Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

Customer Service Train-the-Trainer

"Professional Skills Training to Create a Strong Service Culture LISTENING RESPONDING- RESOLVING

Table of Content
Workshop Overview Page 2

Registration Form

Page 3

Lead -Facilitator Profile

Page4/5

IMS Services

Page 6/7

Sample of Current Client

Page 8

info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

Customer Service Train-the-Trainer

"Professional Skills Training to Create a Strong Service Culture LISTENING RESPONDING- RESOLVING
Date: Monday/Tuesday June 13/14, 2011 Location: Normandie Hotel, St Annes Port-of-Spain Cost:TTD$4,378.00 per participant, inclusive of training material Lunch refreshments and certificate
www.imsconsulting.ca/customerservice

Learn skills to satisfy customer needs, maintain control, separate facts from emotions, and develop a mindset dedicated to delivering outstanding service even in the most difficult situations!

SPECIAL FEATURE:
Using True Colors personality assessment participants gain an understanding of how-to work with a variety of personalities and still maintain control of their own behaviour. This is a fun, interactive session using an assessment tool that is easy to complete, accurate, and useful for both personal and business relationships. This program will help to create and sustain a culture that gets every employee to recognize their role in providing Service Excellence to both internal and external customers.

Two-Day Workshop Content:

y Understanding customer expectations y Identify opportunities to make positive y y y y y y y y y Identify fact from emotions and develop

skills to manage potentially difficult situations

y Quickly identify communication styles to y y y y y y y

impressions with customers What is a Service Culture Personal motivation Develop a stronger sense of teamwork and cooperation between co-workers Understanding personality patterns Listening and questioning skills Rapport Building: Win/Win Relationships Negotiation strategies Stress management tools

improves problem solving and reduces conflict Telephone etiquette voicemail Social media - email Developing a training plan Coaching for success Interactive activities Creating a winning customer service process Road map for implementation

Lead- Facilitator: Sheree Baron IMS Consulting, Canada Co-Facilitator: Carla Hutchinson IMS Consulting, Trinidad

info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

IMS Workshop Registration Form

Workshop: Customer Service Train-the-Trainer Date:
Monday/Tuesday June 13/14, 2011

Location: Normandie Conference Facility, St Anns, Port-of-Spain

10 Nook Avenue (3 minutes past Queens Hall)

Cost:

2-day workshop per person TTD$4,378.00 per person (Preferred Customer: SPECIAL OFFER - Register 2, Get ONE FREE!)

Attendee Information
Company Name: _____________________________________________________

Company Address:

_____________________________________________________

Contact Persons Name: _____________________________________________________

Contact Phone:

_________________________ Contact Extension: ___________

Attendee Name:

_____________________________________________________

Job Title:

_____________________________________________________

Attendee Phone:

_________________________ Extension: ___________

Please complete this form and email to sheree@imsconsulting.ca When this completed form is received, I will prepare and email an invoice to your company. Important note: Payment must be received before the start of the workshop. info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca 3

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

Lead-Facilitator: Sheree Baron, CPIM

Principal of IMS Consulting with offices in Toronto, Canada and Port-of-Spain, Trinidad, Ms. Baron is highly respected for her expertise as a corporate trainer and seminar facilitator. She is a graduate of Ryerson University, Toronto; Georgian College, Barrie; and APICS Certified in Production and Inventory Management (CPIM). Ms. Baron facilitates a wide range of business improvement seminars that focus on helping clients to increase market share using current skills, tools and techniques. Topics include: Supply Chain Leadership, Coaching, and Team Development; Customer Service 411 with True Colors; Management and Supervisory Skills; Stress Management; Effective Business Communication; Workplace Diversity Training; Negotiation Skills; Public Speaking and Presentation Skills; Ontario Bill 168 Awareness and Implementation; Time Management/Priority Planning. OTEC Ontario Tourism Education Council Programs: SuperHost, SMART Service, Food and Beverage Server Traineeship, Hotel Front Desk Service. Clients in Canada and the Caribbean Include: Atlantic Liquid Natural Gas (Trinidad), Kodak Canada, Manitoulin Transportation, Near North Customer Brokers, Univar Canada, Atlantic Packaging, Humber College, Georgian College, and Bombardier Aerospace. (A full list of clients is available on request.)

