Integrating Health, Safety, Environment and Quality Management Systems (HSEQms)

Integrating Health, Safety, Environment and Quality Management Systems (HSEQms) INTRODUCTION An integrated management system brings benefits to the organisation in which it is used. Where formal management systems have been implemented separately (e.g. Health and Safety, Environment and Quality) there will be many duplications in work standards, procedures and systems of work, all resulting in additional costs and even conflicts. In this programme you will learn: How to integrate your health, safety, environment and quality management How to identifying potential risks using new Risk Mapping Techniques How to develop an HSEQms auditing and monitoring programme How to write and implement HSEQms procedures and work instructions PROGRAMME OBJECTIVES Participants will develop their understanding of: Health, safety, environment and quality management systems (SMS – EMS - QMS) Developing and implementing Risk Mapping programmes, using the new Risk Mapping Tool, to identify, analyse and control potential risks present within their organisation’s operations Identifying common management elements through ‘Gap Analysis’ techniques Carrying out HSEQ audits, including writing and presentation of audit reports Develop skills for investigating causes of accidents TRAINING METHODOLOGY Delegates will learn by active participation through inspiring presentation tools and interactive techniques presented in a lively, enthusiastic and interesting style. Delegates will take part in practical team exercises, typical case studies and open discussion forums, as related to their own organisation’s operational activities. PROGRAMME SUMMARY The purpose of this programme is to show delegates how to develop and implement a single health, safety, environmental and quality management system (HSEQms). This involves using exercises and case studies of how to develop a cohesive management system that supports the day-to-day operations and delivers what the organisation needs. The programme will show delegates how they can plan and implement an integrated HSEQms in a balanced and cost-effective way. PROGRAMME OUTLINE Introduction to Integrated Management Systems (IMS – HSEQms) What is an Integrated Management system (IMS)? Management System Standards OHSAS 18001:1999 (Health and Safety Management Systems) ISO 14001:2004 (Environment Management Systems) ISO 9000:2000 (Quality Management Systems) ISO 19011:2002 (Management Systems Auditing The Business Case for an IMS – Costs and Benefits IMS – The HSEQms Framework Plan – Do – Check – Act Plan: Policy and Planning Do: Implementation and Operation Check: Performance Assessment Improvement Act: Management Review Setting the HSEQms Framework within the Organisation Case Study: The Bhopal Gas Disaster, including Video Team Exercise: Writing up HSEQms Framework IMS – Developing an HSEQ Management System New Risk Mapping Tool Developing a Risk Mapping programme Identifying Hazards using the new Risk Mapping Tool Determining Potential RisK Reviewing Existing Emergency Plans and Response Actions Developing and Writing HSEQ Procedures and Work Instructions Case Study: Chemical Explosions, including videos Team Exercise: Identifying hazards using the Risk Mapping Tool IMS – Implementing and Monitoring an HSEQms Establishing and Implementing Active and Reactive Monitoring Procedures Developing and Writing an HSEQ Auditing Procedure Carrying out an HSEQ Audit and Writing and Presenting the Audit Report Case Study: Major Accidents, including video Team Exercise: Writing and Presenting an HSEQ Audit Report IMS - HSEQms Auditing Case Study: Step-by-Step guide for developing and implementing an HSEQms Programme Key Points Summary Open Discussion and Review Session Close of programme WHO SHOULD ATTEND Management and individuals who have responsibilities for health, safety, environmental and/or quality management Production, process, maintenance, and HSE and QA personnel All line-management personnel involved in planning and/or implementing the organisation’s Health & Safety, Environment and/or Quality procedures Training Seminar Course Workshop Provider Download Training Catalog 2009 Public Trainings Seminars

Instructor Ir. Wahyu Priatna Affandi, M.Si Schedule October 20-23, 2009 4 days Venue Jayakarta Hotel Bandung Tuition Fee  Rp. 7.650.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR – 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com

Customer Service Excellence: How to Win and Keep Customers

Customer Service Excellence: How to Win and Keep Customers Providing customer service excellence is what will keep your customers coming back. Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This customer service training seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence. How You Will Benefit Deliver better, faster service and increase customer satisfaction through this customer service training Learn how to gain repeat business Know what customers expect Increase your credibility with customers—and your value to your organization Manage stressful situations more effectively Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem What You Will Cover The benefits of excellent service Focusing on customer service success How customer service creates revenue Why customer satisfaction is based on perceptions Focusing on customers’ top two expectations to save time and reduce stress Managing customer expectations by personality style Dealing with difficult customers Responding effectively to specific customer behaviors Who Should Attend Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs. Extended Training Description Learning Objectives Deliver Better, Faster Service Increase Customer Satisfaction Gain Repeat Business Increase Your Credibility with Customers—and Your Value to Your Organization Better Manage Stressful Situations The Benefits of Excellent Service Focus on Customer Service Success Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work Professionalism under Pressure Understand How Emotions Are Created Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure Use Body Language to Control Your Emotional State Honor Negative Emotions Positively Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover Internal Customer Service Identify Internal and External Customers Appreciate That Internal Service Is Just as Important as External Service Understand the Two Levels of Customer Service Have Influence over Issues You Can’t Control Managing Customer Expectations Appreciate That Customer Satisfaction Is Based on Perceptions Identify Your Customers’ Top Two Expectations Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations Managing Customer Expectations by Personality Style Understand Yourself and Your Own Personality Style Understand and Identify the Personality Styles of Others Avoid Taking Things Personally Expand Your Communication Skills to Get Along Easily with More Customers Personalized Listening Skills Build on Your Listening Strengths Reduce Your Listening Liabilities Identify Your Customer’s and Your Own Listening Style Create Rapport with Customers More Easily to Have More Influence Vocabulary, Telephone, and E-mail Appreciate the Power of Words Avoid Creating Negative Impressions with Words Use Persuasive Language Patterns Stand Out on the Telephone Write E-mail Quickly That Customers Will Read and Understand Dealing with Difficult Customers Recognize and Respond Effectively to Specific Customer Behaviors Understand the Physiology of Anger Listen to an Angry Customer So That They Calm Down Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Ir. Alexander Cyrus, M.Sc Schedule January 19 - 20, 2009 2 days Venue Santika Hotel Bogor Tuition Fee  Rp. 3.400.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com