This program focuses on enhancing the capacity of senior managers to design, implement, and sustain customer service excellence strategies. Participants will explore modern customer service frameworks, service delivery innovation, leadership in service transformation, and performance measurement systems. The course blends theory with practical case studies drawn from both local and global contexts, ensuring relevance to Kenya’s development agenda and public service reforms. It also addresses emerging trends such as digital service delivery, citizen engagement, and continuous improvement in service standards.
About the Course
Aim of the Course
The program aims to strengthen the leadership capacity of senior managers to champion, institutionalize, and sustain customer service excellence in their organizations, thereby improving service delivery outcomes and stakeholder satisfaction.
Target Audience
This program is intended for: Senior managers and executives in the Public Service Directors, Heads of Departments, and Division Leaders Senior managers in Private Sector organizations Leaders and program managers in Non-Governmental Organizations (NGOs) Policy makers and strategic decision-makers responsible for service delivery
Learning Outcomes
- The program outcome of the Senior Management Course (SMC) at the Kenya School of Government (KSG) is to equip participants with enhanced leadership, strategic management, and decision-making skills, enabling them to effectively lead teams, improve organizational performance, and uphold good governance in public and private sector institutions.
Mode of Delivery
Available delivery modes across campuses:
Duration: 20 Days
Campuses
Select your preferred campus to view schedules and apply:
Admission Criteria
To qualify for admission, applicants should: Be in a senior management or leadership position Hold at least a bachelor’s degree from a recognized institution (or equivalent professional qualification) Have a minimum of 5–10 years of relevant work experience, with at least 3 years in a managerial role Be nominated by their organization or demonstrate capacity to influence organizational strategy Meet any additional requirements as may be specified by the Kenya School of Government
Language of Instruction: English
