Essentials - Customer Service - Quality In Practice

Course Description

Learn how to create your own Quality Action Plan comprising: a precise statement of your customers’ requirements; a step by step plan for improving quality, i.e. satisfying those requirements; a method for measuring performance and conformance to the plan. This course will help ensure that your Quality Action Plan will become invaluable for improving quality in your organization.

Learning Objectives

Participants will acquire the knowledge and skills to:

• Define key concepts
• Refute some myths surrounding quality
• Relate quality issues to your own work experience
• Understand what's required for a successful quality initiative
• Use a systematic approach for improving quality in your immediate area of work 
• Define some typical quality pitfalls

Course Contents

• Quality Matters
• Identify Requirements
• Satisfy Requirements
• Conform and Improve
• The Future

Course Duration

90-120 minutes