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Quality & Customer Focus Workshop - Synopsis

The programme aims at achieving the following:
  • To give delegates a thorough understanding of quality as a strategic business tool, which will reduce costs and increase sales.
  • To differentiate between product and service quality throughout the relationship with the customer.
  • To create awareness amongst the delegates of how their business is perceived by the customer.
  • To focus the delegates on processes that produce the product or service for their customer, either internal or eternal.
  • To help delegates to create quality in the workplace through customer focused teamwork.
Module A: Quality Defined
The Meaning of Quality
Technical vs. Perceived Quality
The Moving Target of Quality
Module B: The Service Experience
The Total Transaction
Moments of Truth
The Cycle of Service
Module C: The Chain of Quality
The Dual Role of Every Employee
The Process Model of Work
The Customer Focused Organization
Module D: The Costs and Benefits of Quality
Failure Costs
What About Me?
Quality and the Bottom Line
Module E: How to Create Quality
Prevention Activities
Continuous Improvement
The programme is driven by slides in Powerpoint, replicated in comprehension delegate workbooks. The workshops are facilitated in a non-threatening team environment. Etensive use is made of vivid analogy and company specific case studies to enhance the learning experience.
A post-course application project is part of the learning process, where delegates transfer their learning to the workplace by removing barriers to quality and focusing on the creation of quality.
Course duration is two days. Presented in-company. Further programmes can be conducted by licenced instructors on a modular basis.
Management, supervisory and team leader staff who are involved in, or responsible for, improving organisational or departmental performance through higher levels of internal and external customer service.