Improving Quality of Service Workshop

Overview

The course has the following themes flowing through it:

Focus on the three key elements of service excellence - the service, the people, and the processes.
Training in the use of simple but powerful diagnostics for identifying the service delivery strengths and weaknesses and opportunities for improvement.
Experience of assessing real life service delivery experiences.
Use of those approaches on delegates' real service delivery situations.
Bringing them together to form a service improvement strategy and plan.

Example Programme

Aims & Objectives

The course aims to introduce managers to the key skills and approaches to improving quality of service. By the end of the course, the participants will be able to :

Recognise service strengths and weaknesses and how good and poor service arises.
Understand and employ best practice approaches to service improvement.
Be more effective in managing a service delivery organisation.

Day 1

0930 Introduction to course

Group Exercise - Good and poor service - how do they arise?

1100 What is Your Service?

Diagnosis - Work in groups on the difference between what suppliers perceive as their service, and what the customer perceive them to be. Core and peripheral elements.

1330 Moments of Truth

Introduction to the Journey of the Customer evaluation.
Work in groups on mapping the journey of the customer for delegates services and identifying the "Hot-Spots".
Customer research - various approaches. Syndicate Work.

1600 Voyage of Discovery

Group work on auditing customer service - visiting real service providers in locality and assessing their service delivery strengths and weaknesses.

1700 Close

Day 2

0930 The Service Delivery System

Introduction to the key elements of service delivery - service access, facilities, procedures and organisation.
Group exercise based around video case history.
Process Improvement Techniques
Group Work on a group members service delivery systems.

1330 Service People - Customers & Staff

Developing service orientated people, organisation and climate

1600 Formulating a Service Strategy & Action Plan

Small group work on developing a service improvement plan for each delegates own situation.