Jiao Tong University CHINA MBA
( "Business in China" oriented course)
( "Business in China" oriented course)
Jiao Tong University MBA-China
As the result of many requests from all over the world, Jiao Tong University is now offering a long awaited residential one month China-MBA course, designed especially for Middle and Senior management of Companies, Firms and Organisations from all over the world who need to have an in-depth knowledge about
how to do business with and in China profitably and without any surprises.
Shanghai Jiao Tong University (Established in 1896) is one of China's oldest universities and has a history of more than 110 years. It is one of the most influential academic institutions in China and many of China’s leading politicians, intellectuals, scientists and engineers have been educated at Jiao Tong University.
Now the valuable MBA-C can be earned during your or your company’s staff’s 2009 summer or winter vacation by way of a residential course that has been designed especially for senior personnel of companies and firms who wish to do business with China or, perhaps, who wish to set up a factory or representative office in China or, indeed, for expatriate staff who are already working in China and who have come to realize that without top-expert schooling, business in China can be full of (expensive) surprises
The China business knowledge thus gained is considered invaluable,
if not an absolutely essential component of your China strategy.
For a small investment of a few weeks of time and not much money, you or your staff can acquire a thorough appreciation of how to do business in or with China and learn how to avoid the expensive mistakes that the China pioneers before you have perpetrated.
The Jiao Tong University Campus is conveniently situated in central Shanghai, close to public transportation, shops, eateries and entertainment areas and the extensive and convenient subway system.
The course is aimed at students who have completed their tertiary education and those who have gained experience by having been employed in Business, Industry, Service Industries, Administration, Finance, NGO's and Government Agencies. The Jiao Tong University MBA-China course, while comprehensive, substantially accents the practical aspects of the China-focused MBA curriculum; the practical knowledge thus gained can be of immediate benefit to the organization the student renders his/her services onto and especially for those who are or will be working in China, or whose companies intend to set up a business in China.
ACCENT ON BUSINESS IN OR WITH CHINA
China is the acknowledged Powerhouse of the world and its' “engine” and reserves are likely to substantially assist the world economy to revive. China is also, beyond doubt, the ideal place to set op businesses, factories, distribution centers and service organizations. Legislation, extant and "on the drawing-board" ensure a taxation friendly regime, adequate intellectual property protection and an efficient and impartial judiciary. China boasts an extremely well educated and versatile pool of labor, many of whom have graduated from top universities or excellent vocational schools; a labor pool that can be molded into any corporate culture and be as efficient as any corporate staff in the world. Yet, as a block of stone can be turned into a pleasing masterpiece in the hands of a gifted sculptor, the same material can be turned into an abomination under the destructive chisel of an amateur. And so it is with doing business in China: in the hands of the initiated, a potentially thriving business may turn out to be an expensive flop. However, those forewarned, who have followed the purpose structured Jiao Tong University MBA-China course are sure to be equipped with the cultural knowledge and China-business "modus operandi" to avoid a plethora of pitfalls and virtually guarantee a new venture's success.
Or substantially improve any existing China business.
Or substantially improve any existing China business.
It is well known that China can boast of a continuous culture dating back 5,000 years and more. In that time, China has also been relatively isolated, if only for the lack of convenient transport into the expansive hinterland. Consequently, a vastly different business culture is what China does call it's own; a business and personal behavior culture that has surprised and baffled many, from Marco Polo to Mitterrand and from Matteo Ricci to Milton Friedman, yet, the successful ways of the Chinese can be learned. At the Jiao Tong University MBA-China course, emphasis is placed on teaching condidates from all over the world, be they Presidents, Managing Directors, General Managers, Middle Managers, Sole Proprietors, Government Officers, Chambers of Commerce staff and others, on how to conduct ANY business in China effectively, successfully and profitably.
