„It is not the employer who pays the wages. Employers only handle the money.
It is the customer who pays the wages.“
(Henry Ford)
Service Management is actually
Customer Loyalty Management
Dr. Michael Vigdorowitsch
SERVICE MANAGEMENT
and further
corporate Solutions
SINCE 2002.
Place of residence: Düsseldorf, Germany
STILL MORE VALUE FOR YOU
Заголовок 1
SERVICE DESERT.
Are your customers and contractors amazed at the level of your services? Always positively? Which of you is to correspond to another party's expectations first?
Is there some place for more competition potential here?
Service surrounds us in our daily life: waiter and guests in a restaurant, vendors and specifiers at a deal, intracorporate divisions at a company.
Are personnel trainings, organisational advancements and other means a way to an imminent success? What should one begin with? Are improvements in particular elements without a principal reconstruction possible?
Service-Management is as deep and broad in its coverage as a philosophy, a tool and an interweaving thereof with a company's further management concerns altogether.
The following cornerstones depending on your company's maturity level in Service Management are offered:
Service Anatomy
and the four pillars
Service Philosophy
and perception of customers
Service Development
and approbation
Service and Customer
Support
Service and a company's
effectiveness and team management
Service Measurements
and indicators
Service Finances
and strategic sets of services
Service Mathematics
for advanced and professionals
in a form of
> one-day or extended seminars at your company or outside;
> training courses and programmes possibly with final tests
(exams, thematic project tasks, final theses);
> coaching and audit of your company's service infrastructure;
> support at your solving particular service management problems.
An adaptive content and structure depending on your preferences, first of all the goal-setting, flexible terms and price building. Every participant gets a TEXTBOOK free (in German).
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SOME CLIENTS
EXPERIENCE
LIFE MEDICAL GROUP LTD.,
managing partner
Branche: medical tourism
PROBUSINESSBANK JSC. (acc. to Russian law, Moscow), the parent bank of
FINANCIAL GROUP LIFE.
Head of Department for Intracorporate Service
(Chief Service Officer),
Chairman of the Service Cluster,
Chairman of the Arbitration Committee of the FG.
ANGARA LTD., managing partner
Branche: FMCG (production)
„BANK NOVOPOKROVSKY“ LTD. (acc. to Russian law, Moscow, Krasnodar),
First Vice-President, Member of Board (approved by Russian Central Bank).
Responsibilities: strategic management and supervision over several divisions, incl. Premium Banking, Customer Service, Finances und Treasury, Risk Management, Security und Collection, Marketing, IT, HR.
COLOGNE CAPITAL ASSET ADVISORY AG, Köln
deputy chairman of the supervisory board
Branche: international management consultancy
INSTITUTE FOR LABOUR AND ECONOMIC ANALYSIS JSC. (acc. to Russian law, Moscow) managing partner.
Branche: management consutancy. Domains: labour organisation und productivity, labour norms, remuneration; service management, strategic management; project feasibility studies and business planning; investment- und profitability analysis, cost management
INSTITUTE FOR BUSINESS ADMINISTRATION
of Academy of National Economy at the Government of the Russian Federation, Moscow
Lecturer
Subject: Project Management
RESEARCH CENTRE JÜLICH LTD. (Germany),
research fellow
Branche: mathematical modelling of phys. processes
PROBUSINESS HANDELS UND TOURISMUS LTD, Vienna.
Adviser.
G.R. DERZHAVIN TAMBOV STATE UNIVERSITY, Lecturer.
Subjects: mathematical analysis, theory of functions of a complex variable.
QUALIFICATIONS
Academic records
2001
Doctor Degree
in Physics und Mathematics
Higher Attestation Commission of Russian Federation
Dissertation to specialty "Physical Chemistry", defended at a Doctoral Dissertation Committee at the Institute for Physical Chemistry (Moscow) of Russian Academy of Sciences in 2000.
1996
PhD
in Physics und Mathematics
Higher Attestation Commission of Russian Federation
Dissertation to specialty "Applications of mathematical methods and mathematical modelliing in research", defended at Dissertation Defence Council at Moscow Engineering Physics Institute (Technical University).
1994
Engineer-Physicist (Diploma)
MOSCOW ENGINEERING PHYSICS INSTITUTE (TECHNICAL UNIVERSITY)
Specialty Theoretische Kernphysik, major in Modelling of complex physical experiments at Chair "Applied mathematical physics". Diploma with distinction.
Knowledge and skills enhancements
2012
Service Offerings and Agreements
2008
Success Factor: Quality Culture
2006-2008
Through emotional intelligence
to a leadership
A training programme due International Institute for Management Development Ltd., Training Centre for Leadership, Sales and Communications (Leipzig, Moscow)
2007
Negotiations:
Technology und Dramaturgy. Drastic negotiations
Institute for Group and Family Psychology and Psychotherapy (Moscow)
PUBLICATIONS, MONOGRAPHS, PEOPLE.
Introduction into Complex Analysis
With A.P. Kartashov. Textbook (in Russian). 1997.
Methodical and practical re- commendations to Structured Project Management"
With A.P. Pozdnyakov. In Russian. 2002.
Loyalty management: intracorporate customers.
With A. Demchenko, I. Makarova. Generally edited by D. Dimitriev. In Russian. 2012.
Service. Erfolgreich. Managen.
Monograph (in German). Tectum, 2017.
Scientific papers
Over 50 in national and international journals.
Apprenticeship
Two post-graduates (G.R. Derzhavin Tambov State University) defended their PhD-Theses (natural sciences).