Introduction:

This training program is designed to equip professionals with the knowledge and skills needed to implement quality assurance and TQM principles in service-oriented environments. It empowers them to lead quality improvement initiatives with confidence.

Program Objectives:

At the end of this program, participants will be able to:

Understand the principles and practices of quality assurance and TQM in service departments or industry settings.
Develop tailored quality plans and process improvement strategies for service delivery.
Implement customer-centric quality assurance approaches to enhance service quality and satisfaction.
Engage employees in quality improvement efforts and provide effective training and support.
Establish mechanisms for measurement, evaluation, and continuous improvement in service quality.

Targeted Audience:

Service department managers and supervisors.
Industry professionals responsible for service quality assurance and improvement.
Customer service representatives and frontline staff.
Quality assurance personnel transitioning to service-oriented roles.
Organizations seeking to enhance service quality and customer satisfaction.

Program Outline:

Unit 1:

Introduction to Quality Assurance and (TQM) in Service Departments or Industry:

Overview of quality assurance principles and TQM concepts in service departments or industry settings.
Understanding the unique challenges and opportunities for implementing quality practices in service-oriented environments.
Importance of customer satisfaction and service quality in achieving organizational objectives.
Exploring key components of TQM, including leadership commitment, continuous improvement, and employee involvement.
Case studies and examples demonstrating successful implementation of quality assurance and TQM in service sectors or industries.

Unit 2:

Quality Planning and Process Improvement in Service Departments or Industry:

Developing quality plans tailored to service departments or industry-specific processes.
Identifying critical quality factors and performance metrics for service delivery.
Implementing process improvement methodologies such as Lean Six Sigma in service environments.
Conducting service process mapping and analysis to identify inefficiencies and opportunities for improvement.
Establishing mechanisms for feedback and customer input to drive service quality enhancement.

Unit 3:

Customer-Centric Quality Assurance in Service Departments or Industry:

Understanding the role of customer feedback and satisfaction measurement in service quality assurance.
Implementing customer-centric quality assurance strategies, including service level agreements (SLAs) and service quality standards.
Utilizing customer relationship management (CRM) systems to track and manage customer interactions and feedback.
Addressing customer complaints and service failures through effective problem-solving and resolution processes.
Incorporating customer experience management principles into service quality improvement initiatives.

Unit 4:

Employee Engagement and Training for Quality Excellence in Service Departments or Industry:

Engaging employees in quality improvement efforts through training and development programs.
Empowering frontline service staff to identify and address quality issues in real-time.
Implementing recognition and reward systems to incentivize quality performance and innovation.
Providing ongoing training on quality assurance principles, customer service skills, and process improvement techniques.
Fostering a culture of continuous learning and improvement among service department or industry personnel.

Unit 5:

Measurement, Evaluation, and Continuous Improvement in Service Departments or Industry:

Establishing performance metrics and key performance indicators (KPIs) for monitoring service quality.
Conducting regular evaluations and assessments of service department or industry performance against quality standards.
Implementing corrective and preventive actions to address quality gaps and non-conformances.
Leveraging technology and data analytics to drive continuous improvement in service delivery processes.
Developing a framework for sustaining quality assurance and TQM practices in service departments or industry settings.

Implementing TQM in Service Departments

Delegate Information

Company Information

Person Responsible for Training and Development