Knowledge is the food of the soul ~Plato. Knowledge Transferred Transferencia del Saber

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1 Knowledge is the food of the soul ~Plato Knowledge Transferred Transferencia del Saber Unlocking your organization s workforce potential with customized key solutions

2 Saber Academy Capacity Building Program Take your Supply Chain knowledge and performance to the next level! Supply Chain management professionals, who follow best practices, understand the processes and can communicate effectively with other team members, play an increasingly important role in the success of their organizations. Saber capacity building program addresses the entire supply chain extending past your internal operations from your suppliers, through your company, to your end customers. The primary functional areas that are covered by this development program include: Our offering covers several supply chain topics complemented with soft skills trainings to give a comprehensive approach: SC-1. Supply Chain 101: The Basics SC-2. Supply Chain Management Fundamentals SC-3. Risk Management in Supply Chain & Logistics SC-4. Procurement & Sourcing Best Practices SC-5. Negotiation Skills for Better Procurement SC-6. Operations Management: Critical Decisions SC-7. Logistics & Transportation Management Essentials SC-8. Warehousing Best Practices SC-9. Stock Control & Inventory Management: Nuts and Bolts SC-10. Advanced Excellence Program on Warehouse & Inventory Management SC-11. Lean Six Sigma Overview SC-12. Lean Six Sigma Champion SC-13. Real World Project Management SC-14. Effective Negotiation Skills SC-15. Art of Effective Communication SC-16. Conflict Management SC-17. Leadership and Team Management SC-18. Selling Essentials o Understanding the Sales Cycle/Prospecting and Territory Management o Opening the Sales Call/ What to Ask & How to Listen o Presenting Solutions; Overcoming Objections; Closing Sale; Developing Clients for Life SC-19. Customer Service o SQI Programs (Top Management, 5-stars Hospitality and 5-stars Retail programs) o CICSP Certified Int l Customer Service Professional

3 Supply Chain 101 The Basics This course introduces the essential concepts and definitions of the terms supply chain and supply chain management. It identifies the business processes and describes the techniques in which supply chain management can create value for customers and shareholders. The course will cover all of the issues involved in planning, designing and operating highly effective integrated supply chains. The objective of this workshop is to: - Provide professionals with in-depth knowledge about the supply chain concept - Promote global supply chain management to boost productivity and collaboration - Help managers in working to affect lead time, inventory, productivity and the bottom line I. Supply Chain Concepts II. Supply Chain Execution With modern developments, the enterprise s procurement, manufacturing, warehousing, distribution, transportation and information systems must be aligned to efficiently serve the ultimate customer. This course focuses on effective planning and management of highly integrated product and information flows from suppliers through the organization to the customer. It provides an indepth knowledge and practical understanding of all the vital areas across the total supply from planning to execution and control of the operations including feedback loops and capacity considerations. Supply Chain Management Fundamentals This course introduces the Supply Chain and the challenges faced by SCM [Supply Chain Management]. Thus, SCM to be efficient should include the following modules: I. Essentials of Supply Chain Management II. Building a Competitive Infrastructure III. Improving the Supply Chain

4 Risk Management in Supply Chain & Logistics A manufacturing, retail or service supply chain is only as strong as its weakest link. Exposure to global supply chain risks can become the weakness that brings an organization to its knees. These risks are increasing as a result of the growing length of supply chains that aim to meet customer demand stretching from developed markets to newly emerging markets. This program will help your organization view and manage the supply chain from a risk management perspective accurately quantify risks via metrics to manage, control, share and avoid supply chain risks or unforeseen events, differing business norms, changing regulatory and economic environments or shifts in customer demand. I. Foundational Concepts for Global Supply Chain Strategy II. SCRM Supply Chain Risk Management III. Supply Chain Risk Strategy Framework IV. Creating Resilient Supply Chains V. Business Continuity Management Learn about effective and efficient supply chain tactics and cost/price minimization in this supply chain area. Sourcing refers to the value added process of selecting suppliers and the respective cooperation scheme which must be supported by advanced analytics & market intelligence, supplier performance information and a concrete and well-developed purchasing strategy. On the other hand, procurement refers to the transactional relationship with the suppliers that should be streamlined as much as possible in order to achieve efficiency. As competition increases, companies should start looking at different methods to reduce their costs and achieve savings relevant to their acquisition process. This course equips you with the right tools for sourcing and procurement which are crucial in supply chain management to meet customer demand more efficiently. It explores an integrated approach incorporating spend analysis, strategic sourcing, supplier management as well as procurement optimization. Procurement and Sourcing Best Practices I. Procure-to-pay Process II. Sourcing Methodology III. Supplier Relationship Management

