Towards Continuous Service Improvement

This programme looks at the importance and need for continuous improvement in service delivery. It provides a framework for the adoption of a systematic approach to service improvement planning and implementation for the maintenance of quality service standards.

Key Benefits
At the end of the programme, participants should be able to:
• Understand the need for continuous service improvement
• Design a continuous service improvement action plan
• Implement continuous improvement strategies in service delivery
• Coordinate the team's effort in the planning, executing, monitoring and evaluating of continuous improvements in the service industry

Course Content
• Prepare For Continuous Service Improvement
  - Importance and need for continuous improvement
  - Continuous Service Improvement Framework
  - Identify service areas and set SMART goals
  - Prepare work teams - establish roles, responsibilities and authority

• Implement Action Plan
  - Obtain relevant resources
  - Motivate teams to enhance participation
  - Map and implement a Communication Plan

• Monitor and Evaluate Results
  - Collect and analyse data on results of action plan
  - Evaluate effectiveness and identify performance gaps
  - Communicate results of action plan to relevant personnel

• Address Gaps
  - Determine root cause of performance gaps
  - Allocate and provide resources to take action to address the gaps
  - Implement actions to close gaps 

Learning Methodology
This training programme will incorporate experiential-based activities to enhance understanding and learning. Participants will be engaged in interactive tutorials, role-plays and presentations for development of higher self-awareness and confidence.

Who Should Attend
Supervisors and customer service management staff from various industry sectors.

Course Details

Duration: 2 days (16 hrs)
Time: 9am - 6pm
Course Fee : $342.40 (Incl 7% GST)