Thursday, September 4, 2008

Seminar Competitor Intelligence & Effective Recruitment using DISC

SERVICE LEADERSHIP's Workshops Agenda in September 2008

10 September, 2008, Gran Flora Hotel, Jakarta 09.00am-06.00pm
Instructor: Fidelis Waruwu MSc,Ed , MBTI Qualifying License, Certified Expanded DISC
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11 September, 2008, Ritz Carlton Hotel, Jakarta 09.00 am-06.00 pm
Instructor : Wardhani Soedjono, Director of Consulting Indonesia of VADS Berhad
Former VP Service Delivery and Contact Management of PT Excelcomindo Pratama
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* Reduce Conflict, Increase Synergy :
15-16 September, 2008, Gran Flora Hotel, Jakarta 09.00am-06.00pm
Instructor: Fidelis Waruwu MSc,Ed , MBTI Qualifying License, Certified Expanded DISC
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18 September 2008, Intercontinental Mid Plaza, Jakarta 09.00am- 06.00pm
Instructor : Joko Wiyono, Managing Director of PT Qasa Strategic Consulting
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Service Leadership Presents...

Qasa Consulting Workshop Series
A one-day seminar by
Joko Wiyono
Managing Director of Qasa Strategic Consulting

September 18, 2008 Intercontinental Mid Plaza, Jakarta 09.00 am - 06.00 pm

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In recent years, market growth of many industries has slowed and markets have matured or, in some cases, become more protective. It is, therefore, the only way for many companies in many industries to grow is at the expense of their competitors. Many large companies in the world, including in Indonesia, are turning to competitive intelligence (CI) for input into their strategic management system and decision making..

However, CI skills and capabilities are not built overnight; it takes years of hands-on experience to conceive a credible, reliable, and visionary CI specialist before he/she is ready to take full responsibilities. This seminar is not aimed to short cut the process; it rather provides correct platform and analytical skills -- the skills needed during execution .i.e. tactical logic skills to direct the field executors for those who are in charge of building an integrated CI capability within an institution in order to win market competition.

This seminar aids managers in directing, collecting, compiling, cataloguing, analyzing and communicating data to build competitive market knowledge, and educate us to be fully equipped to develop and execute marketplace strategy.


To enable participants develop an integrated CI capability, build competitors analysis skills and practice analytical techniques.

The focus of the seminar is addressing 4 (four) key elements of Integrated Competitive Intelligence activities which include determining scope of competitive intelligence efforts; gathering competitor data; performing competitor analysis; and synthesizing into strategic action.

By attending the seminar, participants are expected to understand how to use information about the competitor and the competition in making more effective and profitable decisions.

Who Should Attend
Senior executives, marketing executives, product managers, planning managers and professionals involved in any form of business intelligence.

Seminar Outline

Understanding Competitor Intelligence and Analysis
* Definition vs. application
* Differences between data, information, and intelligence
* Defining who the real competitors are

Determining Scope of Competitive Intelligence efforts
* Definition of winning the market
* Critical competitors
* Key issues by competitors

Gathering Competitor Data
Market mapping
Complete competitor profiles

Performing Competitor Analysis
*Competitor Strategic Plans
* Predictions of competitor actions
* Assessment of vulnerabilities

Synthesizing into Strategic Action
* Competitive simulation
* Strategic recommendations

The one day seminar meets from 8:30 a.m. to 6:00 p.m. each day. It combines a mix of lectures, discussion, syndicate work, and case work. All materials are provided. Attendees are encouraged to bring a live case from their practice for discussion.


Joko Wiyono is Managing Director of Qasa Strategic Consulting, a consulting company providing market assessment, competitive intelligence, and retail services to local as well as multinational corporations operating in Indonesia as well as in the regions. With more than 15 years experience, Joko has done numerous works in competitor analysis and intelligence.

After graduating from Florida State University in 1992, Joko spent most of his career in consulting industry mainly with Austrade, Coopers and Lybrand Management Consultants Indonesia, and Deka Marketing Research before establishing his consulting services.

Joko also worked for Coca-Cola Amatil Indonesia for nearly 6 years where he, on day to day basis, watched and monitored actual competition in action in marketplace. He believes that an established competitive intelligence system and capability within a corporation with correct definition of competitors are crucial element in winning today's fierce market competition.

