Risk and Cost Management Program

Risk and Cost Management Program

Success Drives Global Consult Limited (SDCG) is a dynamic firm of seasoned professionals that focuses on human capacity and enterprise development IT, strategy, implementation, advisory, HR, regulatory, compliance, risk, audit, tax, and operations project managers. For every sector, there is a project manager type that specializes in that sector. In addition, project managers work in different types of industries, which include financial services, consulting, healthcare, business, construction, information, retail, manufacturing, insurance, government, and real estategenuine, click here Analytical,Assertive,Attention to detail,Business analysis Change management,Current state assessment,Current vs, best-in-class gap analysis,Current state-gap analysis Collaborative,Coordinated,Data analysis,Due diligence,Future state assessment,Future state design,Evaluation,Excel,Executing,plans,Execution,metrics,Financial,analysis,Gap analysis,Managed,Managing client expectations ,Managing conflicts, Manage meetings, Executive Management Training,

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START:
April 24, 2017
DURATION:
2Days
ID:
1209
COURSE FEE
60,000.00

BRIEF PROGRAM OVERVIEW

This program is design to help business executive and project manager understand and manage the process of planning and controlling the budgets of a business or project, as well as being able to forecast and evaluate the risks together with the identification of procedures to avoid or minimize their impact. The participants shall learn about assessment of the risks and costs of alternatives that is an integral strategy to helping policymakers make decision about which alternative is the most appropriate option to adopt and implement – particularly in analyzing the trade-offs as well as risk associated cost.

We have adapt the Project Management Institute (PMI) framework to design this program – thus, participants are guarantee world best practices in respect of risk and cost management.

COURSE OBJECTIVES

After this customer service training course, delegates will be able to:

  • Recognize what ‘customer service excellence’ really means – to you and your customers
  • Understand the logic behind spending more on valuable customers, rather than “one-size-fits-all” marketing
  • Understand and shape the role of each employee in the customer value chain
  • Identify ‘best practice’ in managing different customer situations, including complaints
  • Motivate and maintain morale in front-line customer service staff and teams
  • Integrate all aspects of your organization to manage and exceed customer expectations
  • Develop, motivate and inspire customer-value staff to deliver high quality consistently
  • Measure and assess how well customer service standards and objectives are being achieved
  • Overcome internal communication barriers
  • Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards

FOR WHOM:

Customer service representatives, technical and support personnel, field service representatives, account managers, as well as managers who want customer service training in order to reinforce their skills and train their staffs.

PROGRAMME CONTENT

SESSION ONE

MODULE 1 – PRINCIPLES AND CONCEPTS

  • Introduction
  • Definition of Project Risk
  • Individual Risks and Overall Project Risk
  • Stakeholder Risk Attitudes
  • The Iterative Process
  • Communication
  • Responsibility for Project Risk Management
  • Project Manager’s Role for Project Risk Management

MODULE 2 – PLAN RISK MANAGEMENT

  • Purpose and Objectives of the Plan Risk Management Process
  • Critical Success Factors for the Plan Risk Management Process
  • Identify and Address Barriers to Successful Project Risk Management
  • Involve Project Stakeholders in Project Risk Management
  • Comply with the Organization’s Objectives, Policies, and Practices
  • Tools and Techniques for the Plan Risk Management Process
  • Planning Sessions
  • Templates
  • Documenting the Results of the Plan Risk Management Process

MODULE 3  – IDENTIFY RISKS

  • Purpose and Objectives of the Identify Risks Process
  • Critical Success Factors for the Identify Risks Process
  • Early Identification
  • Iterative Identification
  • Emergent Identification
  • Comprehensive Identification
  • Explicit Identification of Opportunities
  • Multiple Perspectives
  • Risks Linked to Project Objectives
  • Complete Risk Statement
  • Ownership and Level of Detail
  • Objectivity
  • Tools and Techniques for the Identify Risks Process
  • Historical Review
  • Current Assessments
  • Creativity Techniques
  • Documenting the Results of the Identify Risks Process

