Euro Training Limited Training Programs, Workshops and Professional Certifications
...

Domain Specific Job Skills

Updated to Leverage the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
Audio version

GOV785-2

2 Weeks of Process Good & Best Practices

eServices Performance Evaluation & Audit Processes

Building Skills in

  1. eServices KPIs Identification, Target Setting, Measurement, Reporting

  2. SOP Documentation and Control Adequacy

  3. Auditing eServices s for Effectiveness, Efficiency & Target Achievement

  4. eServices Operational Audit, Functional Audit, Special Audits

www.eurotraining.com/bro/gov785-1.php

1 Week Training Programs

Seattle, USA
16-20 Dec 2024
London
30 Dec 2024- 3 Jan 2025
Dubai
6-10 Jan 2025
Kualalumpur
20-24 Jan 2025
Dubai
3-7 Feb 2025
London
17-21 Feb 2025
New York
2-6 March 2025
Seattle, USA
16-20 March 2025
Istanbul
30 March-3 April 2025
New York
13-17 April 2025
Dubai
27 April-1 May 2025
Kualalumpur
11-15 May 2025
London
25-29 May 2025



Useful Links


PDF Link  |  Center Full List  |  SEND EMAIL

What is Covered in this Program

  1. This Process Good & Best Practices Program provides knowhow and skills for Evaluating and auditing the performance of eServices. The objective is to give the participant the competencies to check compliance with objectives of meeting user expectations, adhering to good and best practices, and achieve the desired business goals. This program provides skills to setup a systematic evaluation and audit process that ensures the quality, reliability, and efficiency of the eServices.
  2. This program provides Professional Level Knowledge, Skills, Competencies and Management Processes for Efficient, Effective and Optimized Operational Auditing of Facilities. This program will also cover eServices Functional Audits and Special Audits.
  3. Participant will learn about the Good and Best Practices for Audit Processes including Defining Objectives, Data Collection, User Experience Evaluation, Technical Performance Evaluation, Security Audit, Analysis and Reporting, Stakeholder Communications, Making Improvements, Monitoring the Systems and Creating the Performance Reports and Insights.
  4. Participant will also learn about some Best Practices in eServices Performance and Operational Audit as Obtained from Benchmarking with Leading Global eService Providers. Participant will gain a Multi Discipline, Multi Stakeholder Viewpoint based Operational Audit understanding enabling him to Identify and Propose Improvement Recommendations that have a very high probability of acceptance by the Auditee and Management.
  5. Performance Evaluation and Audit will be conducted against the Subscribed Industry Standards, Organizational Policy, Auditee Strategic Objectives, Operational Strategies and Plans, Operational Targets, Standard Operating Procedures, Work Controls, Good Practices, Best Practices, benchmarking with leading organizations worldwide. The tools used will include Analytical Tools, Performance Monitoring Tools, Security Tools and Usability Enhancement Tools.
  6. Participant Auditor will also understand eServices Data Analytic System that provides the Decision Makers adequate timely interpretation of eServices Operational Data, and relevant data of external origin, for Timely Proactive Management Decisions and Intervention.

Who Should Attend

  1. This program is intended for eServices Performance Evaluation and Operational Audit Professionals, Managers, Auditors and other eServices Professionals and Consultants.
  2. This program is also designed for Professionals and Teams assigned responsibility for Identifying and Implementing Improvements in eServices including New Technologies, Data Analytic and Artificial Intelligence Solutions for Audit, Performance Reporting, Suggestion Systems, and Decision Support Dashboards...

Program Content & Modules

eServices Performance Evaluation & Audit Processes


  1. Business Aspects of eServices
  2. Strategic Aspects of eServices Business
  3. eServices Technologies
  4. eServices Key Processes