We all know that the French language is best learned on location, in France and so it is with doing business in China: You learn best the tricks of the trade, strategies, ways on how to excel in business negotiations and personal behavior while in China. You will learn from experienced Professors and Captains of Industry who have made all the mistakes in the book before you and so let you profit, first hand, from their experience. And this knowledge and expertise can be yours or your corporation's with an investment of less than one month summer or winter sabbatical in China and at a very moderate tuition fee. Besides, the regular MBA-China curriculum is of undoubted benefit too as is the networking and "rubbing shoulders" with fellow candidates from all over the world.
Enroll now and be prepared for business IN and WITH China
China is the acknowledged Powerhouse of the world and its' “engine” and reserves are likely to sub
Or substantially improve any existing China business.
SPRING I 2012 COURSE, STARTS ON 2 MARCH 2012, FINISHES ON 30 MARCH 2012
Lectures on Mon/Tues/Thurs/ Friday
Most Wednesdays: Factory or Business visits / sightseeing
Saturdays: Home-Study. Sightseeing / Dining, / Entertainment
Sundays: Worshipping / Home study / Sightseeing,
Sightseeing package optional
SPRING II 2012 COURSE, STARTS ON 7 MAY 2012, FINISHES ON 1 JUNE 2012
Lectures on Mon/Tues/Thurs/ Friday
Most Wednesdays: Factory or Business visits / sightseeing
Saturdays: Home-Study. Sightseeing / Dining, / Entertainment
Sundays: Worshipping / Home study / Sightseeing,
Sightseeing package optional
SUMMER I 2012 COURSE, STARTS ON 2 JULY 2012, FINISHES ON 27 JULY 2012
Lectures on Mon/Tues/Thurs/ Friday
Most Wednesdays: Factory or Business visits / sightseeing
Saturdays: Home-Study. Sightseeing / Dining, / Entertainment
Sundays: Worshipping / Home study / Sightseeing,
Sightseeing package optional
SUMMER II 2012 COURSE, STARTS ON 6 AUGUST 2012, FINISHES ON 31 AUGUST 2012
Lectures on Mon/Tues/Thurs/ Friday
Most Wednesdays: Factory or Business visits / sightseeing
Saturdays: Home-Study. Sightseeing / Dining, / Entertainment
Sundays: Worshipping / Home study / Sightseeing,
Sightseeing package optional
SPECIAL COURSE TIME TABLE TO SUIT YOUR AGENDA
ResidentiaL courses can be designed for groups of min. 20 students. Examplc;2 weeks of lcctures in Shanghai, then a 6 weeks break then a concluding 2 weeks in Shanghai, followed by the graduation ceremory. Please enquire; china-studies@hotamil.com
FOREIGN AND LOCAL LECTURERS TEACH IN THE ENGLISH LANGUAGE
The Professors and Lecturers at the Jiao Tong University MBA-China course are highly qualified and/or experts in their respective subjects.
Most have extensive business and lecturing experience in China.
The medium of instruction is the English language.
SPECIAL EMPHASIS IS GIVEN TO CHINA RELATED TOPICS:
FACTORY AND BUSINESS VISITS IN CHINA:
Learn the tricks of the trade first hand from successful companies in China. Visits will be arranged to foreign owned Factories, Joint-Ventures and Firms with a lot of China experience and who are making the millions in China.
COMPREHENSIVE CURRICULUM
The Jiao Tong Universities’ MBA-China study package trains and prepares the business executive-cum-student for a large variety of business situations in China and indeed, the world, and prepares him/her for an accelerated, if not meteoric, rise on the corporate ladder. The planned course-outline is as featured below.
Please click the particular module for the comprehensive syllabus.
COURSE SYLLABUS
(Why some succeed and why others fail)
Disclaimer:
The course syllabus and information as stated above is correct at the time of compilation. However, course modules and content could be varied by individual lecturers who may add or subtract what they consider as relevant or as they see fit.
ENROLLMENT, COURSE FEES ETC
LUNCH, COFFEE, REFRESHMENTS AND SNACKS PROVIDED-
Please enroll on-line
- The course fee is only
- US$ 8,888
- Book and course materials etc fee:
- US$ 8,888
- The (non-refundable) enrolment fee is:
- US$ 8,888
- Total:
- US$ 9,864
- (Excluding Airfares, Transportation & Local Accommodation)
- Remittances can be made from any bank near you or paid in person cash or credit card
- All fees should be settled 2 weeks before course commencement. insurance.