MODULE 4 – PERFORM QUALITATIVE RISK ANALYSIS

  • Purpose and Objectives of the Perform Qualitative Risk Analysis Process
  • Critical Success Factors for the Perform Qualitative Risk Analysis Process
  • Use Agreed-Upon Approach
  • Use Agreed-Upon Definitions of Risk Terms
  • Collect High-Quality Information about Risks
  • Perform Iterative Qualitative Risk Analysis
  • Tools and Techniques for the Perform Qualitative Risk Analysis Process
  • Select Risk Characteristics that Define Risks’ Importance
  • Collect and Analyze Data
  • Prioritize Risks by Probability and Impact on Specific objectives
  • Prioritize Risks by Probability and Impact on Overall Project
  • Categorize Risk Causes
  • Document the Results of the Perform Qualitative Risk Analysis Process

MODULE 5 – PERFORM QUANTITATIVE RISK ANALYSIS

  • Purpose and Objectives of the Perform Quantitative Risk Analysis Process
  • Critical Success Factors for the Perform Quantitative Risk Analysis Process
  • Prior Risk Identification and Qualitative Risk Analysis
  • Appropriate Project Model
  • Commitment to Collecting High Quality Risk Data
  • Unbiased Data
  • Overall Project Risk Derived from Individual Risks
  • Interrelationships Between Risks in Quantitative Risk Analysis
  • Tools and Techniques for the Perform Quantitative Risk Analysis Process
  • Comprehensive Risk Representation
  • Risk Impact Calculation
  • Quantitative Method Appropriate to Analyzing Uncertainty
  • Data Gathering Tools
  • Effective Presentation of Quantitative Analysis Results
  • Iterative Quantitative Risk Analysis
  • Information for Response Planning
  • Documenting the Results of the Perform Quantitative Risk Analysis Process

MODULE 6 – PLAN RISK RESPONSES

  • Purpose and Objectives of the Plan Risk Responses Process
  • Critical Success Factors for the Plan Risk Responses Process
  • Communicate
  • Clearly Define Risk-Related Roles and Responsibilities
  • Specify Timing of Risk Responses
  • Provide Resources, Budget, and Schedule for Responses
  • Address the Interaction of Risks and Responses
  • Ensure Appropriate, Timely, Effective, and Agreed-Upon Responses
  • Address Both Threats and Opportunities
  • Develop Strategies before Tactical Responses
  • Risk Response Strategies
  • Avoid a Threat or Exploit an Opportunity
  • Transfer a Threat or Share an Opportunity
  • Mitigate a Threat or Enhance an Opportunity
  • Accept a Threat or an Opportunity
  • Applying Risk Response Strategies to Overall Project Risk
  • Tools and Techniques for the Plan Risk Responses Process
  • Response Identification
  • Response Selection
  • Action Planning
  • Ownership and Responsibility Assignment
  • Documenting the Results of the Plan Risk Responses Process
  • Add Risk Responses to the Risk Register
  • Add Corresponding Risk
  • Responses to the Project
  • Management Plan
  • Review and Document Predicted Exposure

MODULE 7 – MONITOR AND CONTROL RISKS

  • Purpose and Objectives of the Monitor and Control Risks Process
  • Critical Success Factors for the Monitor and Control Risks Process
  • Integrate Risk Monitoring and Control with Project Monitoring and Control
  • Continuously Monitor Risk Trigger Conditions
  • Maintain Risk Awareness
  • Tools and Techniques for the Monitor and Control Risks Process
  • Managing Contingency Reserves
  • Tracking Trigger Conditions
  • Tracking Overall Risk
  • Tracking Compliance
  • Documenting the Results of the Monitor and Control Risks Process

 SESSION TWO

  • Why Customer Satisfaction
    • The benefits of excellent service
  • What do Customers Want
    • Understanding your customers
    • Defining Service Excellence
    • Focusing on customer service success
  • How Customer Service Creates Revenue
    • Following the Customer Journey
    • Focusing on customer service success
  • Team Building/”Customer Sensitivity” Exercise
  • Making the Paradigm Shift – Creating a “Customer Sensitivity” Work Culture
  • The “Moment of Truth”
    • Responding effectively to specific customer behaviours
    • Capturing the voice of the customer
  • Personal Service Habits
    • Managing customer expectations by personality style .
    • Exellence in customer relations
  • Customer Service and Telephone Tips
  • Dealing with difficult customers
    • Why customer satisfaction is based on perceptions
  • Selected Exercise/Group Discussions

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Contact Information

Address: No 18, Afolabi Aina Street, Beside Alade Market, Allen Avenue, Ikeja Lagos.

Tel: 01-2930669, 09038401501, 08033027439

E-mail: training@successdrives.net

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