Maximize Business Performance with a Custom Strategy
The participant will be lead through the task of developing a comprehensive strategy for his or her business that integrates finance, marketing, and operations. The participant will define their customer value proposition and understand how to align their internal business processes to maximize customer satisfaction and profits. The participant will define two financial strategies for driving revenue growth and improving cost structure. The specific customer strategy for how growth will be defined as the participant selects one of three ways to differentiate their business: product leadership, customer intimacy, or operational excellence. The participant will define core business processes and specific activities to optimize these processes for improved customer service delivery and cost control. The participant will define the intangible assets needed to enable activities and customer relationships to be performed at high levels of performance. The participant will develop:

• Strength/Weaknesses/Opportunities/Threats Analysis (SWOT)
• Customer Value Proposition Statement
• Core Business Process Map
• Strategy Map

Monitor and Improve Business Performance with a Customized Balanced Scorecard
The participant will carefully design business metrics based upon their intimate knowledge of the core business mission-oriented processes. The metrics will answer very important key questions in four crucial business areas.

• To succeed financially, how should we appear to our shareholders?
• To achieve our vision, how should we appear to our customers?
• To satisfy our shareholders and customers, what business processes must we excel at?
• To achieve our vision, how will we sustain our ability to change and improve?

These four perspectives will be integrated into a graphical appealing picture with clearly identified objectives and corresponding measures, targets, and key initiatives. The participant will learn how to utilize this balanced scorecard to drive business performance through communicating success and opportunities for improvement to key stakeholders including employees, managers, shareholders, and even customers. The participant will develop balanced scorecard:

• Objectives
• Metrics
• Targets
• Initiatives
• Implementation processes and procedures

Increase Revenues with Excellent Customer Service
The participant will learn the key components of customer service that drive customer loyalty. He or she will define the service objectives of customer intimacy for their employees on the job each day. The participant will learn how to conduct team interactive training sessions in empowerment, creativity, and diversity. Processes and procedures for capturing ideas to improve the business for outstanding customer service and loyalty will be provided and discussed. The participant will learn how to capitalize on the diversity of employees and create winning teams. The participants will learn how to conduct customer service training for their own businesses and receive:

• Course Outline
• Course Agenda
• Instructor Training
• Implementation processes and procedures

Achieve Regulatory Excellence with a Quality Management System
The participant will understand and begin to develop or improve their existing:

• The Quality System Regulation
• Quality Systems
• Design Controls
• Process Validation
• Personnel
• Buildings and Environment
• Equipment and Calibration
• Device Master Record
• Document and Change Control
• Purchasing and Acceptance Activities
• Labeling
• Product Evaluation
• Packaging
• Storage, Distribution, and Installation
• Complaints
• Servicing
• Quality Systems Audits
• Factory Inspections

The participant will learn how to create and implement a working CAPA (Corrective Action Preventive Action) System for continual improvement of their organization and products. This CAPA system provides a way of managing nonconforming products and services to complete resolution. The participant will receive training and template procedures on key quality processes.

• Potential Complaint Handling
• Nonconforming Product Handling