| 18:00 - 20:00 |
Registration of Participants: at the QCS-3 Wksp. Secretariat (in Arjuna Room of Kuta Paradiso Hotel) |
| 07:00 - 08:30 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
| Session 1-1a: | Opening Session |
|
08:30 - 09:15 Paradiso Ballroom |
Welcome Remarks by Representative of:
University of Surabaya (Ubaya): Mr. Wibisono Hardjopranoto Rector/President International Society for Improving Training Quality (isitQ): Mr. Eric Wibisono Secretary General, isitQ |
| 09:15 - 09:45 | Coffee/Tea Break |
| 09:45 - 11:30 | Introduction to Peer Learning: Learning from, and about, each other |
| Session 1-1b: | Workshop Logistics & Facilities and Administrative Matters |
| 11:30 - 12:00 |
Facilitator: Ms. Agnes Y. A. Ong and Mr. Stevanus H. Darmadji Methods: Briefing and Plenary Discussion This session will provide participants with an overview of workshop venue, discuss the workshop logistical arrangements and orient participants on facilities available for use and administrative matters related to smooth implementation of the workshop. Local workshop organizing officers and Secretariat staff will be introduced. |
| 12:00 - 13:00 | Lunch Break |
| Session 1-2: |
Are Your Training Clients Really Kings & Queens?: Equity & Fairness Issues in Practice |
| 13:00 - 14:30 |
Special Guest Presenter: H.E. Dr. Ronny Adhikarya FAO/United Nations Representative in Pakistan and The World Bank's former KULT Program Manager and Founder Methods: Discovery-based and Experiential Learning This session will demonstrate, through practical exercises, the needs for treating clients as much as possible in a fair and equitable manner by giving special attention to basic environmental and ergonomics considerations in training which may affect the learning process effectiveness and peer learning dynamism. |
| Session 1-3: | Workshop Objectives, Proposed Agenda and Working Procedures |
| 14:30 - 15:30 |
Facilitator: Mr. Eric Wibisono Methods: PowerPoint Presentation and Participatory Discussion This session will discuss the workshop rationale and overall objectives. It will provide an overview of the workshop structure, including its specific learning objectives & activities. This session will also highlight the important features, purpose and working procedures of the workshop sessions. The purpose, procedures, and methods of the Peer Learning Groups (PLGs) as well as the working mechanisms of the PLGs during this Workshop will also be discussed. |
| 15:30 - 16:00 | Coffee/Tea Break |
| Session 1-4: |
Reflective Thinking & Experience Sharing: “My Best & Worst Client Service Personal Experience and My Institution’s Customer Care Problems & Challenges” |
| 16:00 - 17:30 |
Facilitators: Peer Learning Groups (PLG)’ Convenors/Moderators Methods: Storytelling, Reflective Thinking, Peer Learning Circles During this session participants will reflect what they consider as the main principles and values of client service and customer care based on their own best and worst personal experiences. Based on such experiences they will need to identify and analyze the priority client service problems and customer care challenges faced by their own institutions. In small Peer Learning Groups (PLGs) (6-8 participants per group), participants will do “reflective thinking” based on the above analysis on Customer Service (CS) issues, and share their personal experiences and their institutions’ problems & challenges related to CS. Each PLG will summarize the best practices and lessons learned from their group members’ personal experiences and identify important and relevant generic customer service principles/concepts applicable for training. Each PLG will also need to report during the Plenary Session 2-1 (on the following morning) some preliminary ideas or concepts based on Session 1-4 discussion which the PLG members would like to try out for improving CS in their institutions. |
| 07:00 - 08:30 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
| Session 2-1: |
Diagnostic Thinking & Preliminary Visioning: “Why Is Customer Service (CS) Critical and How Can My Institution Improve Its CS” |
|
08:30 - 10:00 |
Facilitators: Peer Learning Groups (PLG)’ Convenors/Moderators Methods: PLG Reporting & Advocacy In this session, each PLG will report the outcomes of their experience sharing and discussion during the previous Session 1-4. Generic important principles and critical concepts for CS will be identified and elaborated/illustrated with specific real life case experiences. The PLGs will discuss some best & poor practices of client services and customer care in training/educational institutions. Based on their peer learning/discussion and experience sharing, PLG members are also expected to share their preliminary vision as to how they plan to improve the CS of their institutions. |
