“All winning organizations er veeeeMd voto mey mess ccanetsy Service’- Ciaus Moiter The Quality Guru, widely acclaimed for revolutionary concepts eee ee WRC US ere Ue Ps IMI@ ~ Gea rN D1 At ‘consume cane aee® PRESENT Claus Moller IN A BUSINESS GURU EVENT ON By Building Customer Focused Organizations peeing eed uiFi pry aU FICCI oR ae mcr eun token tease ntcr Senne ee tea eis nr tc cemeaa recs Rte Ser eaten atest cre tees DOU er ue Cuno On en een ere a Ee Dee ee ee cee Ren eee oe gee ee ee ey keeping with the market needs. DE ee ce ee ue ee oe ey Airways and Scandinavian Airlines in Europe, or Airtel, Vodafone, Oberoi Hotels, Max New York Life eee oy Such organizations have one universal lever catapulting them towards business success..2 customer ee eet) to put the customers first. The success of TMI worldwide is largely attributed to its philosophy of Drea? ‘A powerful philosophy based on the premise: External Service Quality can never exceed Internal Service Quality. Why attend this event? ‘While most companies can successfully implement initiatives related tothe harder aspects discussed above, its more challenging for them to create internal cultures that drive customer centicity, Smart leaders have looked towards becoming more customer-focused to make this happen. But few—even those with a deep understanding of their customers—really know how to achieve this. This year uur task simpler by bringing to you in person, Claus Moller the Quality Guru, and the Founder of the Putting People First philosophy. The PQR Framework © Claus Moller's work has been known to transform and enhance organizational effectiveness through Productivity, ‘Quality and Customer Relationships (PQR) worldwi CML Through his research and proven success, he has now brought tothe world the 12 Box Framework — that deals with and simplifies the complexities between the dimensions of Productivity, Quality, Relationships and Leadership vis-a-vis the Self, eam and the Organization. While in india, Claus would be sharing the tenets of Relationships the +2 Box Framework and how leaders and organizations can make it relevant for thelr success and sustainable customer focus. + Leadership6a VY F a | E Prodectty leer a: —s De ee De ae ee eee eg aed See ee eee eet ey pereren) ee ee eee Ee ree ee ae et re coe eee Perera ere eee +) How can leaders leverage the 12 Box Frameworkto — Understanding complex stakeholders and managing expectations Cee et ea ene ec neces Loony Location Delhi Mumbai Bangalore Date Novembers6,"10 November, 18 10 November, 1910 Venue Sheraton, New Delhi FourSeasons, Worl TC Royal Gardenia, Residency road ‘2 participants 3+ participants Payments one recrve can be transfered Early Bed Registration fee 15,000/-* 235001" but cannot be canceled or refunded (ut sth October) Forreston deta, refer to atached fom *Senvcetax @ 109% applicable on the Regular Registration fee 26,000/-* 14.5001" stove pices, Please submit the attached registration form and contact: Sumit Haran: T: 9810685694 or email at sumitharjani@inspireone.in IF Sir Colin Marshall was the most important player in emphasizing customer service in British Airways (BA), then the Putting People First (PPF) program, conducted by Danish firm TMI, was the most ee er eres eee ene eect ree eee an ee ee eee ene tne ety to the honesty ofits message, the excellence of its delivery, and the strong support of management. sal an ee nee Cnta | Se ee About Claus Moller is an internationally renowned Claus Moller keynote speaker, and an experienced management consultant. He is also the author of several internationally best-selling business books on concepts pioneered by him, among them A Complaint is a Gift, Putting People First, Personal Quality, Employeeship and Heart Work ~ a book about emotional intelligence. Personen te 13975, Claus founded the global human resource management consultancy Time Manager International (TM) He now works as an independent advisor to a number of blue chip clients and as a keynote speaker through his new company Claus Meller Consulting. Claus has been actively involved in improving organizational effectiveness for more than 30 years. He hhas been credited with the turnaround of numerous organizations, in industries as varied as travel and hospitality, manufacturing, automotive, retail, energy, financial services and government. “External Service Quality can never exceed Internal Service Quality” — Claus Moller About __lnspireOne enables organizations to improve business performance by developing their most valuable asset — InspireOne | TM their people. Through its partnership with TM, InspiteOne offers training and consulting solutions for individuals, teams, and organizations in the areas of performance enhancement, customer service, leadership, and organizational development. Founded in 1975, TMI is one ofthe world's largest HR consulting and training firms, operating in 40 countries. It offers innovative solutions to help organization maximize their intangible value by investing in their human capital, TMI solutions and tool have gained international reputation for quality and practice value and all. programs have been designed to connect with the minds and hearts of people. Each year, more than 2,50,000 people from all walks of life participate in TMI programs and/or consulting processes. Some ofthe other branded products offered by TMI Include: Branded Customer Service, Employeeship™, Personal Quality, Heartwork, Emotionally intelligent Leadership, Time and Performance Management, etc. About FICC Aliance for Consumer Care is a dedicated Center of Excellence jointly promoted by FICCI and Department of FICCI Alliance for Consumer Affairs (OCA), Ministry of Consumer Affairs, Food and Public Distribution, Govt. of India. The Alliance Consumer Care was-established in keeping with the commitment of FICCI to promote and foster the highest ethical relationship between businesses and the public. The event is an initiative under FACC, which aims to develop and establish consumer focused practices and voluntary mechanisms within Corporations. verthoste by: 5, Saket, New Deh00%7 Teagin66y349, 26865414 Inspuedne “ieee z | “Mie EEL $m™me@ InspireOne Please fill in Company Name the information Address Telephone Fax Email Please register) our nominees Sponsoring Name authority Designation Please Pose, option Date 16 Nov ‘10 18 Nov ‘10 19 Nov ‘10 Payment Enclosed is a Cheque / Draft No. Dated details for Rs. Please make your cheques/draft in favor of “Inspire One Consultants Pvt. Ltd." Payable at New Delhi Please note As the seats are limited, we request you to email/courier your confirmation at the earliest. Confirmation would be subject to receipt of nomination fee. Payments once received can be transferred but cannot be cancelled or refunded.