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Managing process efficiency at SSC/BPO

Practical workshop

Managing process efficiency at Business Service Centers (BSC) is currently the most important challenge for the SSC/BPO sector managers. Client expectations, market dynamics and managing fast changing teams are the key factors which have impact on operational efficiency of SSCs.
We invite you to participate in intensive workshops which are the practical „must-have” of every SSC sector manager. We will help you systemize your knowledge and show how to use productive tools to manage operational processes at Business Service Center.

  • For whom?
  • Objectives and advantages
  • Programme
  • Date and location
  • Price
  • Contact
  • Download course programme in PDF

For whom?

The addressees of this training are:
  • Chief Operating Officers and Chief Executive Officers of the SSC/GBS/BPO sector
  • Managers, principals and leaders responsible for managing teams at Business Service Centres
For more information please download the broshure in PDF.

Objectives and advantages

As a Participant you will learn:

  • how to efficiently map processes in SSC/BPO and avoid most common mistakes and errors
  • the tools that will help you make optimal design of the Continuous Improvement system at your  Business Service Center
  • use appropriate performance metrics to control operational processes at SSCs
  • how to link the model of services realized by SSC and expected efficiency


  • Day 1
    • Process mapping at SSC/BPO
    • Process metering at SSC/BPO
    • Process improvement
  • Day 2
    • Models of service realization at Shared Service Centers – managing the efficiency of  delivered services
    • Customer Experience Management – building and monitoring of SSC client experience and managing client relations

For more information please download the broshure in PDF.

Date and location

New date will be announced

The training can also be organized as a closed session (closed formula) at individual request of your organization - you are welcome to contact us.

Price 1850.00 PLN (+ 23% VAT)
E-mail the Course Co-ordinator


The course co-ordinator:

Monika Kacprzykowska

Mobile +48 789 407 575