| 10:00 - 11:00 | Coffee/Tea Break & Group Photo |
| Session 2-2: |
Strategic Capacity Building to Increase Competitiveness of Training Institutions: A Holistic Conceptual Framework |
| 11:00 - 12:30 |
Special Guest Presenter: H.E. Dr. Ronny Adhikarya Methods: Presentation, Anticipatory Planning and Large Conversation This session will challenge participants to take a good hard look at the various forces at work in the larger environment in which training institutions have to operate. Participants will be introduced to various realities of the changing environment, which will affect the sustainability and financial viability of training institutions. The session provides an opportunity for participants to examine the implications of the changing environment on training institutions and to consider various options or strategies on how to mitigate the “problems” or “threats” faced by training programs and institutions. A holistic conceptual framework for developing strategies for improving the competitiveness of training institutions will be proposed. Innovative approaches and specific strategies in qualitative improvement of learning processes & methods, interactive technology applications, distance learning, niche marketing, as well as customer care and personalized client service will be introduced. |
| 12:30 - 13:30 | Lunch Break |
| Session 2-3: |
Surviving in a Global Competitive Training Market Place: Ground Principles of Quality Customer Service |
| 13:30 - 15:00 |
Facilitator: Mr. Eric Wibisono Methods: Peer Sharing and Plenary Discussion In this session, participants will be guided to explore the ground principles of good and quality customer service. Participants will be challenged to face the new dimensions of customer service that they have never considered before and thus be prompted to reformulate their new perspective to the issue and the associated potential implementation strategies. Participants will also be given the opportunities to discuss and share the “small, little, details” of training quality improvement efforts that will give a winning competitive edge over the competitors. Offering a “Quality-Plus” training products and services which exceed or surprise the clients’ expectations require special efforts and sacrifices in completing the last mile tasks with perfection, perseverance and excellence. Without sincere commitment and untiring efforts of going the extra miles to satisfy fully our clients’ needs and wants, it is unlikely that we can have “repeat customers” who will volunteer to serve as our effective “multiplier knowledge champions” and great “sales-agents”. Real life examples and/or actual illustrations from various international workshops in providing “Quality-Plus” services in terms of training process, methods, management, marketing, customer/client care will be identified and discussed. |
| Session 2-4: |
Customer Service -- Caring for Clients Before, During & After Training: What, Why and How? -- Learning from Experience & Mistakes |
|
15:00 - 16:30 (Coffee/tea will be served) |
Facilitators: PLG Moderators & Ubaya’s QCS Workshop Staff Methods: Peer-based learning, case analysis & observations During this session, participants will work in their PLGs to identify, analyze and discuss important and useful customer service (CS) activities BEFORE, DURING and AFTER the actual training starts. Participants will also have the opportunity to discuss such Workshop’s CS activities with staff members from Ubaya who have first hand-experience in organizing an international workshop in collaboration with the World Bank Institute’s Knowledge Utilization through Learning Technologies (KULT) program. The focus of the discussion during this session will center around what types/kinds of CS activities would not only be useful but also can contribute or enhance the effectiveness of the learning process, and why such services are important. Participants should also discuss and suggest how best to undertake such CS activities based on participants’ own practical experiences and demonstrated results. Each PLG will summarize in the next Plenary Session 2-5 the relevant/salient issues discussed and share the inventory of proposed CS activities BEFORE, DURING and AFTER training, including the reasons why such activities are important. |