5 Negotiation Skills for Better Procurement By the end of the program, participants will be able to: Develop effective negotiation strategies to meet the procurement needs Implement those strategies to maximize purchasing value Discover the appropriate negotiation style for each situation Handle and deal with complex negotiation situations Identify supplier strong points and buyer strong points Preparation Strategies Implementing the Negotiation Strategy Developing a Negotiating Style Dealing with Complex Negotiations Preparing and Conducting Individual and Team Negotiations Operations Management Critical Decisions Operations Management is one of the 3 main pillars of any organization! Fine-tuning operations would have the highest impact on a firm's value. Hence, with this workshop, companies would learn how to gain competitive advantage & boost their performance through: Identifying the 10 critical decisions for operations management Providing an overall insight regarding design, operations and improvement of productive systems Contributing to the success of the business by showcasing how to use available resources in order to effectively produce products and services in a way that best satisfies customers I. Planning Decisions II. Operating Decisions

6 Logistics and Transportation Management Essentials Transportation and Logistics help mobilize your global inventory so you can meet customer demand by getting the right products to the right customer and place, at the right time, in the right condition and for the right price, even as you comply with trade regulations. Thus, the right stuff for end-to-end fulfillment and distribution is an essential competency with bottom line implications. Logistics includes various tasks required to get the right goods into the right hands at the right time. This course sheds light on the way the logistics in the supply chain function together, including the transportation process starting from the movement of raw materials to a processing plant, parts to a manufacturer, finished goods to wholesalers, retailers and customers, materials handling, packaging, information processing and finance. The essentials are vital to understand in order to create maximum value for the customer by doing the job effectively and efficiently. I. Transportation Options & Services II. Fleet Management & Performance Analysis III. Network Optimization IV. Information Technology in Logistics Companies are constantly trying to find ways to improve their performance. Warehousing operations are considered a crucial zone where supply chain managers must focus on to gain maximum efficiency for minimum cost. In fact, this course identifies the best practices adopted to improve productivity and overall customer satisfaction. The workshop is designed to help attendees identify the major features of their Warehouse Operations and reason about finest solutions to problems faced. The objective is to provide professionals with the knowledge and understanding about the required procedures in warehousing and promote global standards and best-in-class practices to boost productivity & collaboration under safe & adequate conditions. Besides, the workshop will help in working to affect lead times, manage inventory levels, organize work and align resources to satisfy customer requirements, and optimize fulfillment and distribution processes to ensure that products are delivered on time. The result: end-to-end fulfillment from order inception to delivery. I. Administrative Best Practices II. Clerical Best Practices III. Distribution Best Practices Warehousing Best Practices

7 Stock Control & Inventory Management Inventory is the lubricant that keeps a supply chain flexible. Gain insight into the complex world of inventory management and learn the how-to s of quality control, safety management, and planning for the future without over ordering. With topics ranging from general retail stocking to the fine points of measuring forecast error, you will be provided with the tools needed for successful inventory control. The workshop is designed to provide attendees with the knowledge about inventory management including lead times, carrying costs of inventory, asset management, inventory forecasting, inventory visibility, future inventory price forecasting, physical inventory, available physical space for inventory, quality management, replenishment, returns, defective goods and demand forecasting. I. Demand Planning & Forecasting II. Inventory Management III. Inventory Models Program Objectives With today s global supply chains, maintaining the optimal balance between available stock to meet service levels and investment in inventory is a complex trade-off. The objective is to provide professionals with the knowledge and understanding about the required procedures in warehousing & inventory management and promote global standards and best-in-class practices to boost productivity & collaboration under safe & adequate conditions. Besides, the workshop will help in working to affect lead times, manage inventory levels, organize work and align resources to satisfy customer requirements and optimize fulfillment to ensure that products are delivered on time. The result: end-to-end fulfillment from order inception to delivery. Program Modules Advanced Excellence Program on Warehouse & Inventory Management I. Investigating Warehouse Operations II. Building Strategic Framework in Inventory Management III. Warehousing & Inventory Best Practices IV. Application: Case Study & Project Simulation