You are strongly advised to take out a travel/cum hospitalization, surgery and public liability insurance.
Regular Chinese Luncheons are provided, as are morning & afternoon coffee & tea We may be able to cater for those with special dietary requirements. Please send us an e-mail if you need special food for medical and/or religious reasons.
CAR PARKING AND LOCATION MAP
Convenient car parking is usually available opposite the campus and around nearby roads.
For a location map in English and Chinese, click here
DETAILED COURSE SYLLABUS:
China, the world's oldest and soon to be largest economy in the world, now encompasses a quarter of the world's population and is in the midst of a remarkable 30-year-long resurgence. China is likely to be the most important partner but also a competitor for Western businesses in the coming decades. China's history, state of economic development, environmental challenges and political structure, all pose special challenges, yet also present golden opportunities for those with vision in business and the will to succed.
The Jiao Tong University MBA-C course has been designed to give you and your staff an understanding of the current situation in China today with vital up-to-date information, outlines of the economic, political, labor, taxation and environmental issues that China is facing. Many new case studies highlight the special managerial challenges and opportunities: to International and Chinese businesses operating or intending to operate in China today and to those who wish to more effectively negotiate and co-operate with the Chinese.
Topics covered include:
The Chinese Government has promulgated attractive conditions for those who designate their China operation as their “Regional Headquarters”
This module will highlight what specific incentives are available and how to maximize these.
How to manage your International trade from China.
How to maximize your foreign currency accounts on and off-shore transactions in China.
Managing International Trade and Investment from base China
In this module you will learn how to manage a multi-cultural team in China.
Develop a leadership style suitable for doing business in China.
Understand Chinese philosophy as applicable to business.
Become an effective business negotiator in China.
When yes means NO and when No means maybe in China.
Acquire new tools for communication and negotiation in China.
Develop skills and techniques for coaching Chinese employees.
Learn how to improve your organization’s performance in China.
Develop a leadership style suitable for doing business in China.
Understand Chinese philosophy as applicable to business.
Become an effective business negotiator in China.
When yes means NO and when No means maybe in China.
Acquire new tools for communication and negotiation in China.
Develop skills and techniques for coaching Chinese employees.
Learn how to improve your organization’s performance in China.
This absolutely imperative module will teach the candidate that dynamic strategies are of the utmost importance in a complex nation such as China. Candidates will be confronted with case studies involving lawsuits and labor-management conflicts to illustrate how negotiators adapt to ever-changing conditions.
Special attention is given to openings, closings, and other critical moments in a negotiation. Negotiating with agents and organizations examines the influence of agents on the bargaining process, that is, negotiators who represent interests of parties not at the bargaining table. The challenges of coordinating internal and external negotiations in a variety of settings are explored, among them: sales, business development, and collective bargaining as well as transactional negotiations with dispute resolution. Large organizations are especially prone to disputes and litigation - be they with customers, vendors, regulators, partners or rivals. Managers skilled at resolving external and internal disputes save costs, preserve relationships, and contribute significant value to their organizations.
Vivid case histories are presented to develop the candidate’s effectiveness as a negotiator. The unit module will also promote themes, bridging strategy and tactics, theory and practice. It includes a series of exercises to encourage self reflection and develop ability to improvise effectively in the face of unexpected opportunities and potential perils.
As for the “China Component” of this module, Candidates will learn:
How to effectively negotiate with Chinese Companies at all times.
How to build up an effective all purpose China strategy.
How to change a "cannot" into a "yes, sure can, of course......"
How to draft contract papers that are a win/win every time in China.
How to ensure quality compliance in China.
How to ensure that retention money is actually paid out to you in China.
How to ensure the company you paid the deposit to is still in business when delivery is due.
How to ensure that successful external and internal negotiations become a way of life for your managers.
How to ensure that warranty agreement are enforceable in China.