| Session 2-5: |
Customer Service -- Caring for Clients Before, During & After Training: What, Why and How? -- Learning from Experience & Mistakes (Reporting) |
| 16:30 - 18:00 |
Facilitators: PLG Moderators & Ubaya’s QCS Workshop Staff Methods: Group Reporting and Plenary Discussion Each PLG will summarize relevant/salient issues discussed in the previous Session 2-4, and share the inventory of proposed CS activities BEFORE, DURING and AFTER training, including the reasons why such activities are important. |
| Session 2-6: |
Dinner Reception and Special Presentation:Understanding Strategic Marketing of Services:Dinner Sponsored and Hosted by: The International Society for Improving Training Quality (isitQ) |
| 19:00 - 20:00 | Dinner at Kuta Paradiso Hotel |
| 20:00 - 21:30 |
Presentation by: Prof. Tomas B. Lopez Don Demetrio Tuason Professor Asian Institute of Management (AIM) and President, University of Makati, the Philippines |
| 07:00 - 08:30 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
| Session 3-1: |
Understanding the Needs of Your Key Customers: The Anchor of Quality Customer Service |
|
08:30 - 10:00 |
Facilitator: Prof. Tomas B. Lopez Methods: Case Analysis and Peer Learning In this session, participants will be given the base framework for delivering quality customer service. By understanding very well the needs of your key customers, one will be able to design an appropriate service delivery system to address their real needs. Discussion will revolve around developing core service offerings, plus supplementary services that will allow for a greater ‘fit’ and therefore greater value. |
| Session 3-2: |
Case Analysis (CAN) Group Discussion: Understanding the Needs of Your Key Customers: The Anchor of Quality Customer Service Learning Case 1: The University of Makati: Customer Service as Education |
|
10:00 - 11:30 (Coffee/tea will be served) |
Facilitator: Prof. Tomas B. Lopez Methods: Case Analysis and Peer Learning In small groups (6-8 participants per group), participants will systematically study and analyze a specific case which illustrates issues that may allow for the application of concepts/tools discussed during the previous session. Based on their experiences, participants will assess and discuss practical applications or adaptation requirements for incorporating generic principles and concepts learned for improving the customer care and client service activities/efforts of their respective training institutions and programs. Participants will discuss the case with other group members to prepare them for a more in-depth discussion of the case with their fellow participants during the plenary session. |
| 11:30 - 13:30 | Lunch Break and Friday Prayers (for Muslims) |
| Session 3-3: |
Case Discussion: Understanding the Needs of Your Key Customers: The Anchor of Quality Customer Service Learning Case 1: The University of Makati: Customer Service as Education |
| 13:30 - 15:00 |
Facilitator: Prof. Tomas B. Lopez Methods: Case/Plenary Discussion and Journaling Participants will discuss a particular case that will allow them to apply the concepts and tools they encountered in the previous sessions. They are encouraged to use their own expertise and experience and engage each other in a productive discussion of how to best deal with the issues presented in the case. Based on the comments and suggestions from their peers during the previous sessions, and through a “reflective thinking” method, participants will then write up the summary of their specific ideas or plans into their daily “Workshop Journal”. |
| 15:00 - 15:30 | Coffee/Tea Break |
| Session 3-4: | Designing a Service Delivery System: Making Sure All the Pieces Fit |
| 15:30 - 17:00 |
Facilitator: Prof. Tomas B. Lopez Methods: Presentation and Plenary Discussion Using the theater metaphor, participants will learn to design quality service delivery systems from the customer interface all the way to the backroom operations. Different design techniques will be explained so that the participants can mold ideal service scenarios and avoid service disasters. |
| Session 3-5: |
Case Analysis (CAN) Group Discussion: Designing a Service Delivery System: Making Sure All the Pieces Fit Learning Case 2: Enhancing Development Training at the Philippine Rural Reconstruction Movement |
|
19:30 - 21:00 (Coffee/tea will be served) |
