Course Curriculum

  • 1

    Important Reminders Before You Start Your Training

    • Daily Training Limit, Time Zone and Other Reminders

  • 2

    Test Your Knowledge

    • Test Your Knowledge

  • 3

    READING MATERIALS

  • 4

    Chapter 1: Introduction

  • 5

    Chapter 2: Components of Organizational Culture

    • 2.1 Organizational Culture

    • 2.2 Subculture

  • 6

    Chapter 3 : Importance of Organizational Culture

    • Importance of Organizational Culture

  • 7

    Chapter 4: Types of Organizational Culture

    • Types of Organizational Culture

  • 8

    Chapter 5: Culture of Financial Control

    • Culture of Financial Control

  • 9

    Chapter 6: Service Excellence Model/Pyramid

    • Service Excellence Model

    • Service Excellence Pyramid

  • 10

    SECTION REVIEW

    • SECTION REVIEW : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs)

  • 11

    CASE STUDY

    • CASE STUDY 1

    • CASE STUDY 2

  • 12

    EXERCISES

    • EXERCISES: Developing the Culture of Service Excellence of Certified Public Accountants (CPAs) - Part 1

  • 13

    Chapter 7 : Service Excellence

    • 7 Principles of Service Excellence

    • The Culture of Service Excellence

  • 14

    Chapter 8: Budget-Setting Within the Culture of Service Excellence

    • Budget - Setting Options

  • 15

    Chapter 9 : Steps to Developing a Culture Of Service Excellence

    • Designing and Renewing Outstanding Customer Experiences

    • Strategic Dimension

    • Cultural Dimension

    • Innovation Dimension

    • Operational Dimension

  • 16

    Chapter 10 : Organization Maturity

    • Organization Maturity

  • 17

    SECTION REVIEW : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs)

    • SECTION REVIEW : Developing the Culture of Service Excellence of Certified Public Accountants (CPAs)

  • 18

    CASE STUDY

    • CASE STUDY 3

  • 19

    KEY POINTS

    • Key Points

  • 20

    QUIZ

    • Multiple Choice Quiz

  • 21

    Evaluation Form

    • Evaluation Form and Attendance Sheet (as required under PRC Resolution no. 1244 Series of 2020)

Instructor

CPA, CIA, FRIAcc, EnP, REB, REA, MICB

Jeff-Mike Smith Sule

Jeff-Mike Smith Sule is a Fellow of the Royal Institute of Accountants based in Singapore, a Certified Internal Auditor under The Institute of Internal Auditors, a Certified Bookkeeper under The Institute of Certified Bookkeepers based in United Kingdom, and Technical Education and Skills Development Authority (TESDA), and an Accredited Accounting Teacher.  He has four active professional licenses under PRC, to wit, Certified Public Accountant, Real Estate Appraiser, Real Estate Broker, and Environmental Planner. Jeff graduated Magna Cum Laude from Polytechnic University of the Philippines – Manila with a bachelor degree in accountancy. He placed Top 7 in the 2010 CPA Licensure Examination and Top 2  in the 2014 Real Estate Appraiser Licensure Examination. Jeff is currently an internal audit manager at American Data Exchange Company. He also held various management positions in ÆON Credit Service (Philippines), Inc., a Japanese non-bank financing company, namely Internal Control Manager, Portfolio Manager, Control Manager and Internal Audit Manager. Jeff also previously did IT and financial audit at Ernst & Young - Sycip Gorres Velayo and Company (SGV). He was also a faculty member of various educational institutions which include Ateneo de Manila University, De La Salle University, Mapua Institute of Technology, Far Eastern University, Philippine Christian University, Polytechnic University of the Philippines, Manila Integrated Review Schools Corporation, Shield Professionals Review and Training Center, and ExcelCIA Knowledge Institute Inc. He was also an accreditor of the Association of Local Colleges and Universities – Commission on Accreditation (ALCU-COA).Jeff shares his knowledge and expertise as a PICPA lecturer and a national speaker on topics that involve external and internal audit, IT audit, real estate and environmental planning, accounting and taxation, bookkeeping, business process management and organizational transformation.

The culture of service excellence is more than just a business model. It consists of proven strategies for driving world-class employee performance and elevating customer experience from average to extraordinary. How well an organization serves its customers determines its long-term success. 

The culture of service excellence helps organizations win clients in an extremely competitive business environment. The principles of service excellence will lead any organization, small or large, to achieving and sustaining a work environment that will foster superior employee performance that leads to business success.