Stratagem Training » Quality & Customer Focus Workshop

Quality & Customer Focus Workshop - Synopsis

MAJOR OBJECTIVE

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.

COURSE CONTENT

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

TRAINING METHODOLOGY

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

Course duration is two days. Presented in-company. Further programmes can be conducted by licenced instructors on a modular basis.

FOR WHOM INTENDED

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.