At Dalton Associates International, our training is geared toward junior and middle management as well as selected individual contributors.  All course contents are practical, issue specific and transportable back to the workplace. We present in a dynamic, interactive style.  The sessions include team case exercises, real-time analysis and elicited full contributory participation by attendees. The best utilization of such training is to allow us access to your institution prior to the sessions, so that your actual business examples can be incorporated into content, exercises and discussions. The following are structures of content used as starting points for the development of programs specifically for your business.  The training will be customized both in content and duration to fit your existing staff and current business needs.  Duration typically runs 1-2 days. MIS/Capacity Plan Management is an intensive, detailed and specific skills training in the preparation, analysis and use of these important productivity and management tools in ongoing understanding of staffing requirements in all areas of the business.   Attendees will bring actual MIS/Capacity reports and summaries for discussion.   If none are available they will be created in the course. Geared toward first and second level supervisors and managers, Dalton Associates International's program emphasizes the use of these methods as tools, and the positioning of such information in modern, active management responsibilities.   The skills emphasized in training are focused on practical, applied techniques to assure the business ongoing rightsizing and staff utilization results. Highlights: o        Activity Identifications o        Standard Time Calculations o        Non-Standard Activities o        Demand Time o        Volume Prediction o        Establishing Trends o        ID of Key Activities o        Individual Employee Feedback o        Resistance and overcoming it o        Establishing Goals o        Vacation, Absenteeism Impact o        Staffing Models Process Analysis and Improvement introduces the attendees to the specific mechanics of how to review processes for improvement.   Key points similar to all processes are discussed in depth.   Attendees will bring either existing process flows or descriptions of processes to assure practical examples.   Flowcharting training will utilize the Dalton Associates International trademarked "EASIFLOW" method, resulting in a simplified, more usable technique. Directed at first and second level supervisors and managers, the course will result in a more positive attitude about process change due to an increased comfort level about how and when to analyze and modify activities.  The business can then have the ability to consistently self-review for improvement and action opportunities available. Highlights: o        Process/Activity/Function o        "EASIFLOW" Flowcharting o        Documenting the Process/Interviewing o        Identifying Key Process Points o        21 Activity Analysis Questions o        Assessing Impact of Change o        Training o        Prototyping o        Documentation of Change o        MIS/Capacity Plan Impact o        Establishing Ongoing Analysis o        Feedback Circles Service Improvement and Management exposes attendees to the techniques of service provision in a competitive Financial Services environment.   Specific measurement techniques, both internal and external, are discussed.   Attendees will bring examples of service issues and current reporting, if any. Discussions will result in methods to optimize phone service capabilities and improve hardcopy turnaround while truly integrating service quality with process and the processing mentality. Directed at first and second level supervisors and managers.  The content is effective even if the business utilizes out-sourced service vendors. Highlights: o        Service MIS o        Establishing Service Standards o        The Service Cycle o        ACD/IVR Management o        Productivity and Service o        Analyzing the Service Process o        Tracking Multi-Step Processes o        Quantifying Quality o        Linking Productivity and Service o        Email Methodologies o        Face-to-Face Service Provision Collection Effectiveness is for new, ongoing or changing collection operations.  The focus is on obtaining improved results post training.   Managers, supervisors and individual collectors participate in appropriate modules. Highlights: o        Collection Operational MIS o        Queue/Campaign Population and Sequence o        Predictive Dialler Management o        “B” Score Integration o        In/Out Call Team Structure o        Collection Capacity Planning o        Optimal Result Code and Noting o        Call Scripting "Do's and Don'ts" o        Best Use of Call Monitoring, Grading