SKILLS
Education and Training: Develop client specific training programs for managers, supervisors, and employees. Consulting: Provide information, advice, personal coaching, specialized knowledge, and skills to address people, process, and technology issues. Coaching: Help individuals capitalize on their strengths, develop new skills, and achieve notable improvement in the areas of: Problem Solving, Decision Making, Team Building, Management, and Customer Service. Seminars and Workshops: Develop, deliver, in-house and public workshops for topics including: Stress Management, Priority Planning, Teambuilding, Management, Supervisory Skills, and Problem Solving. Project Management and Facilitation:
Develop project goals, timelines, and implementation plans. Assist in the development of appropriate policies and procedures; provide facilitation and coaching support for individual and teams to keep focused and on track.

info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

Sheree Baron Education, Training, and Certificates

Human Resources Professionals Association Certified Human Resources Professional (CHRPTM) Designation APICS -The Educational Society for Resource Management Certified in Production and Inventory Management (CPIM) certificate Ontario Diversity Education Council, Toronto, ON Workplace Diversity Training SCRCSSB Career Centre; Barrie, ON Edward de Bonos Six Thinking Hats; True Colors Personality Assessment Ryerson Polytechnic University, Toronto, ON Certificate Teaching and Training Adults program Ontario Tourism Education Council, Toronto, ON - SuperHost Leader Training - SMART Serve Facilitator Training Georgian College, Barrie, ON Certificate Teaching and Training Adults 2008

2003

1998

1997

1996

1995

1994

ACCOMPLISHMENTS
Keynote Speaker Events: - APICS Professional Development Meetings Canada - Federated Press Strategic Warehouse Management Conference Toronto, Canada - Human Resources Professionals Association Toronto Chapter

Association Executive Positions: - Simcoe Chapter President APICS (The Association for Operations Management) 2003-2006 - Canadian Region VP Marketing APICS (The Association for Operations Management) 2005-2007

Membership: - Canadian Manufacturers and Exporters (CME) - The Association for Operations Management (APICS) - Human Resources Professionals Association info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca 5

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

Operations and Supply Chain Management Workshops

Facilitator: Dennis Lord, IMS Consulting - Canada
Each session is designed to provide the latest tools and techniques to boost your productivity and profitability through better education and training of your employees, managers and executives.
Essentials of Supply Chain Management Supply chains exist in manufacturing, distribution, and service organizations and require the simultaneous improvements in both customer service levels and the internal operating efficiencies of the companies in the supply chain. Explore the concepts, tools and techniques you need to plan, source, make, deliver, and handle return of products. Sales and Operations Planning (S&OP) Sales and Operations Planning is one of the hottest areas for supply chain improvement today. S&OP will help your organization to gain consensus between sales, finance, procurement, manufacturing and logistic, allowing them to project future performance, efficiently utilize assets to achieve and maintain high levels of customer service.

Advanced Inventory Management and Optimization Increasing complexity of manufacturing and distribution due to greater variability and uncertainty across the supply chain requires new approaches for managing supply chain inventory. This session will describe advanced inventory management techniques and optimization, the benefits, and implementation issues. We will discuss why traditional inventory techniques and rules of thumb create excessive inventory and costs.

Inventory Management and Control Techniques Managing inventory, whether you are a manufacturer, distributor, or a retailer plays a crucial role in the smooth and efficient running of your supply chain. Reducing excess and obsolete inventories and planning to have the right inventory, in the right quantity, at the right place, at the right time, will lead to improved service levels, lower inventory costs, and a more attractive bottom line.

Purchasing and Supply Management This session describes the process of sourcing, selecting suppliers, negotiating terms and delivery. It covers all activities from receiving a purchase requisition, through selecting and monitoring a supplier, to receiving materials at the required time. The interactions of supply chain, logistics, procurement, will be discussed with appropriate case studies. Cycle Counting to Improve Inventory Accuracy Without accurate inventory records you do not know what inventory is available and how much money is invested. Schedulers cannot develop reliable schedules. Buyers cannot purchase the correct materials in a timely manner. Manufacturing is thrown into chaos. Customers cannot depend on reliable deliveries. Financial statements are questionable.

