Webinar – Understanding Services: More (and Less!) Than You Think!

Every organization delivers services to its customers, whether in the private sector, the public sector, or somewhere in between. But what’s a service? Who is a customer? How do you define them, how do you evaluate them, and how do you know they are being delivered effectively?

Adopting a formal and disciplined approach to defining and managing services is a critical step in their improvement. Formal definition of services can significantly enhance your ability to understand, measure and identify opportunities for improvement. This presentation explores how to effectively assess and evaluate services. In particular, it introduces the Municipal Reference Model as a ‘Made in Canada’ framework that has become the de facto standard for defining and evaluating public sector services in local government.

Join Melinda Munro as she provide insight and case studies on how organizations can improve their service offerings. She is a lawyer with extensive experience in the municipal sector. She
has successfully implemented performance frameworks for major Canadian cities. Her hands-on approach to conducting service reviews is focused on ensuring maximum knowledge transfer to organizations and employees. Drawing on her background as an advocate, she uses rigorous and disciplined techniques for aligning service design/delivery with Council goals and community aspirations.

As always, spread the word to those who might be interested in this webinar. You’re welcome to point entire associations, companies and small countries to these links.

This webinar series is a de Jager & Co Limited and Interthink Consulting production.

Join us on 28 April 2014:

  • 10:00AM MDT/12:00PM EDT – Click here to register!
  • 6:00PM MDT/8:00PM EDT – Click here to register!

Leave a Comment