Quality Service Delivery Workshop

Result-oriented organizations strive to grow and profit through superior service delivery.  This value orientation has been intensified by rapid technological advancement, increased competition and higher expectations of stakeholders.  You cannot deliver quality always and consistently without making deliberate effort to do so.  Organizations put in place specific measures to achieve quality.  They have quality units, teams and cycles to sensitize on quality, collect samples or data on quality, give feedback and advise on quality.

This workshop is designed to equip participants with the requisite skills and knowledge to audit, review and upgrade the quality of their service delivery.

Learning Objectives

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

• Evaluate their organization’s service delivery.
• Review quality assurance measures in their organizations
• Develop customer-driven strategies.
• Integrate strategies and actions
• Recommend measures to change staff behavior positively on service delivery.

Content

• Quality Service Delivery: An Overview
• The Service Triangle in Quality Service Delivery
• Developing Value Orientation in Quality Service
• Responsibilities of Stakeholders in Service Delivery
• Strategies for Delivering Quality Service
• Customers Profiling and Engagement
• Communication in Quality Service Delivery
• Relationship Management
• Quality Performance Indicators
• Service Delivery Audit and Evaluation
• The Role of ICT in Service Delivery

Delivery Method

Lecture, discussion, syndicate work, case study and exercises. Audio-visual aids will also be used to reinforce these learning methods.

Target Group

Trainers, Training Managers and Administrators and Human Resource Managers.

Mode of Assessment for Certification

100 per cent attendance/active participation.