Investment Fee
Fee : Rp 1.500.000/person
Early Bird Discount Rp 1.100.000 /person
(Payment received before September 5, 2008)
Group Discount 10% for 3 or more delegates from the same company
(include material, 2 times coffee break, fasting break and

BCA KCP Kelapa Gading Hybrida
No 6300801704 ( Tohap P Simanjuntak)

For further information please call:
Service Leadership
Jl. Mampang Prapatan IV/ 234 A
Jakarta Selatan - 12790
T. 021-71404992 ,7993479
M.0812.802.8352 (Rina) or 0812.9766.822 (Tohap)

Download pdf brochure:


Please register our delegates to attend:
September 18, 2008, 09 am - 06 pm,
Intercontinental Mid Plaza, Jakarta,
1.Name: .. ..............................Job Title : .. ... .. .. .. .........
2.Name: .. .. .. ........................Job Title : .. .. .. .. .. ..........
3.Name: .. .. .. ........................Job Title : .. .. .. .. .. .........
Company: .. .. .. .. .. .. .. .. .. ... ..
Address: .. .. .. .. .. .. .. .. .. .. ..
.. .. .. ................................
Telephone: .. .. .. .. .. .. .. .. ..
Fax : .. .. .. .. .. .. .. .. .. .. ..
Cont. Person : .. .. .. .. .. ... .. .. .HP :................
Email : .. .. .. .. .. .. .. ... .. .. .. ..
Fax to 021-7945258


"YOU are a LEADER, Customer Service Excellence
Begins with YOU..!"

( For Managers & Customer Service Team Leaders / Supervisors)

September 11, 2008, Ritz Carlton Hotel, Jakarta 09.00 am-06.00 pm

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Customer Service Excellence will give you the competitive advantage you need to survive in a though business climate. In today's customer oriented business environment, people skills are critical for personal and organizational success.

As a Customer Service Manager / Team Leader, your success is measured by how well you get the work done with and through your team. People Management In Customer Service Training provides management training in the skills every Team Leader / Manager must have in order to achieve team synergy and success

Training Objectives:

This training will help you :
Understand your role as a service leader in achieving customer satisfaction
Establish team purpose and direction
Effectively hire, motivate, train and empower customer service representative
Monitor service level performance
team members to improve performance

Who Should Attend :
• Customer Service Manager
Customer Service Team Leader / Supervisor
• HR / Training Manager

Training Outline :

08.30 : Registration

09.00 : The Service Managers' Function as a Role Model
• Lead your Team with clear vision and direction
• Demonstrate the behaviors and skills necessary to be an effective role model for your team
• Display actions that build trust within your team
• Create an environment of learning and curiosity

10.30 : Coffee break

11.00 : Hiring and Training Customer Service Representative
• Identify key attributes for selecting high quality representative
• Some interview techniques
• Identify appropriate training courses for the team

12.30 : Lunch

13.15 : Performance Management and Monitoring in Customer Service
• Set team goals & Key Performance Indicator (KPI)
• Some techniques of Coaching & Counselling
• Manage difficult employees
• Samples of Reward and Recognition programs
• Some techniques of monitoring performance

15.15 : Afternoon tea

15.45 : Talent Management
• Identify the best from the crowd
• Grooming a new tim leader

18.00 : Closing & Fasting Break

Workshop Leader

Wardhani Soedjono

Being a practitioner in service leadership, Wardhani Soedjono possesses an in-depth experience for 30 years in various multinational companies.

During her time in IBM, Wardhani developed her individual leadership competency in various functions such as procurement, market-driven quality, contract management and lastly direct marketing. The experience has obviously reflected significance in relationship and collaboration with people within and outside the organization, such as the staff, peers, suppliers and customers.

In XL, Wardhani had the opportunity to lead different functions and managed carrying different missions such as human capital, corporate sales, channels and distribution and customer service. Successfully she had brought XL front-liners from a non-standardized into a well standardized contact centers using the worldly known COPC standards. Her last position in XL was Vice President, Service Delivery and Contact Management.

To lead effectively Wardhani equipped herself with various certification and endorsement, such as IBM's Malcolm Baldrige Assessor, IBM Benchmarking Coordinator and lastly Registered Coordinator of COPC.

Presently, while holding the position of Chief Representative Officer and Director of Consulting-Indonesia of VADS Berhad, Wardhani also serves as a Service Leadership Consultant and providing services as a public speaker, coach and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Tele-Marketing, Malcolm Baldrige Quality Program, Contact Center Management, and Competency Based Human Resource Management.

Investment Fee
Fee : Rp 1.500.000/person
Early Bird Discount Rp 1.100.000 /person
(Payment received before September 5, 2008)

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