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overview Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor

Objectives • Present practical guidance for undertaking reviews by highlighting the key issues • Provide the basis of audit programmes to be used when auditors return to base • Analyse a number of areas of good practice against which public sector organisations should provide evidence of control assurance in procurement • Impart ideas on how auditors can evidence the degree

Project Management for NON-PROJECT managers   overview The Project Management Skills for Non-Project Managers course teaches the key project management concepts to the professionals who are not project managers by job role but are required to undertake a project for their organization. The course assumes that the candidates have a closely related job to project management and

Archival Management and Documentation   overview Document archiving refers to the process of placing documents in storage that need to be kept but are no longer in regular use. Archiving often refers to storing physical documents, but it can be used to refer to storing data as well. As more businesses use a paperless model, data archiving

OverviewInfluencing policy processes requires  a thorough understanding of the complex context within which policies are produced. Key dimensions of this context include: (i) the socio-economic situation, (ii) the  policy and political environment; (iii) major stakeholders; and (iv) the international policy agenda. Implications of these dimensions on the way the policy process should be managed and on

overview In today’s competitive business world firms are under unprecedented pressure to deliver value to their shareholders and other key stakeholders. Senior executives in all parts of the organisation are finding that they need some degree of financial know how to cope with the responsibility placed on them as business managers and key decision-makers; monitoring and improving


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