    (1) Planning

    (2) Coordination with Stakeholders

    (3) Contractual Commitments & Service Level Agreements

    (4) eService Operational Management

    (5) eService Monitoring & Reporting

    (6) Feedback & Improvement

    (7) Sustainability

    (8) Data Protection

    (9) Security of eService Infrastructure

    (10) Redundancy & Reliability

    (11) Fulfillment & Supply Chain

    (12) Regulatory Compliance

    (13) eService Unit Human Resource Management

    (14) Contracting & Outsourcing.
  5. Key Success Factors for each Key eServices Process
  6. eServices Stakeholders
  7. Needs and Expectations of eServices Customers and Stakeholders
  8. Ideas for Exceeding Customer Expectations
  9. Understanding Key Performance Indicators (KPIs)
  10. Understanding User Experience (UX) Metrics
  11. Usability Calculation Process
  12. Accessibility Calculation Process
  13. Understanding Response Time
  14. User Satisfaction Calculation Process
  15. Understanding Operational Metrics
  16. Uptime Calculation Process
  17. Transaction Volume Calculation Process
  18. Error Rate Calculation Process
  19. Understanding Financial Metrics
  20. Cost Efficiency Calculation Process
  21. Revenue Generation Calculation Process
  22. Understanding Technical Metrics
  23. System Performance Calculation Process
  24. Scalability Calculation Process
  25. Security Calculation Process
  26. Evaluation Techniques Calculation Process
  27. Understanding User Surveys and Feedback
  28. Understanding Customer Satisfaction Surveys (CSAT)
  29. Net Promoter Score (NPS) Calculation Process
  30. Understanding Usage Analytics
  31. Web Analytics Tools Calculation Process
  32. Heatmaps Calculation Process
  33. Understanding Performance Monitoring Tools
  34. Application Performance Monitoring (APM) Calculation Process
  35. Real User Monitoring (RUM) Calculation Process
  36. Understanding Load Testing
  37. Simulated Traffic Calculation Process
  38. Stress Testing Calculation Process
  39. Understanding Security Assessments
  40. Penetration Testing Calculation Process
  41. Vulnerability Scanning Calculation Process
  42. Understanding eServices Audit Processes
  43. Audit Objectives Process
  44. Understanding Compliance
  45. Ensuring adherence to regulatory requirements (e.g., GDPR, HIPAA) Process
  46. Compliance with internal policies and standards Process
  47. Understanding Risk Management
  48. Identifying and mitigating potential risks Process
  49. Assessing the effectiveness of existing controls Process
  50. Understanding Operational Efficiency
  51. Evaluating the efficiency and effectiveness of processes Process
  52. Identifying areas for improvement Process
  53. Understanding Data Integrity
  54. Ensuring accuracy, consistency, and reliability of data Process
  55. Understanding Security
  56. Assessing the adequacy of security measures Process
  57. Identifying potential vulnerabilities and threats Process
  58. Understanding Audit Process Steps
  59. Understanding Planning Process
  60. Defining Scope and Objectives Process
  61. Resource Allocation Process
  62. Risk Assessment Process
  63. Understanding Data Collection
  64. Documentation Review Process
  65. Interviews and Surveys Process
  66. System Logs and Reports Process
  67. Understanding Testing and Evaluation
  68. Control Testing Process
  69. Performance Testing Process
  70. Security Testing Process
  71. Understanding Analysis and Reporting
  72. Findings Analysis Process
  73. Report Preparation Process
  74. Stakeholder Review Process
  75. Understanding Follow-up
  76. Action Plan Monitoring Process
  77. Understanding Re-audit Process
  78. Understanding Audit Tools and Techniques
  79. Understanding Automated Audit Tools
  80. Security Information and Event Management (SIEM) Process
  81. Compliance Management Software Process
  82. Understanding Manual Techniques
  83. Interviews Process
  84. Document Review Process
  85. Understanding Analytical Procedures
  86. Trend Analysis Process
  87. Ratio Analysis Process
  88. Understanding Observation
  89. On-site Inspections Process
  90. Process Walkthroughs Process
  91. Best Practices for eServices Performance Evaluation and Audit
  92. Understanding Regular Monitoring
  93. Continuous Performance Monitoring Process
  94. Scheduled Audits Process
  95. Understanding Stakeholder Engagement
  96. Inclusive Planning Process
  97. Transparent Reporting Process
  98. Understanding Continuous Improvement
  99. Feedback Loops Process
  100. Training and Awareness Process
  101. Understanding Technology Utilization
  102. Leveraging Advanced Tools Process
  103. Data Analytics Process
  104. Methodology for eServices Performance Measurement against Key Performance Indicators (KPIs) derived from

