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Going beyond customer service and keeping customers for life doesn't just mean doing things right. Learn to exceed expectations by doing the right things, at the right time, as defined by your customers.


Duration: 3 Days

Lagos Venue

106 Apapa Road beside
Zenith Bank Lagos.

Fee: N75, 000. VAT Incl.

4 - 5 participants: 5% discount
More than 6 ppl: 10% discount

Class Session

9:00am – 4:00pm daily.
(In plant training available upon request)
WEEKDAY CLASSES Sept. Mon 12 - Wed 14.

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  • Define innovation.
  • Understand what innovation is and is not.
  • Compare traditional methods of capturing ideas to more current thinking and approaches.

Innovation Culture

  • Understand barriers to creating a culture of innovation.
  • Understand what innovation culture is.
  • Drive the organization into a culture of innovation.
  • Generate innovations within the culture.
  • Identify the innovation culture within your own organization.


Step 1: Capture the Visions and Ideas

  • Identify the drivers for innovation.
  • Understand how to generate visions and ideas.
  • Identify and record all visions and ideas through various brainstorming techniques.
  • Other techniques.

Step 2: Create the Innovation Team

  • Identify innovation team resources.
  • Create a cross-functional team responsible for exploring and implementing the innovations.
  • Ensure team includes both creative and practical individuals.
  • Consider including those who will be impacted by the innovation (customers).

Step 3: Review and Combine the Innovations

  • Discuss the captured visions and ideas in the innovation team.
  • Brainstorm and expand on these visions and ideas with the team.
  • Understand the process of grouping the visions and ideas.
  • Develop a statement representing each group of visions and ideas.
  • Review and finalize the innovation statements in the innovation team.

Step 4: Identify Benefits of each Innovation

  • Identify benefits of each innovation statement to the organization, department/plant, staff and customers.
  • Quantify the benefits of each innovation statement and related group of innovations.
  • Describe the fit to the organization's strategy and objectives.
  • Estimate the business potential for each innovation statement and related group of innovations.
  • Determine the impact on the customer for each innovation statement and related group of innovations.

Step 5: Overcome Barriers to Innovation

  • Identify the barriers to each innovation group.
  • Recognize the elements that cause barriers.
  • Create ideas to "drive out fear".
  • Use mind-mapping to identify and develop options/solutions to overcome these barriers to the innovations.

Step 6: Prioritize Implementation of Innovations

  • Use various quality tools to prioritize the implementation of the innovations such as multi-voting and priority evaluation.
  • Prioritize the order to implement the innovations.
  • Prioritize order to implement within each innovation.

Step 7: Develop the Business Effectiveness Strategy

  • Identify all of the innovation implementation requirements.
  • Identify the action steps required to ensure the innovations are successfully implemented.
  • Identify the resource requirements.
  • Estimate the time required to implement each innovation.
  • Finalize the cost-benefit analysis of the innovations.

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