Effectively Managing MRO Inventory Effective management of MRO inventory is challenging and complex. Inventory control of MRO means having the right parts, in the right quantity, at the right place, at the right time, for the right price. Having too many parts, not enough parts, or having to search for the parts leads to higher costs and can mean longer downtimes, not to mention frustration. Manufacturing Planning and Control MPC is concerned with planning and controlling all aspects of manufacturing, including managing materials, scheduling machines and people, and coordinating suppliers and key customers to maximize customer service, limit inventory investment and maintain high operating efficiencies. We cover ERP how it works and implementation issues an software.

Lean Thinking: Concepts, Principles, Tools Lean, lean, lean, you hear and read about it all the time, and may even be practicing it in your plant and/or office. Whether you are a newcomer or a veteran of the lean philosophy this workshop will teach the principles, concepts, tools for identifying and eliminating waste in your organization. You will also learn about the 5S system the first steps of lean implementation.

Demand Planning and Forecasting Demand forecasting plays a central role in supply chain planning, marketing, purchasing, inventory management, and establishing inventory levels and safety stock to meet targeted service levels. You will focus on forecasting principles, techniques, and fundamental statistical methods with lots of hands-on practice in making forecasts and measuring forecast accuracy...

info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

Leadership and Personal Skills Development Workshops

Facilitator: Sheree Baron, IMS Consulting Canada
Each session is designed to provide the latest tools and techniques to support individual and team success through better education, training and experiential exercises.
Change Management To achieve and sustain success, organizations and their people need to be adaptable. It is the way in which we face-up-to, embrace and manage change that distinguishes between success and failure. This workshop is designed to help participants maintain a positive attitude, be adaptable to achieve and sustain business and personal success using current change management tools and techniques. Team Building Dynamics Today more than ever it is vital for all personnel in business to learn and use the essential teambuilding skills shared in this session. This workshop will help participants develop the skills to achieve outstanding results within their teams. We will explore the practical and attainable strategies surrounding teambuilding, and learn how to stimulate change and communicate at all levels of the organization. Business Leadership An effective leader is able to manage priorities, develop skills to control stress and communicate at all levels within their organization. Participants in this workshop develop the skills to be able to articulate a powerful vision. You will learn how to stimulate change, transfer best practices, inspire excellence and achieve buy-in at all levels.

True Colors Organizations who engage their employee in True Colors develop strong teams, effective managers and excellent customer service. This personality assessment tool will help participants learn the skills to identify behavioral styles and personality types to improve team building with better communication.

Six Thinking Hats Problem Solving "Six Thinking Hats" is a powerful technique that helps participants look at important decisions from a number of different perspectives. It helps individuals and groups make better decisions by pushing them to move outside their habitual ways of thinking. As such, it helps them understand the full complexity of a decision, and spot issues and opportunities which might otherwise not be notice.

Customer Service Excellence The SECRET to improved customer service is information! Participants at the IMS Customer Service 411 workshop get useful, current information. Using examples from day-to-day experiences, participants learn what to do when, and how to apply these customer services skills and tools learned to improve service and performance.

Presentation skills This workshop will help participants to understand how to create effective presentations and to determine realistic objectives. Attendees will practice how to analyze the audience, use supporting materials effectively, organize a presentation clearly and successfully incorporate visual aids into their presentation.. Session activities also cover reducing the fear of speaking, remaining calm, appearing relaxed and improving the delivery of your presentation.

