Inside ASI-AP

The local management team (with the exception of Colin who will be completing the course on a separate schedule due to his US commitments) started this week on our second module of our 4 module Graduate Certificate in Management course at AIM. We spent yesterday and today down at AIM, and go back again next month for another 2 days onsite.

The second module is Managing Operational Improvement. The topics we covered this week were:

- Global revolutions - the context for change
- Customer focus and satisfaction
- Performance measurement and variation
- Business excellence and quality frameworks (including ISO)

The premise of the module is that Australian organisations must change; they must accept the global challenge to become world competitive. The unit introduces contemporary management theories which must be applied across organisations to obtain the highest value for customers (stakeholders) at the lowest possible costs, while making the fullest use of organisational resources.

I enjoyed these couple of days. We used real examples of things we do at ASI for the daily exercises - including customer listening techniques, training processes and tech support processes.

I created a set of wiki pages to try and capture some of the important summary points and to provide some collaborative pages for completing our group assignments (the first one is due mid-July).