How to ensure that delivery schedules are adhered to in China.
How to guarantee that the product you get is 100% the same or better than the sample supplied.
How to guarantee that difficult to check specifications are adhered to in China.
How to prevent fixed currency valuations to go south.
How to prevent being treated as a sucker in China.
How to avoid unpleasant surprises in China
How to prevent litigation
Every Chinese businessperson knows and applies “The Thirty-Six Stratagems” which offer knowledge that has been culled from famous books about ancient Chinese warfare, spanning 5,000 years and more.
Now, the Western business manager can learn these business techniques and thus have a much better appreciation of how the Chinese Business person “ticks” Armed with the knowledge of the “36 Strategems of General Wang Jingze, the Western manager will not only understand what is going on but can plan counter strategies to gain the advantage and seal the deal.
By studying the Thirty-Six Stratagems, modern day Generals of Industry will learn the Chinese way of solving seemingly unsolvable problems and winning difficult business “battles”.
The Thirty-Six Strategems are divided into six main groupings viz:
In time of crisis, the success or survival of a business often depends on finding unorthodox solutions to vexing problems. The Thirty-Six Stratagems provide ancient Chinese wisdom to help you succeed in the modern-day battlefield that business, sometimes unavoidably, degenerates into.
How to market in China, a huge country with a population of nearly four times that of the United States. A mouth-watering prospect for many and, indeed, that market actually exists. The candidate will learn when and how and if that enormous market should be attacked profitably.
Managing International Trade and Investment return to top
This course segment is about the politics of the post 2008 Global economy and about how firms prosper by understanding those politics, or fail by misunderstanding them. Increasingly, political and economic events abroad shape the opportunities and constraints faced by managers in industries such as investment banking, private equity, fund management, and consulting.
Understanding the politics of globalization may once have been a luxury; it is now, for most high-level managers, a necessity. Despite the ease with which it is often conducted, doing business across borders is not the same as doing it at home. Rather, it entails a whole new set of managerial challenges: reassessing competitive advantage; evaluating diverse political environments and legal structures; considering the impact of currency fluctuations and trading regimes; and understanding widely disparate cultures and business norms. The purpose of this module is to build a framework of analysis that enables managers to understand the challenges of international trade and investment and to master the opportunities they represent. The course framework of analysis is based on a systematic evaluation of the informal and formal rules that define markets for goods, services, and capital.
China has come a long way since the establishment of the New China in 1949 and today, the Government of China is genuinely pro-business and pro-private enterprise and a helping hand can often be had for projects that benefit China in one or more ways. Candidates will learn about the success stories and how to engender similar successes for your company.
It is well known that not every venture attempted in China has been plain sailing and some interesting case studies will be presented and thus learn from the experience of others.
Income and wealth taxation in China, including key concepts and the policy considerations inherent in those concepts are being dealt with. The legal taxation framework in China.
Several rather sophisticated transactions will be analyzed in order to appreciate applied taxation in China.
Securities, property and trust law.
The definition of income.
Tax vs. financial accounting.
The criteria for deductions.
The choice of form of business organization.
Incorporation, including capital structure and the occasionally vague boundary lines between debt and equity.
Corporate distribution, including cash, property, stock dividends, redemptions and liquidations.
Executive compensation policies, including taxation friendly solutions.
Course Objectives:
The course introduces basic business law and specific commercial laws of China, as well as components of various international business laws. The goal of the course is to prepare business professionals with the basic framework needed to function in a complex business-legal environment, whether it is in China or their home country, but always with an eye to negotiating in the global arena; knowledge of The course is designed to offer a foundation in the general areas of business law, as well as an overview of the interrelationship between business organizations and the legal environment in which they operate. The class discussion and reading materials relate to important areas of interest for the business professional, including legal systems and commercial law, types of business organizations and their formation and legal requirements for operation. The course also includes an introduction to the various areas of law which business students will face in the future, laws dealing with accounting, banking, contracts, companies and partnerships, insurance, intellectual property, labor, negotiable instruments, and securities. law related to commerce is essential in business.