8 Lean Six Sigma Overview Communicate using Lean and Six Sigma concepts Use the concept of a Sigma Level to evaluate the capability of a process or organization Think about your firm as a collection of processes, with inputs that determine the output Recognize the five-step D M A I C model used to improve processes I. Introduction to Lean Six Sigma Help you effectively guide and support process improvement teams engaged in a Lean Six Sigma project intended to help your organization perform better. Lean Six Sigma Champion I. Introduction to Lean Six Sigma II. Tools for Improvement Lean Six Sigma Project Management III. Leading teams and leading change Real World Project Management Who is the client? What are the objectives and deliverables? Creating a Work Breakdown Structure (WBS) Scheduling: Building a Gantt chart Creating realistic budgets Putting together the project team Project communications Project reporting Project problem solving Finalizing deliverables and closing accounts

9 Effective Negotiation Skills Develop an effective plan and strategy for any negotiation Recognize interests and issues and avoid unnecessary positions Become more persuasive Use techniques that draw information from the other party Minimize conflicts and deadlocks Ask and answer questions to control the negotiations Deflect personal, hostile, or irrelevant objections by reestablishing common ground in the negotiations Create a list of concessions that can be given during the negotiation to use as bargaining tools Read body language, facial expressions, and other signals to uncover hidden messages Neutralize manipulative tactics Maximize closure opportunities The Art of Effective Communication Establish a working definition of communication Review communication models and their key elements Apply personality assessments to develop effective communication skills Investigate different styles for communicating and aspects each employs Establish how tolerance for disagreement affects effective communication Devise strategies to avoid unnecessary conflict Identify common communication filters and their potential impact Analyze how authority shapes communication Adopt tools for effective communication Develop a personal communication action plan

10 Conflict Management 1. Resolving Conflict at Work Recognize your network of relationships at work and your part in them Positively manage business relationships to avoid unnecessary conflict Use effective conflict resolution steps when conflict occurs Deal with difficult team members 2. Taking Control of Conflict Identify your preferred strategy for handling conflict. Understand the characteristics and drawbacks of each typical approach to conflict. Recognize the various sources of conflict that most often occur in the workplace. Implement strategies for effectively resolving conflicts that stem from each source. Practice behaviors that minimize conflict. Proactively address issues before they escalate into problems. Leadership and Team Management 1. Leadership 101 Identify key characteristics of leaders Build trust and confidence with employees Avoid behaviors that undermine leadership Promote teamwork and esprit de corps Act decisively Demonstrate leadership in a crisis 2. Team Management Determine the fundamentals for establishing a team Develop a team charter and project plan Clarify team roles and personality types Define leadership responsibilities and functions Facilitate team meetings effectively Make decision-making beneficial Understand and deal with communication issues Measure a team s success Reward team accomplishments

11 Selling Essentials 1. Understanding the Sales Cycle Assess your strengths and areas for improvement Describe customer-focused selling State trends in today s selling environment Explain the steps in the customer buying cycle Describe the customer s decision-making process Describe the steps in the sales process 2. Prospecting and Territory Management Define territory management Describe techniques for prospecting and qualifying customers Identify how to develop a pipeline of profitable customers Determine how to plan for sales opportunities Identify techniques for making contact with prospects Identify strategies you will implement for prospecting and territory management 3. Opening the Sales Call Identify strategies to use for preparing to open the sales call Describe the traits that help you to be successful when opening the call Explain the importance of building rapport Demonstrate how to open the call using a consistent framework Describe tips for successfully opening the sales call 4. What to Ask and How to Listen Identify types of questions to uncover customers needs Identify typical needs and challenges that customers have Describe challenges we have with listening Demonstrate how to use active listening techniques Identify and implement strategies for listening and questioning clients about their business needs