Facilitator: Prof. Tomas B. Lopez Methods: Case Analysis and Peer Learning In small groups (6-8 participants per group), participants will systematically study and analyze a specific case which illustrates issues that may allow for the application of concepts/tools discussed during the previous session. Based on their experiences, participants will need to assess and discuss the practical applications and adaptation requirements for incorporating generic principles and concepts learned for improving the customer care and client service activities/efforts of their respective training institutions and programs. Participants will be asked to discuss the case with their CAN Group to prepare them for a more in-depth discussion of the case with their fellow participants during the plenary session. |
| Session 3-6: |
Case Discussion: Designing a Service Delivery System: Making Sure All the Pieces Fit Learning Case 2: Enhancing Development Training at the Philippine Rural Reconstruction Movement |
| 21:00 - 22:30 |
Facilitator: Prof. Tomas B. Lopez Methods: Case/Plenary Discussion and Journaling In this session, workshop participants are encouraged to present their comments, arguments, analyses, and ideas on the case as part of the “large group conversation” with the rest of the participants. Based on the comments and suggestions from their peers during the previous two sessions, and through a “reflective thinking” method, participants will then write up the summary of their specific ideas or plans into their daily “Workshop Journal”. |
| 07:00 - 08:30 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
|
08:30 - 21:00 |
Social and Cultural Education Tour (Optional): A Full-day Sight-seeing Trip Sponsored by: Satyatour |
| 07:00 - 08:30 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
|
08:30 - 18:00 |
Free Time: Rest, Shopping, Sight-Seeing, etc. |
| Session 4-1: |
Developing & Measuring Quality Assurance for Customer Care: Suggestions and Lessons for Training Institutions |
| 19:00 - 20:30 |
Facilitator: Ms. Theresia A. Pawitra Methods: Presentation and Plenary Discussion This session will provide experience and reflections on what to focus in caring to customers in training institutions. The quality model and the satisfaction approach are built on the purpose of achieving individual, group and organization satisfaction. Topics in this session will include selecting the right and the proper model for evaluating and caring to customers to achieve satisfaction; how to assess the right material, method & timing; deliver the training and plan for after-training recommendations. Peer experience and reflections of the participants will be part of the discussions on how to achieve excellence in delivering individual needs, organization goals and delivering impact to the society. |
| 20:30 - 21:00 | Coffee/Tea Break |
| Session 4-2: |
Panel Discussion: Lessons from Actual Experiences – Highlights of Customer Care Imperatives from QCS Workshops Alumni |
| 21:00 - 22:30 |
Panelists: Mr. Mardjuki, P.T. Oracle Indonesia Mr. Bambang Adi Subagiyo, PPM Institute of Management Mr. Sunarto Suwito, P.T. Newmont Nusa Tenggara Ms. Darwina Wijayanti, LEAD Indonesia Methods: Panel Discussion & Experience Sharing |
| 07:30 - 09:00 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
| Session 5-1: | Building Complaints-Friendly Climate |
| 09:00 - 10:30 |
Facilitator: Ms. Artiawati Mawardi Methods: Role Play, Presentation and Plenary Discussion One of the major causes for the failure in providing quality customer service is the inability to manage complaints in a well manner. In the organizational level, complaints are rarely seen from positive perspective. Complaints are in fact can be leveraged as strategic tools for the organization to improve its service quality. This session will discuss and explore skills and techniques in such issues including communication (both verbal and non-verbal), dealing with difficult customers, work-pressure management and building climate in which complaints are rewarded. The objective of the session is not only to expose participants to the techniques, but also to raise participants’ confidence in working on their implementation initiative for their institution after completing the Workshop. |
| 10:30 - 11:00 | Coffee/Tea Break |
| Session 5-2: | Review & Critique of QCS-3 Workshop Implementation |
| 11:00 - 12:00 |