Course Content:
Course Materials:
This module has been designed for those who will be managing a global multinational business in China and elsewhere or be serving as a policymaker who will influence the investment behavior of Chinese or global multinational companies
The module commences with an effort to dispel some popular myths about globalization, especially around industry trends and the ease of foreign direct investment. New frameworks are provided for on how to maximize a companies’ competitive advantage and then diagnose the institutional barriers that the company will have to overcome to succeed internationally, especially in the post 2008 financial and economic melt-down..
Furthermore, the module will assist candidates to develop the skills for formulating successful strategies for Chinese businesses and an understanding of competitive behavior, and analyze how firms develop and sustain competitive advantage over time.
This module also examines the role of finance in supporting the functional areas of a company, and fosters an understanding of how financial decisions themselves can result in value creation.
Topics covered include:
Business Financial Reporting and Control in China and around the globe.
Especially in China, accounting is the primary channel for communicating information about the financial status of a business and this course segment renders a broad view of how accurate accounting methods will contribute to the prosperity of an organization.
An understanding of the concepts, language and legal requirements of accounting in China yet, maintain an effective tool for communication, monitoring, and resource allocation in China.
How to comply with the timely filing of financial statements and accounting reports in China.
How western accounting and control theory is used in evaluating economic conditions and aiding organizational decisions.
Reading the salient factors in a balance sheet; how to spot anomalies and what questions to ask when evaluating the health of an organization when examining the accounts.
Chinese accounting vs. Western accounting: An historic overview and how a merging of accounting practices is taking place. Accounting for the Chinese Tax authorities Amortization practices and the expensing of capital items.
This module will improve the candidate’s understanding of the complex responsibilities facing business leaders today and how personal values can play a critical role in effective leadership..
By way of real life case studies about hard to reach managerial decisions, the legal, ethical, and economic responsibilities of corporate leaders are highlighted. Special attention is paid to management and governance systems which can be applied to promote responsible conduct by companies and their employees.
This module focuses on how managers can be effective leaders by addressing the human side of an enterprise. Group culture and its' determinants
Managing the performance of individual employees.
Establishing productive relationships with peers and seniors over whom the manager has no formal authority.
Develop viable plans for the future success of the organization.
Position the organization to realize these plans.
Motivate people to achieve the plans.
Design effective organizations and monitor them to achieve superior performance.
Design a model for strategic career management.
This module is to develop the skills of the candidate to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as well as the creation and delivery of services. Typical curriculum items:
Process analysis
Cross-functional and cross-company integration
Product development
Information technology
Technology and operations strategy.
Project management is something we all have to do: some of us professionally, some of us for personal reasons. We manage projects, for instance, when we purchase and install new equipment at our company or when we have our home renovated. At work, projects can become very complex processes with the involvement of tens or hundreds of people, tasks to finish, deadlines to meet, resources to use as efficiently as possible and of course money to spend and spare.
The Project Management module will teach you how to face the challenges of being responsible for the time, resources and financial management of projects. You will learn the fundamentals of project types, structures, supervision, leadership and evaluation tools needed in the context of a project.
At the Project Management course, you will become familiar with:
The types and stages of projects Ways to decide if a project is worth doing How to set and measure the outcome of a project How to manage costs and resources, including human resources How to manage your own and the project team’s time Project structures and how they are different case-by-case Project communication including forms and reports How to include risks and contingencies in your project plan The way cultural differences influence project management
Managing HR in today’s increasingly diverse, dynamic, and complicated environment is more challenging than ever before. In this module, we will explore the challenges managers face in this competitive and rapidly changing environment. Topics include perception, motivation, decision making, delegation, communication, job and organizational design, leadership skills, team-building and office politics.
Cultural and motivational problems, perceptions and anomalies.
The module will focus on the practical skills for today’s manager and anyone who hopes to be a manager in the future. To list just a few, the module will help answer the following questions.
