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<p><span style="font-size:14.4px;">Known in the past as Toulon-Verona Conference, the Conference was rebranded in 2017 for its 20th anniversary to highlight Excellence in Services as the peculiar research field of the Conference. </span></p><p><span style="font-size:14.4px;">The Conference aims to create a professional and friendly environment of discussion between scholars on excellence in services at an international level. Every year it attracts hundreds of scholars and a few managers from leading universities and organizations from all over the world by creating a network between more than 20 country such as Italy, France, England, Scotland, Spain, and, outside Europe, Israel, Australia, and the USA.  The Conference provides the delegates with a platform to deliberate on how to achieve customer service excellence in organizations and offers the tools and techniques to ensure they build and maintain mutually beneficial relationships with customers in the organization. </span></p><p><span style="font-size:14.4px;"><strong>Focus Area of the Conference</strong></span></p><p><span style="font-size:14.4px;">The conference has eight areas of focus:</span></p><p><span style="font-size:14.4px;">1. Higher Education</span></p><p><span style="font-size:14.4px;">2. Health Care</span></p><p><span style="font-size:14.4px;">3. Local Government and public services</span></p><p><span style="font-size:14.4px;">4. Tourism and Leisure</span></p><p><span style="font-size:14.4px;">5. Banking services</span></p><p><span style="font-size:14.4px;">6. Logistics</span></p><p><span style="font-size:14.4px;">7. Theoretical and methodological approaches</span></p><p><span style="font-size:14.4px;">8. Statistics for excellence measurement</span></p><p><span style="font-size:14.4px;"><strong>Participants will develop the following competencies:</strong></span></p><ul><li><span style="font-size:14.4px;">Understand and be able to exploit, the relationship between Price, Quality and Value</span></li><li><span style="font-size:14.4px;">Understand which activities add value and which destroy it</span></li><li><span style="font-size:14.4px;">Gain invaluable insights into the workings of the customers mind; how influence works and understand the science of persuasion</span></li><li><span style="font-size:14.4px;">Develop tools and techniques that will consistently build value and enhance both the customer’s experience and also the organisation’s profits.</span></li><li><span style="font-size:14.4px;">Learn from best practice examples how to use Social Media to create meaningful, compelling and enduring relationships with Customers.</span></li></ul><p><span style="font-size:14.4px;"><strong>Who Can Attend?</strong></span></p><p><span style="font-size:14.4px;">Government officials, CEOS, managers, administrators, support staff, supervisors, head of departments, Business operations staff, Sales and business development teams, academicians, researchers.</span></p><p><strong>Organizing Universities and Partner Organizations</strong></p><ul><li>ESOE</li><li>Verona University (Italy)</li><li>Emerald Publishing</li><li>The Kenya Institute of Management</li><li>Fondazione CUEIM</li></ul><p><strong>Transportation</strong></p><p>The venue can be reached by air at Thessaloniki-Makedonia International Airport.</p><p><strong>Costs and registration</strong></p><p>The delegate fee is KES 191,000 (USD 1890) covering access to all daytime Conference sessions, Conference proceedings, lunches, refreshments, gala dinner, and the one day city tour charges.</p>

