Short Courses are available based on the content of any of these modules. Tailored Courses can be used to address specific Group Training needs of an organization. For more information, send a request to <br />
  8. 8. 8/16/2010<br />Daniel G. Fuchs /<br />8<br />Reducing Training Costs With Targeted Online Training<br />In a tough economic climate, smart choices must be made to reduce ongoing costs and improve effectiveness. One prominent area where expenses can be driven downward is in the delivery of targeted training and skills enhancement.<br />Many organizations face a stark choice: find a cost-effective strategy for delivering targeted education or don’t do any training at all. And performing no training at all is not an option in the long run.<br />This white paper presents realistic examples that demonstrate how online training using the Login & Go system drives down ongoing training costs. Conservative assumptions are made concerning individual cost drivers and the utilization of classroom facilities to ensure fairness. <br />These examples utilize a model where the organization needs to offer classroom or online education to 250 learners. Considering 100 users rather than 250 yields consistent results, and an organization with 1000, or even 5000 learners experiences the same benefits, though at a greater magnitude.<br />
  9. 9. 8/16/2010<br />Daniel G. Fuchs /<br />9<br />Utilizing Log in & go for targeted training reduces costs right away, not in some future year or budget cycle.<br />Log in & go produces faster cost reduction than other technology-based training solutions due to the elimination of hardware, software and other startup expenses. Scenario details, results and assumptions are identified in the following pages:<br />
  10. 10. 8/16/2010<br />Daniel G. Fuchs /<br />10<br />Scenario 1:<br />Your organization has 250 employees, customers, partners, affiliates or customers to train. Let’s keep the numbers conservative and assume each learner needs just two courses during an average year. Let us be more conservative and assume no instructor or learner incurs any travel costs for classroom training. In these circumstances, how does classroom training compare to login & go online training?<br />
  11. 11. 8/16/2010<br />Daniel G. Fuchs /<br />11<br />Assumptions: <br /><ul><li>250 learners, enrolled in an average of 2 courses per year. Thus 500 enrollments per year.
  12. 12. Classroom courses average 20 students per class. Thus 25 separate 2-day classroom classes are conducted to handle the 500 enrollments.
  13. 13. Classroom courses are 2 days in length, on average. Thus there are 50 classroom days, or 400 teaching hours for classroom courses.
  14. 14. An administrator or assistant accepts and tracks enrollments, administers and grades tests. Assume 1 hour per student enrolment, and thus 500 hours total, costing $30 each.
  15. 15. Classroom facility is 1000 sq ft, at $20 per square foot annual cost, plus $10,000 cost for audio, video and workstations. Annual costs are thus $30,000. With 50 training days, you are utilizing ¼ of the available days, and therefore responsible for ¼ of the facility costs.
  16. 16. Training materials for classroom training are assumed to cost $20 per set.
  17. 17. Learners already have internet connections for other purposes, at work or at home, so no new internet browsers or connections need to be built.
  18. 18. Developing course material requires essentially the same effort and cost whether the material is used online or in a classroom.</li></li></ul><li>8/16/2010<br />Daniel G. Fuchs /<br />12<br />Scenario 2:<br />Now let’s look at an organization that is somewhat distributed, and let us assume that 50% of the workers would need to travel to participate in classroom training. All other factors are held constant from the last scenario. Now the cost reductions available with online training are even more dramatic:<br />
  19. 19. 8/16/2010<br />Daniel G. Fuchs /<br />13<br />Additional Assumptions: <br />50% of all learners live remote to central facility and would need to travel for classroom training. Thus 125 students, two trips each per year, or 250 learner trips. <br />Airfare assumed to average $300 per student per trip, with two nights hotel @ $80 per night, $30 meal allowance. Total $520 per learner per trip. 250 trips * 520 = $130,000.<br />Non-tangible benefits of online training vs. classroom training<br />Some of the most important benefits of online training don’t fit neatly into a data table. Consider the following effects of online training which are difficult to quantify, but which have a positive impact on the organization:<br />24 X 7 availability: The login & go system is available around the clock, allowing learners to perform their learning activities at their convenience, at home or at work.<br />
  20. 20. 8/16/2010<br />Daniel G. Fuchs /<br />14<br />Asynchronous Learning: Learners and instructors can interact and collaborate without being online at the same time, easing scheduling conflicts. <br />Concrete results: – Login & Go provides automated testing for every learner and course, something which is often omitted in classroom training.<br />Consistent Quality: Online courses are built once and delivered many times, providing a known consistency, while classroom instruction can vary in completeness and quality.<br />What About Doing No Training at All?<br />It may be possible to get by without the critical training your organization needs. You could simply mail out some word documents or power point files, or place some text on a web site and invite people to go out and read it.<br />But the results of this strategy are usually systemic and painful, and may include:<br />Poor performance due to lack of knowledge or skills<br />Low morale<br />High turnover<br />A perception among staff that the organization is not committed to excellence<br />Legal and professional non-compliance<br />Higher costs in the long run due to decreased performance and increased errors and omissions<br />Can You Afford To Do Nothing?<br />Most companies and organizations simply cannot continue with business as usual. Management expects costs to be reduced as soon as practical and in every possible area. Many are turning to Login & Go for its immediate impact on training costs. <br />The Login & Go program is simple and easy to understand:<br />Complete authoring and training applications with secure menus<br />Flexible configuration and authoring guides, and online Help system<br />Flexible subscription periods<br />Unlimited courses and enrollments <br />You retain complete control of all courses, material, testing, reports and records <br />
  21. 21. 8/16/2010<br />Daniel G. Fuchs /<br />15<br />Even with my 10 years experience in a service department as a supervisor this course has given me more confidence and direction. I now see things from a management perspective and am able to deal with situations more competently."Stephen Wallace, OCE Australia<br />"My job satisfaction has increased and I believe that I am becoming a more valuable contributor to my organization's operations." Lindsay Woods, Service Solutions P/L<br />"Excellent, first class content. Balanced delivery. The value of this course is the scope. It covers many aspects of management and provides a very good understanding of all the areas covered."Tom McDonald, Siemens Nixdorf<br />"It enables the line manager to effectively converse with, and understand other departments in an organization."Martin Bonner, Schindler Lifts <br />"One of the many benefits to our service business is that the course can be used as an on-going companion in every day management situations. We developed an ISO9000 Quality System for our service business as a direct result of the course;Jenny Fox, Lasertecs Pty Ltd, Melbourne, Australia<br />
  22. 22. 8/16/2010<br />Daniel G. Fuchs /<br />16<br />Contact Daniel G. Fuchs :<br />I welcome all comments, feedback, questions and enquiries.<br />Please use the contact details below to contact me.<br />My commitment is to reply within 24 hours to all enquiries. <br />Daniel G. Fuchs373 Mooban Krissadanakorn 1831 Soi AnyamneeSalatammasop-TawwewatthanaPinklao-NakornchaisiBangkok, Thailland 10170Phone and Fax : (66)(0)2-888-1522Mobile phone: (66)(0)81-808-2494e-mail: prof.fuchs@gmail.comWebsite:<br />