How can a manager:
Build a cohesive team of Chinese and expatriate staff. Help prevent misunderstandings in the communication process; Delegate tasks to subordinates and get better results; Prevent group thinking and encourage creative thinking; Make the performance appraisal process more effective and meaningful; Avoid the traps created by office politics; Provide stronger leadership inside the organization?
Entrepreneurshop is alive and well in China!
This module addresses the issues faced by managers who wish to turn business opportunities into viable value creating enterprises, and help develop candidates own approaches, guidelines, and skills for being entrepreneurial managers.
The course teaches candidateshow to:
Identify potentially valuable opportunities; how to separate the straw from the chaff.
Obtain the resources necessary to pursue an opportunity and to create an entrepreneurial organization.
Manage an entrepreneurial organization once it has been established.
Grow the business into a sustainable enterprise.
Create value for the organization's stakeholders.
This section deals with the establishment and long term management and/or revitalizing of a successful enterprise and is of great benefit to future General Managers, as well as for investors and consultants.
Module Content and Objectives:
Vital duties of the General Manager: How to integrate the marketing, product development, operations, strategic planning, financial, and human components of the organization.
Identifiable causes of challenges that a General Manager is likely to face and how to develop action plans for remedial action.
Real life case histories will be employed to highlight common problems occurring relevant to young and budding new companies as well as to more mature organizations.
Hot topics include the eternal question of: How can strong and overbearing competitors be beaten?
How can products be created that have a wide demand and unique characteristics?
What strategy to develop?
What kind of financing to employ for expansion and product development.
How to improve brand value and how to maximize returns?
The Managing Service Operations module focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.
Managing Service Operations investigates how to manage firms in order to achieve sustainable service excellence. Service excellence is sustained when value is created for owners, employees, and customers.
The section is especially appropriate for those planning to work in service firms and for those working in companies that analyze or provide support to service businesses, such as consulting or venture capital firms. The course has a strong emphasis on consumer services, with only modest attention to business services.
The module explores how managers can influence customers, employees, and service designs to create and generate value. Through exposure to a wide range of industries (e.g., financial services, government, health care, hospitality, and retail).
Organizations
Current practice reveals a lack of widespread understanding of effective service management. Consider, for example, that in virtually every industry customer service costs increase while customer satisfaction decreases. This course takes the position that there is enormous potential to improve services and has as a goal to equip students with the concepts and tools to do so.
Service Operations Fundamentals: This section introduces students to the "basics" of service management and covers topics like yield management, after-sales service, and queuing. A basic understanding of these topics is desirable for all service managers. Module Content:
1. The Customer Operating Role: In many services, customers have an operating role. That is, customers perform tasks that traditionally were performed by employees. This chapter explores this aspect of service operations and the attendant challenges it imposes on service operations. Hence, understanding and learning how to influence customer operating behavior is central to service operations and a central theme in this chapter
2. Designing Sustainable Service Models: This chapter addresses the challenge of designing sustainable service models: services that simultaneously produce value for customers, employees, and owners. Principles of effective service design will be developed through a series of successful and unsuccessful case studies.
3. Furthermore, analyzing existing services will be demonstrated as well as how to design new services.
4. Translating Service Models to Service Operations: Performance management systems play a crucial role in determining operational performance. This chapter will focus on the design of measurement, incentive, and reporting systems for delivering service excellence by examining multiple service contexts where performance management systems were used effectively or ineffectively.
5. Improvement with Customer Operators: Continuous improvement plays a vital role in all operations. This module takes the view that firms can improve their service operations by exploiting systematically the vast and increasing amount of data - data on transactions, customers, stores, competitors - at their disposal. While the sheer volume of data has increased, its managerial influence has remained relatively constant. This chapter lays out a structure for how to approach data analysis, starting with how to ask the right questions, how to perform relevant analysis, how to interpret results, and perhaps most importantly, how to communicate insights to non-statistical audiences.