Sales: Prospecting, Qualifying, and Completing Laying the Foundation for Success This session is part one of a three part program and will be of value to all sales people: Business-to-Business; Telemarketing, Customer Service Desk. Participants in the session will learn the organization, communication and personal motivation skills that every salesperson needs. They will also identify and examine each stage of the selling process: prospecting, qualifying, presenting, completing the sale, and servicing the customer.

info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca

Supply Chain Process Improvement

www.imsconsulting.ca
Education - Training - Consulting

This is a Partial List of Our Clients

In-house Clients Are Bold. Contact our office for references.
Atlantic-LNG Trinidad Atlantic Packaging Canada Allen Bradley AlliedSignal Aerospace Amaco Fabrics & Fiber Ancor Lamina Andres Wine Ltd Aqua-chem ATS Automation Tooling Systems Audio Products International Automated Design Awphair Ventilating Systems Bayex, A Division of Bay Mills Ltd Beta Brands Best Buy Bazaar Novalities (The Party Bazaar) Boart Longyear Inc Bobrick Washroom Equipment Bombardier Aerospace Bonar I Bon-L Canada Inc Bruin Engineered Parts Inc Camfil Inc Cami Automotive Cammda Corporation Campbells Soup Canada Sportswear Canada Thermos Cara Foods Cascades Boxboard Inc Cast Tool Centerline (Windsor) LTD CIBA Vision Canada Inc. Cochrane Manufacturing Inc Commonwealth Regal Cook (Canada) Inc Com Dev Space Group Consultronics Limited Copperweld Canada Crown Cork & Seal Canada Inc Dana Canada Dare Foods Danica Imports Del Laboratories Inc Deere-Hitachi Specialty Products Dominion Automotive Dortec Industries Dresden Industrial Duha Colour Dukane Canada Company Dupont Canada Dura Auto Easton Coatings Egan Visual Inc Energizer Canada Engel Canada Inc FAG Bearing FCI Framatone Connectors Federal Mogul Fileco Inc Flags Unlimited Future Shop Gates Canada General Seating Of Canada Gennum Corporation Gentek Building Products Limited GSW Water Heating Guspro Inc Hendickson Spring Holland Equipment Holland Hitch Of Canada Honeywell Limited Hubble Canada Humber College King Optical Jamco Trailers Jamieson Laboratories Jeld-Wen Windows and Doors Jonic International Keanall Industries Inc Kerry Canada Killian Manufacturing Knoll North America Kodak Canada Konal Engineering & Equipment Kuriyana Canada Inc Lee Valley Tools Long Manufacturing Ltd M A Hanna MDX Sciex M&I Doors McCloskey International McNairn Packaging Manitoulin Transportation Messier-Dowty Mitchell Plastics Metcon Sales & Engineering Ltd. Moore Products MSA Canada Multichair Inc Mytox (Magna) Nestle Canada Near North Customer Brokers Nextrom Tevhnologies Ltd Norampac inc Nortel Canada NoSag Spring Novartis Pharmaceuticals Novatronics Inc Novopharm Limited Nour Trading Inc Oakrun Farms Omron Dualtec Automotive Electronics Orenda Aerospace OBusforme Orian Bus Industries Parmalat Canada (London) (Ottawa) Plydex Decoma (Magna) Polar Windows and Doors Precision-Tech ltd Presstran Ltd Quadrad A Linamar Company Reinhart Vinegars Ltd Richard-Wilcox Canada Rieter Automotive Mastico, Ltd Ripco Rothmans Benson & Hedges Inc Rotoflex International Savage (Canada) Inc Scepter Coporation Seaforth Creamery Serco Canada Shepherd Products Skyjack Sleeman Breweries Solvay Automotive Somerville Packaging Spartech Color Sparton Canada Surefit Home Furnishings Ltd Standard Aero Limited Swish Maintenance Taro Pharmaceutical Tayco Panelink Ltd The Nu-Gro Corporation Trojan Technologies TS Tech Canada Univar Canada (Toronto and Montreal) Valvoline Canada Ventra Plastics (Kitchener) Viking Air Limtied Vytec Corporation W.C. Woods Company Walinga Inc Waltec Plastic Watt Industries (Canada) Inc Weetabix Weidmann Wellmaster Pipe and Supply Windsor Textiles Limited Woods Industries Canada Inc

info@imsconsulting.ca 868-767-0046 or 1-416-477-2467 www.imsconsulting.ca