Course outline – This course is recommended for groups that have completed Course I


  • Establishing Service Standards: How do we go about creating service standards? What is the appropriate standard we should have? How can we deliver luxury standards to meet customers’ expectations and encourage them to become loyal customers?
  • Human Performance Problems and their Solution: This module studies the framework of Dr. Geary A. Rummler by highlighting performance-related problems and serves as a trouble-shooting guide for managers.
  • Problem solving: What can you learn from your case study? What are your challenges? How can you overcome these challenges?


Training Methodology:

  • Workshop
  • Table discussion and working as a group to create innovative ideas
  • Group activities

Course duration:  6 hours

Medium of instruction:   Thai

Participants: Minimum 20 persons per course

Venue:  Mandarin Oriental, Bangkok

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