The “Managing Service Operations” module focuses on how firms can deliver excellent service while achieving business success. This involves an excellent understanding of customers, competitors, and the firm's internal procedures.. The module investigates how to manage firms in order to achieve lasting service excellence. Service excellence can only be sustained when additional value is added for owners, employees, and clients. The section is especially appropriate for those planning to work in service firms and for those employed in companies that analyze or provide support to service businesses, such as consulting, advisers or financial firms. The module is focusing on consumer services, with only modest attention to business services. An important aspect of the module is the exploration as to how managers of financial services, hospitality, and retail companies government, health care and the like can influence customers, employees, and designers to create and generate value, tailor made to neds of the customer. Current practice reveals a lack of widespread understanding of effective service management. It is well known that in virtually every industry customer service costs have increased while customer satisfaction decreased. This module takes the position that there is an enormous potential to improve services organizations. THE FUNDAMENTALS OF SERVICE ORGANISATIONS This section introduces students to the "basics" of service management and covers topics like yield management, after-sales service, and queuing. A basic understanding of these topics is desirable for all service managers.
Module Content:
1. The Customer Operating Role: In many services, customers have an operating role. E.g.: customers perform tasks that traditionally were performed by employees. This chapter explores this aspect of service operations and the attendant challenges it imposes on service operations. Hence, understanding and learning how to influence customer operating behavior is central to service operations and a central theme in this chapter.
2. Designing Sustainable Service Models: This chapter addresses the challenge of designing sustainable service models: services that simultaneously produce value for customers, employees, and owners. Principles of effective service design will be developed through a series of successful and unsuccessful case studies. Analyzing the efficacy of existing services will be carried out as well as how to develop new services.
3. Translating Service Models to Service Operations: Performance management systems play a crucial role in determining operational performance. This module focuses on the design of measurement, incentive, and reporting systems for delivering service excellence by examining multiple service programs where performance measurement systems were used advantageously or or ineffectively.
4. Improvement of Client relations staff: Continuous monitoring and improvement should be the norm rather than the exception. This module takes the view that companies can improve their service operations by exploiting systematically the vast and increasing amount of information: data on transactions, customers, stores, competitors - While the sheer volume of data has increased its influence on top-management has remained relatively constant. This section proposes a structure for how to approach data analysis, commencing with how to perform relevant analysis, how and who to ask questions and how to interpret results.
More importantly, how to convince decision makers of proposed course changes to improve the performance of the service organization.
This module will improve the competence of candidates who will be responsible for leading and managing a group of people by increasing their competence in working across a wide variety of group settings mid level managers usually take responsibility for leading a small group of people. Their success depends to a large extent on their ability to enhance the performance of each individual group member, and to foster the appropriate amount and type of coordination among all members. Effective group leaders leverage the skills, talents, and insights of group members, guiding the group to accomplish far more than members could achieve by working independently. Many dysfunctional groups, however, do the opposite, wasting or even undercutting members' contributions. This module will help identify the common problems that groups encounter along with the actions that group leaders (or members) can take to avoid or remedy these problems. In doing so, the course will sort through the widespread myths and misconceptions about teams that often stand in the way of effective teamwork, even as teams become a way of life in many organizations.
1) Creating the Conditions for Optimal Team functioning The goal of this module is to develop an understanding of the enabling conditions that maximize a team's chances of success. The module will focus on how leaders can assemble and launch effective teams by putting into place appropriate contextual conditions, structures, members, and task assignments.
2) Diagnosing and Remedying Team Dynamics The first goal of this module is to provide conceptual guidelines for diagnosing team dynamics and determining one's strategic options as a manager for intervening to improve these dynamics. We will identify the problems that most frequently disrupt team members' interactions, and the underlying sources of these problems. The second goal is to impart practical interpersonal skills for implementing effective interventions in group situations.
Tuition fees may be submitted by cash or local bank card and credit cards. A refund in full can be made if the prospective student notifies us in writing of his/her withdrawal from the course two weeks before the commencement date and presents the original receipt. Within the two weeks and before course commencement, 80% can be refunded. No refund requests can be entertained after course commencement for whatever reason.
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For inquiry, please contact us at (86 21) 50813383 or 6448 1768, or send email to china-studies@hotmail.com