SERVICES

Organizational Design

Sistema adopts an integrated approach to organizational restructuring and design projects combining the strategic planning process and associated opportunities, performance issues, process improvement opportunities, corporate culture, on hand human resource capabilities and existing organizational policies.

By taking input of all managerial levels, a detailed review of the current situation is performed and the results are used to build a consensus platform with senior management about current improvement opportunities. Brand new strategies, business process and management style changes and organization structure is built on the improvement opportunities identified and confirmed during the as-is findings.

Several services provided by Sistema in line with Organizational Design are:

Process and Quality Management

Process and Quality Management is one of the management techniques that Sistema adopts to improve corporate performance.

Sistema provides auditing, consultancy and training in

Creating an on-line live process improvement and management environment
Setting up or improving a quality system like ISO 9000
Total Quality Management

Call Centre Management

Sistema offers independent and specialized consultancy services in the area of call centres varying from management diagnostics, process design and improvement, design and implementation of performance measurement systems and project management. Together with the prominent market research company Procon Gfk, Sistema also offers various market research and surveys inherent to the call center industry to the Turkish market.

The following are the services offered by Sistema for the call center market in Turkey:

a. Consultancy

b- Call Centre Research

Sistema is a strategic partner with Procon Gfk to deliver market research studies and surveys in the area of call centers to the Turkish market. A number of research studies are provided that mirror the requirements of call centres and shed light to various areas within the call centre industry. The areas where most of the work is carried out are indicated below:

Call Centre Benchmarking
Mystery Caller Surveys (syndicate)
Mystery Caller Surveys (ad-hoc)
Customer Satisfaction Surveys
Call Centre Market Research
Call Centre Response Time Survey
Call Centre Trend & Expectations Research

c- Call Centre Recruitment & Selection

Trough its prominent and credible name, its wide network and in depth databank, Sistema offers targeted and selected recruitment and selection services in the area of call centers. Positions vary from Agent to top-level executives.

Training and Development

The following list is updated in time. Specific training needs are identified and training programmes are custom-tailored to meet customer expectations.

Program Type	Course Name
Marketing/Sales	Basic Marketing Skills
Marketing/Sales	Strategic Marketing Skills
Marketing/Sales	Marketing Planning (Workshop)
Marketing/Sales	Telesales Skills
Marketing/Sales	Effective Selling Skills
Marketing/Sales	Product Management
Customer Care / Call Centre Management	Please refer to page 6
Management Development	Presentation Skills
Management Development	Time Management
Management Development	Trainer Skills
Management Development	Management Techniques
Management Development	Performance Appraisal and Development
Quality, BPR	Process Improvement
Quality, BPR	Project Management
Quality, BPR>	Change Management
Quality, BPR	ISO 9000 Overview
Quality, BPR	ISO 9000 Implementation
Quality, BPR	Business Excellence Models
Quality, BPR	Total Quality Management
Quality, BPR	Value Based Management
Quality, BPR	Activity Based Management
Security/Health	First Aid