Key Performance Indicators takes a practical approach. The course looks at how to use KPIs to convey results which show the degree to which main bottom line objectives are being met; to provide incisive knowledge allowing corrective action to be devised thereby facilitating results; and to motivate people so that they are proactive and innovative in improving, not just operating, a process. If the right KPIs are used correctly it is an “all round win” for front line people, management and owners. Read more or download course brochure



Change is a fact of organisational life, an unavoidable “norm” everyone has to deal with. Yet deciding what changes to make, winning support for new initiatives and delivering on expectations are still major managerial challenges. In a world where customers, clients and competitors all face uncertain futures, how can you positively impact the future of your own organisation? Managing Change and Transformation helps learners to understand how to build a change-ready culture that can make smart decisions and successfully implement innovative ideas. They’ll consider their personal reaction to change, evaluate the organisation’s attitude to innovation and learning, identify barriers to transforming the organisation and explore approaches to overcome them. Managing Change and Transformation is part of our Issues and Debates suite of learning. Issues and Debates courses stimulate intelligent dialogue and debate and provide a valuable and evolving resource of professional knowledge and experience. These courses are topical, practical and highly relevant to today’s changing market. Each module is split into two activities: Understanding the issues and putting it into practice. The first encourages you to think about a topic, drawing on your own professional experience and knowledge. The second helps you to put ideas and/or theories into practice as part of your day-to-day work. Read more or download course brochure



This course is aimed at achieving the following learning objectives:-



In view of the very tough and highly competitive business environment in which Nigerian Banks operate, licensed financial institutions are compelled to craft business survival strategies through the offering of cutting-edge products and services with the aim of making profit and while delighting their customers. Unfortunately, these product and service offerings have not only delighted some customers excellently well on one side but on the other, have attracted a large number of complaints ranging from poor service delivery or failure to ethical issues which has necessitated the need for an arbiter to adjudicate on the complaints in order to resolve them amicably. The programme is targeted at regulators and staff of institutions who are responsible for new product/service development, customer service and complaints resolution, legal, compliance, etc. departments. The regulator is an independent statutory body, set up to represent the interests of consumers in the development of policy for the regulation of financial services. It is important that officers in-charge understand the process of product and service development as well as the role of the regulator as an umpire with a view to ensuring compliance with service level terms and conditions within regulatory guidelines. Read more or download course brochure