28

Aug
Conference The 22nd Excellence in Service Conference
Greece 09:00 AM
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<p><strong>About </strong></p><p>A key requirement for modern businesses and organisations is the ability to meet international standards in quality management. Well-known standards have been adopted in over 100 countries and ensure that consumers can purchase items from different manufacturers and know that those items will perform perfectly. Total quality management (TQM) is a management approach to long-term success through customer satisfaction. This training on ISO and TQM will teach you how to use a combination of strategy, data, and effective communication to integrate quality into all aspects of your organization.</p><p><strong>Course Key Learning</strong></p><ul><li>Understand the purpose of a quality management system, of quality management systems standards, and the business benefits of improved performance of the quality management system</li><li>Understand the structure and content of ISO 9001 and its relationship with ISO 9000</li><li>Understand the specific quality management related requirements of ISO 9001</li><li>Total Quality Management (TQM) and its application in industries</li></ul><p><strong>Course Content:</strong></p><ul><li>Outline the processes involved in establishing, implementing, operating, monitoring, measuring, analysing, evaluating, reviewing, maintaining, and improving a quality management system, including the significance of these for QMS auditors.</li><li>Understand the terms and definitions defined and used in ISO 9000</li><li>Outline, with reference to the PDCA cycle and the model of a process-based quality management system, the structure and content of ISO 9001.</li><li>Making reference to the seven quality principles, explain the relationship between ISO 9001 requirements and ISO 9000</li><li>Understand the relationship between the external and internal issues, the relevant requirements of relevant interested parties, the actions to address, risks and opportunities, and the quality management system processes needed to implement them.</li><li>Understand the purpose of the scope of a quality management system and what should be considered when determining it.</li><li>Understand the purpose of a quality policy, the relationship between the quality management system scope, and the quality policy and the requirements for its content, implementation and review.</li><li>Understand how top management demonstrates leadership and commitment by taking accountability for the effectiveness of the quality management system.</li><li>Understand the requirements for quality objectives and the relationship between them, the quality policy and management review.</li><li>Give examples of the resources needed to achieve customer satisfaction and conformity to product and service requirements, and explain the requirements for support.</li><li>Understand how the organization plans, implements and controls the processes needed to meet quality management system requirements, and how any externally provided processes, products and services are controlled.</li><li>Understand the typical processes and associated process controls required to achieve customer satisfaction and conformance of product and service with requirements.</li><li>Understand the requirements for the monitoring, measurement, analysis and evaluation of the quality management system performance against planned objectives and for the internal audit.</li><li>Understand the processes involved in achieving continual improvement of performance through improving the suitability, adequacy, and effectiveness of the quality management system and the related processes.</li><li>An understanding of Risk-based thinking</li><li>Relationship with other management system standards</li><li>Key Considerations for implementation of ISO9001-2015 in your Organization</li></ul><p><strong>Who should attend?</strong></p><p>Newly appointed Quality Technicians, Quality Engineers, Quality Managers, Project Quality Managers and others Government Officials in the field of Quality Management.</p><p><strong>Benefits of Quality Management System Implementation</strong> </p><ul><li>Market differentiation and competitive advantage;</li><li>Meeting basic tender requirements to be certified to an ISO9001 standard;</li><li>Proven that your claim to quality commitment and operational quality are firmly based upon independent assessment and certification by Quality Management System;</li><li>Reduction of liability exposure;</li><li>Safety system compatibility;</li><li>Continuous improvement and cost efficiency;</li><li>Improved organizational morale.</li></ul><p><strong>Which Skills will you learn this training?</strong></p><ul><li>Quality Control: You will learn about quality control and management in this course. You will learn how to decrease errors, increase profit and assure quality by the end of this Quality Management Certification Course.</li><li>ISO Certified Courses: You will learn how to get your organization certified under ISO 9000, ISO 27001 and Lean Six Sigma Green Belt.</li><li>Waste Reduction and Defect Management: You will also learn the vital tools of Waste reduction and identifying defects and also how to minimize the unforeseen defects in an activity.</li></ul><p><strong>Other tangible benefits you will enjoy during the Training</strong></p><ul><li>A chance to tour and experiences international brands that have integrated ISO & TQM in all their operations including:</li><li>Hong Kong Housing Society- The objective being  to explore how the Hong Kong Government has implemented ISO and TQM at the home development arm of the National Government</li><li>Queen Elizabeth Hospital- The objective here is to understand how ISO has been implemented at the largest public hospital with over 6,000 staff in Hong Kong.</li><li>The Hong Kong Government – Ocean Theme Park: - Here delegates will be made to understand how ISO & TQM are implemented at the World Famous theme park.</li></ul><p><strong>Costs and registration</strong></p><p>The delegate fee is KES 191,000 (USD 1890) per person. Include all daytime lunches and refreshments (+ welcome dinner), training proceedings and local travels.</p><p><strong>Interested?</strong></p><p>To request for reservation of slots for yourself or your team or any for any inquiries about the training, kindly call or email Martin James via +254701711117 or jmartin@kim.ac.ke.</p><p><strong>Registration Deadline</strong></p><p>Registration to be done on or before August 23rd</p>

02

Sep
Training ISO & TQM Training
Gratia Christian College, Hong Kong 09:00 AM
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<p>The conference targets Women in Senior and Middle Leadership positions</p>

18

Sep
Conference The Extraordinary Women's Conference
Mombasa, Kenya 09:00 AM
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18

Sep
Conference The 7th Women In Leadership Conference
English Point Marina, Mombasa 09:00 AM
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<p>This conference targets Board Members, CEOs and Departmental Heads</p>

27

Nov
Conference Strategic Change Management Conference
Mombasa, Kenya 09:00 AM
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