    (1) Organizational Policies

    (2)Operational Targets

    (3)Customer Focus Objectives

    (4)Strategic Objectives

    (5) eServices Standard Operating Procedures

    (6) eServices Learning

    (7)Improvements

    (8) Performance Trends

    (9)Leadership Displayed.
  105. Organizations Operational Audit Scope Checklists arising from

    (1) Industry and Subscribed Standards

    (2) Organizational Policy

    (3) Auditee Strategic Objectives

    (4) Operational Strategies and Plans

    (5) Operational Targets

    (6) Standard Operating Procedures

    (7) Work Controls

    (8) Good and Best Practices

    (8) Benchmarking with Industry Leaders.
  106. Good and Best Practices for eServices Audit Processes

    (1) Risk Based Auditing

    (2) Setting Audit Priorities

    (3) Audit Preparation

    (4) Pre-Audit Activities

    (5) Audit Plans and Checklists

    (6) Audit Procedure

    (7) Audit Cooperation and Coordination

    (8) Resolving Audit Problems

    (9) Taking Auditee Inputs

    (10) Reconfirmation of Key Facts

    (11) Investigative Audit Activities

    (12) Following-up of Information Leads

    (13) Resolving Observed Problems with Auditees

    (14) Closing Audit Presentation

    (15) Draft Audit Report

    (16) Consultations and Further Investigations

    (17) Final Audit Report

    (18) Management Buy-in

    (19) Implementing Recommendations

    (20) Improvements Confirmation Audit.
  107. Advanced Professional Level Insights into eServices Audit & Performance Evaluation Processes & Decisions
  108. Developing eServices & Facilities Operational Audit QA & QC Plan
  109. Workshop 1 & 2
  110. Auditing for Learning & Training of eServices Staff
  111. Auditing eServices Process Documentation
  112. Program Recommendations
  113. Detailed Personalized eServices Audit & Performance Evaluation Improvement Action Plan

1 Week Training Program

Outcomes & Takeaways

Outcomes and Takeaways Overview
  1. Knowhow and Technology Transfer to the Participants. Building relevant Understanding, Competencies & Process Knowledge.
  2. Multi-discipline understanding of Program Topics.
    Means that post program when participant takes decisions, related to his work, participant will automatically and subconsciously consider and take into account (as applicable) Internal & External Customer Needs and Expectations, Operational & Strategic Objectives, Regulatory Aspects, Industry Standards, Technology Options, Understand Helpful Modern Tools and Methods, Understand Risks, Actions for Increasing Productivity, Legal & Contractual Aspects, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities, Key Performance Indicators, Meaningful Performance Evaluation System, and, Data Analytic Opportunities.
    This type of understanding and habit otherwise develops after years of rich and diverse work experience. (few get this opportunity)
  3. Knowledge Framework outline which will enable the participant to understand and learn the right lessons from his own past, present and future on-the-job experience.
  4. Training that will empower the participant to identify, support and implement improvements in his work area, team, section, department, and organization.
This 1 Week Training Program participant will typically take away...
  1. Program related knowhow, skills, competencies and process knowledge.
    This program will use case studies and benchmarked Good and Best Practices to enhance participant understanding and competencies.
  2. Domain Knowledge and process knowledge.
    The participant will become empowered and should become more Productive, Effective, Efficient, Customer Focused and Strategic Focused.
    At the end of the program, the Participant will prepare a Customized Outline Action Plan which will serve as the roadmap to implement some key improvements in his work area.

Benefits to the Organization Sponsoring Participants to this program

(Benefits made possible by Euro Training's unique, multidiscipline, customer focused, strategic focused, easy to understand and apply training methodology that relies on Industry Good and Best Benchmarked Practices)

