MSPA WORKSHOP | 18 March 2026 | Prague, Czech Republic
We are pleased to announce that due popular demand, we have scheduled a new Operational Excellence Workshop! This is a not to be missed chance for you and your colleagues!
Make your registration before January 18th, 2026 - €50 Early Bird Discount!
Space is limited and we already have expressions of interest from many people so we invite you to apply by clicking here or the button above.
Defining the Future
Operational Excellence in Mystery Shopping
When will we meet?
Wednesday 18th March, 2026 in Prague, Czech Republic. The venue/hotel of the workshop will be announced and shared with all delegates after the workshop is confirmed.
Who should attend?
Our March Workshop is aimed at the first 20 Professionals working in Operational Delivery roles in MSPA member companies. Don’t miss out! This is a great opportunity for your operations team!
Why Attend?
This workshop is intended to defining the future of Operational Excellence in Mystery Shopping.
An Agenda with a common thread from setting KPIs during onboarding, managing the programme to deliver accurate data on time, turn data into insight and insight into action (with a word on AI), and finally proving ROI to help you and the client be more prosperous.
- Right first time, on time - Project-manage time, resource and change in an effective way. Resolving conflicts and delivering success.
- Gain actionable strategies to optimise workflows, boost data quality, and manage teams effectively.
- Explore cutting-edge tools and techniques for delivering operational success.
- Collaborate with experienced professionals and exchange valuable insights.
- ....and plenty of time for interactive discussions.
Let’s work together to set the benchmark for Operational Excellence in our industry. Designed to look at advances in Operational Excellence, based on the MSPA Europe/Africa Guidelines, market best practices, our trainers experience and the use of the latest techniques and technologies, we will be creating a space for sharing ideas to create effective solutions.
Who are your trainers?
This event brings together 5 seasoned professionals in the mystery shopping and customer experience industry, all of them with international experience and deeply involved with MSPA for many years.
The event will be opened by Vaclav Šojdel, he will hand over to Stefaan Vandroogenbroeck, Gabriela Šojdelová, Kerli Zeiger-Soossar and Monica Luciani from the MSPA EA Board, who will bring their special energy and insight to the event.
Fee?
To join the workshop, we ask a fee of € 425, reduced to € 375 for all those that confirm by 18th January 2026 (€50 Early Bird Discount).
The fee will include a full day of interaction and interesting sessions. Refreshments, lunches on the day are included within the fee.
Confirm you place and register today!
Check the REGISTRATION BUTTON above or click here to start your registration!
Feedback from participants who already joined previous MSPA workshops and masterclasses...
Programme
Tuesday March 17th, 2026
19:00 - 21:30 hrs - Informal Networking Dinner (optional) for delegates, hosts and trainers
Wednesday March 18th, 2026
09.00 hrs | Welcome
- Welcome, introduction facilitators and workshop’s purpose: Learning from Each Other, Defining the Future of Operational Excellence in Mystery Shopping.
09.20 hrs | Introduction Exercise - 'Our Industry through (y)our Eyes' | by Monica Luciani and Stefaan Vandroogenbroeck
- Operational Excellence in Mystery Shopping.
10.00 hrs | Making the Difference in the Four Pillars
- Identifying the four pillars of Operational Excellence: Efficiency – Accuracy – Scalability – Agility.
- Which pillar is currently your best quality? Which one needs the most attention?
- Whenever applicable, relevant and cost-effective, the group will share insights on how AI can add value and / or optimise your company operations.
10.45 hrs | Coffee Break
11.00 hrs | Right First Time, On Time
- Project-manage time, resources, and change effectively.
- Balance the triple constraint: scope, time, and cost.
- Plan → monitor & control to stay on schedule; use realistic estimates.
- Run change management: identify/approve changes and communicate with stakeholders; remain flexible.
- Deliver “Right first time, on time”: focus on quality from the start and deadlines; collaborate, track, and use simple modern tools.
12.30 hrs | Lunch
13.30 hrs | From pillars to practice: Shaping Operational Excellence together
- Translation into daily Operational Excellence in our industry.
- Brainstorm, sharing, consolidation, key insights.
- Discussion on new opportunities such as: AI and automation, The human touch in a digital world, Surprising clients and partners, Delivering added value, Balancing quality and quantity, ...
14.40 hrs | Coffee Break
14:55 hrs | Team Management & Metrics for Success
- Effective communication for remote and hybrid teams (shoppers, reviewers, coordinators).
- Motivation and retention of shoppers
- Identifying and tracking operational KPIs.
- Benchmarking and continuous improvement.
- Client satisfaction as a key operational metric.
16:20 hrs | Wrap-Up & Final Reflections
This is a not to be missed chance for you and your colleagues!
How To Register
- Please use the REGISTER button above to start your registration or click here.
- Price is 425 Euros - the fee includes scheduled sessions on March 18th 2026 as well as refreshment breaks and lunch. Excluding VAT, transportation and accommodation are not covered.
- A pre-dinner is organized for trainers and delegates on Wednesday March 17th for those who arrive early, for Euro 65,- including a set three course menu, 2 drinks and coffee/tea.
An invoice, including an online payment possibility to pay by credit card, will be sent to you by email after receipt of your registration and when the workshop is officially confirmed by MSPA Europe/Africa - latest last week of February 2026.
Booking & Cancellation conditions
