Management Consulting and Training - International Management Technologies, Inc.
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Courses > C3 DVD Facilitator Training
-- Course Outline --
The purpose of this Train-the-Trainer workshop is to enable you to teach others how to apply the Customer-Centered Culture (C3) principles and methods to their work. You’ll become practiced, equipped and licensed to tailor the concepts and tools to the unique needs of your organization.
This course will enrich your transformation skills, related to:
- Alignment of customer and enterprise values
- Defining service and knowledge work as products
- Segmenting customers by their 3 roles
- Uncovering customer expectations: the voice of the customer
- Measuring knowledge work and satisfaction
- Using outcome-oriented innovation for product design
- Integrating C3 practices with existing initiatives such as Six Sigma, ISO 9000
OUTLINE
Facilitator Manual Structure and Use
- Quick View facilitation guidelines for each exercise
- Scripts for the first-time C3 facilitator (even for experienced trainers)
- Visuals on CD
- Exercises to build understanding, teamwork and consensus for action
- Tips on handling common questions
- Guidance on how to tailor material to your existing transformation needs
Preparing for Success
- Preparing yourself with the subject matter
- Preparing to lead/facilitate a specific video session
- Preparing your materials
- Creating formal teams for implementation
Facilitation Practicum (about 75% of workshop time)
- Using the heuristic learning method
- Questioning to arrive at the C3 version of the truth
- 7 C3 teaching principles
- Mastering the core C3 tools
- Practice, practice
Organizing Your DVD/Video-based Workshops for Rapid Results
- Three ways to prepare and organize your audience
- How to use C3 training with existing initiatives (Six Sigma, Lean, TOC, etc.)
- Keys to success and support
Included in this train-the trainer certification workshop is a Facilitator Kit. This includes the DVDs, a comprehensive Facilitator Manual, Power Point visuals and participant workbooks.
“Creating a Customer-Centered Culture” DVD/Video Series
This video series transports you to the Land of the Customer. Starting with the compelling, rhythmic theme music, you are confronted with an entirely new way of defining reality. You discover it is hard to know which customer to seek directions from, the customers speak a language they expect you to immediately understand and nothing is quite what you think. This series is simultaneously entertaining, provocative and content-rich.
The “you are there” feel helps you apply what you experience to your everyday work. Under the well-produced surface of the scenes runs a process of progressive enlightenment. This series has been designed to be used as a facilitator-led tutorial. Its purpose is to enable leaders and change agents achieve the following outcomes quickly and cost-effectively:
- Create a sense of urgency for customer-focused transformation.
- Drive home management’s commitment to customers.
- Provide fresh concepts and methods for making dramatic improvement in satisfaction.
- Equip teams with mind-opening concepts and tools necessary for innovation.
- Unleash individual initiative and creativity.
The DVD/Video series covers these topics:
- The Basis for Satisfaction: What do Customer’s Value?
- Service As a Product: What Do We Do?
- Customer Roles: Who Is the Customer?
- Customer Expectations: What Do They Want?
For more information about this course, contact us.
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