  • Euro Training programs are different. They develop practical Job Skills.
    This program is designed to make the participant aware of the domain processes, multi-discipline skills and competencies related to his job responsibilities.
    Each program is customized and made useful for the particular participant group, our target is 90%+ topics directly applicable to the work today or in future.
    Benefits you may see in participant post program...
    • Inclination to Recognize his stakeholders, and their needs & expectations. He will also get understanding of how to analyze to find ways to exceed customer expectations and delight the customers.
    • High level Job skills & competencies
    • Taking Initiative to Propose Improvements in Work Responsibility Area.
  • Further, this program will Build Multi-Discipline Understanding, Skills and Competencies including (as relevant)...
    • Increased Technical and Process Knowhow
    • Awareness to the Need to align performance to the Needs and Expectations of Stakeholders/ Customers (internal & external)
    • Awareness of the Need to Align performance to Organizational Operational and Strategic Objectives.
    • Understanding Domain Good Management Practices, and, Awareness to meet Requirements and Recommendations of the Relevant Industry and Professional Standards.
    • Awareness to consider for possible application the Best Benchmarked Domain Practices that can assist making Dramatic Process Improvements.
  • Type of improvements the participant will be trained to analyze and implement include (as relevant) Productivity Improvements, Product and Service Differentiation and Exceeding Stakeholder & Customer Expectations.
  • Euro Training Instructors often act as mentors for participants (solely subject to instructor approval). Your participants can utilize this free service to ensure effective post program reinforcement and help when applying the ideas, skills and competencies acquired during the training.

Participant Individual Career Benefits

  1. First, and most important benefit, is the positive self-esteem that will come from being able to do your work right first time and meet internal and external customer expectations.
  2. Second, the Program developed Understanding, Skills & Competencies will help you successfully present your professional and Team skills at Job Interviews and Internal Performance Evaluation Reviews.
  3. You gain a clear direction for analyzing, proposing and implementing improvements in his work area.
    The outline action plan you prepare and take away after the program will help you take improvement initiatives and make a positive difference in your performance on the job, team, business unit or organization. This difference after implementation and when added to your resume will make you a prime candidate for career advancement in your own organization or in your next job.
  4. Post program when you take decisions related to your work processes you will automatically consider (as applicable): Internal & External Customer Needs and Expectations, Technology Options, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increasing Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and possibly more multi-discipline aspects).

Registration Form

Fields marked with * are mandatory


Optional Fields


Registration & Fee Information

  1. Fee information is also available at:   PROGRAM-FEE-PAGE   Special Discounts May be Available Please email scholarships@eurotraining.com.
  2. To register please send us an official letter confirming registration (on organizational letterhead), or, send us a completed registration form above. GET MSWORD REGISTRATION FORM .
  3. Fees are Payable by Bank Transfer or Bank Draft.
    • Program Fee for 1 Week (5 day/30 hrs) Training Program is:

      (1) At Dubai, Kuwait, New Delhi, Qatar £4,315 (USD $5,500) per participant.

      (2) At London, US Locations, Europe, Malaysia, Singapore £4,747 (USD $6,050) per participant.

      (3) If Attending Online Training Fee is £2,000 (USD $2,500) per participant.
    Fee includes Course Materials, Certificate, Refreshments and Lunch (classroom programs).
  4. Accommodation is not included in Program fee. Special rates may be available at venue hotel for participants.
  5. A Special discount of 10% is offered for participants who pay their fees at least 45 days before start of the program.
  6. Cancellation & Date Change: No Fee Refund if participant cancels his registration less than 3 weeks before start of the program. Alternate nominations may be allowed if requested atleast 2 weeks before program start. In case of exceptional hardship or emergency participant may be allowed to attend same program at another location or date on payment of 10% of fee.
  7. All participants are required to fill in Participant Information Form and Program Related Questionnaire - on first day of the program.
  8. Each program Undergoes Customization to Better Meet Participant Present and Future Job and Career Needs. Please be prepared to let the Instructor/s know about your organization's Special Needs, Interests or Initiatives.
  9. It is always useful for participants to bring their existing problems or case studies, work-process flow charts or job related problems for discussion - consideration will be at sole discretion of the program director/s.
  10. Provisional Registration : You can make a provisional registration request by sending us an email using an official email account. Provisionsl registration request, when confirmed by Euro Training, will reserve a seat for you for 14 days. After our Confirmation you have 2 weeks to send us an official registration request. Provisional registration is automatically cancelled at the earlier of (1) 2 weeks after Provisional Registration Confirmation if registration is not reconfirmed from your side (2) Two weeks before start of the program. We do request you to inform us ASAP you have decided either way.

CLICK FOR REGISTRATION INFORMATION AND FORM


CLICK FOR PROGRAM OUTCOMES


Click to Forward this webpage to a Colleague by Email