12 5. Presenting Solutions, Overcoming Objections and Closing Sales Effectively present solutions using the Presentation Model Describe the features and benefits of a product or service Identify typical customer objections Deal with and overcome objections using the Objection-Handling Model Describe the steps for closing Demonstrate how to close the sale 6. Developing Clients for Life Explain the process of product implementation and plan how to develop clients for life Describe how to develop strong, mutually beneficial client relationships Discuss effective techniques for building customer relationships Identify strategies for capitalizing on customer relationships Customer Service Programs Certified Int l Customer Service Professional 1. Customer Service Skills Achieve high customer satisfaction Develop strong listening and communication skills Win Telephone skills Use technical writing skills for support professionals Handle difficult customer situation Solve and prevent problems Work with teams and team players in a help desk setting Minimize stress and avoid burnout 2. Customer Relationship Management CRM Overview, Types, Strategy and Implementation The Theoretical Framework of CRM CRM Project Organization in the Financial Industry The Evolution of Customer Relationships and Customer Value 5Main Benefits and Organizational Impacts of CRM within the Bank Data Mining Systems Supporting the Marketing Function

13 Customer Service Programs Service Quality Institute - SQI Certified A. Top Management Program 1. Leading Empowered Teams This program will help your executives, managers, supervisors and department heads to learn how to remove gaps and develop a service strategy. How to define customer service Eight elements which are essential to good service Identify gaps between actual and ideal service Summarize seven principles of feedback How to give negative feedback in a way that gets the employee to cooperate in resolving the non performance problem Empowerment obstacles and strategies a technique for reinforcing an employee for taking an empowered action Develop a strategy for empowering your people 2. Attaining Excellence Active learning by managers Understanding of the five elements of quality customer service delivery Coaching and evaluation by supervisors Coaching skills for continual improvement and celebration of success Recognizing quality service performance on-the-job New strategies for enhancing the service level in their area of responsibility 3. Coaching For Success Improving your daily interactions with your employees Helping employees perform at a higher level Creating and managing effective teams Providing skills necessary for working with poor performing and problem employees

14 B. 5-Star Hospitality Program 1. FEELINGS FOR PROFESSIONALS Quality service excellence concept Attitudes toward customer service Positive and negative communication Various types of learning as a tool to deliver positive communication Know how to handle a variety of problem situations 2. LOYAL FOR LIFE A Service Recovery Overview Putting the Value of the Customer in Perspective Training on the Front Line Empowerment The Cornerstone of Service Recovery Service Recovery Models 3. REMEMBER ME Describe the reasons for remembering and using names Define the customer experience Briefly discuss how the brain acquires, processes, and stores information Identify several techniques for remembering and using names and recognizing faces Learn to utilize proper name etiquette 11 Simple Steps for remembering and using names 4. HANDLING IRATE CUSTOMERS Diffuse irate customer encounters Overcome difficult situations with customers Develop a routine to handle problems Recover following stressful encounters 5. SPEED Barriers to Speed Techniques and Tools Keep Promises and Over Deliver Show the relationship between empowerment and effective use of SPEED Recognize how your policies and procedures can affect SPEED

15 C. 5-Star Retail Program 1. FEELINGS - Retail Service Change attitudes and behaviors Teach the art of customer service Build employee morale and teamwork Improve skills for dealing with customers Improve communications and cooperation with other employees Improve revenue 2. LOYAL FOR LIFE A Service Recovery Overview Putting the Value of the Customer in Perspective Training on the Front Line Empowerment The Cornerstone of Service Recovery Service Recovery Models 3. REMEMBER ME Describe the reasons for remembering and using names Define the customer experience Briefly discuss how the brain acquires, processes, and stores information Identify several techniques for remembering and using names and recognizing faces Learn to utilize proper name etiquette 11 Simple Steps for remembering and using names 4. HANDLING IRATE CUSTOMERS Diffuse irate customer encounters Overcome difficult situations with customers Develop a routine to handle problems Recover following stressful encounters 5. SPEED Barriers to Speed Techniques and Tools Keep Promises and Over Deliver Show the relationship between empowerment and effective use of SPEED Recognize how your policies and procedures can affect SPEED

16 Sample Clients Our Pride Lebanese Clients Our Pride Regional & International Clients

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