Facilitators: QCS-3 Workshop Organizing Committee Methods: Plenary Discussion and Large Conversation In this session participants will have the opportunities to provide comments and feedback on their first-hand experience participating in the QCS-3 Workshop. Participants will be challenged to criticize the shortcomings in the delivery of services from the organizing committee during the Workshop, be they the small-scale “errors” or the major-scale ones. The session will also function as a test for participants’ awareness after attending the Workshop for four days and in addition also serve as a learning forum for the organizers. |
| 12:00 - 13:00 | Lunch Break |
| Session 5-3: | Customer Service as a Tool for Marketing of Training Programs |
| 13:00 - 14:30 |
Facilitator: Mr. James Gwee Director, Academia – Education & Training Methods: Presentation and Plenary Discussion The session will discuss the critical relationship between customer service and marketing, in particular in its application for training institutions. Underlying concepts and principles behind this relationship will be explored. Participants will be challenged to evaluate the degree of relationship or the gap between these two aspects in their own institutions and be invited to share their views and opinions as to how to strengthen such relationship in order to improve the competitive edge of their institutions and what customer-service efforts that can be initiated to support their institutions’ marketing programs. |
| 14:30 - 15:00 | Coffee/Tea Break |
| Session 5-4: |
Effective and Innovative Marketing Communications: Keys to Quality Customer Care & Retaining Repeat Clients |
| 15:00 - 16:30 |
Facilitator: Mr. James Gwee Methods: Presentation and Case Discussion The session will discuss the important concepts, principles, and practical methods of developing effective and innovative marketing communication strategies/programs in order to establish high-quality customer relations and to retain loyal & repeat clients. Various highly-successful and less-successful customer-relations marketing as well as client-care/services activities will be discussed and analyzed. Participants are also invited to share their own experiences related to “client-relationship marketing” and assess their effectiveness. |
|
20:00 - 22:00 (optional) |
Open Space: Interest Groups Discussion: Personal & Institutional Networking Opportunities |
| 07:00 - 08:30 |
Power Breakfast: Interest Groups Networking & Informal Learning Venue: El Patio Restaurant |
| Session 6-1: |
Consolidating & Reviewing Lessons Learned: Essential and Useful Customer Service Suggestions for Enhancing Training & Educational Quality & Effectiveness |
| 08:30 - 12:00 |
Facilitators: Peer Learning Group Members Methods: Peer Learning, Discussion and Consultations All Workshop participants are expected to bring home concrete plans on how to address their present customer service challenges and issues. This session will focus on getting participants to work on a consolidated list of suggested practical ideas and proposed actions they plan to implement in their own institutions based on the principles and concepts learned and discussed during this workshop. Participants will discuss in their assigned Peer Learning Groups (PLGs) the suggested CS for BEFORE, DURING and AFTER a given training/education program. Each PLG will report to the Plenary Session 6-2 (max. 15 minutes per PLG) their CS suggestions. |
| 12:00 - 13:00 | Lunch Break |
| Session 6-2: |
Consolidating & Reviewing Lessons Learned (Reporting): Essential and Useful Customer Service Suggestions for Enhancing Training & Educational Quality & Effectiveness |
| 13:00 - 14:30 |
Facilitators: PLG Moderators Methods: Group Reporting and Plenary Discussion Each PLG will summarize relevant/salient issues discussed in the previous Session 6-1, and share the suggested CS activities for BEFORE, DURING and AFTER training, including the explanation on the reasons why such activities are important. |
| 15:00 - 15:15 | Completion of End-of-Workshop Assessment: Feed-Back Information Collection |
| 15:15 - 15:45 | Final Remarks from Participants |
| 15:45 - 16:00 | Final Remarks from Workshop Organizers |
| 16:00 - 16:30 |
Briefing and Update on: Membership and benefits of the International Society for Improving Training Quality (isitQ) |
| 16:30 - 16:45 | Election of 2 (two) QCS-3 Workshop Cohort Representatives to the isitQ |
| 16:45 - 17:15 | Coffee/Tea Break |
| 19:00 - 22:00 |
Farewell Dinner & Cultural Entertainment: Venue: Garuda Wisnu Kencana Cultural Park Dinner Sponsored and Hosted by: The International Society for Improving Training Quality (isitQ) |