Certified Service Quality Manager

Service Quality Basics

• What is Service
• Service vs Goods
• Service Characteristics
• Service Sector Growth
• Quality
• Service Quality
• Service Quality Elements
• Service Quality Types
• Service Quality Determinants
• Service Life Cycle
• Service Economy
• The Customer

Total Quality Management

• Introduction
• TQM and Quality
• Customers and Suppliers
• The Quality Gurus

Service Quality

• Defining Service Quality
• Service and Product Quality
• Dimensions and Attributes of Service Quality
• Service-Profit Chain
• Service Guarantees
• ROQ Analysis Consists of Five Steps
• Quality Management

History of Quality Movement

• Continuous Improvement
• Quality Concepts
• Principles
• Customer Expectations

Quality Management Tools

• Base Lining
• Benchmarking
• TQM
• PDCA
• Six Sigma
• Cause-and-Effect Diagram

Certified Service Quality Manager

• CPM/PERT Chart
• Control Charts

Quality Standards

• ISO standards
• CMMi

Assessment and Measurement

• Assessment
• Service Quality Assessment
• Measuring the Service Quality
• Service Quality & Customer Satisfaction
• Quality Metrics
• Service Loyalty
• Service Quality Models
• SERVQUAL

Customer Relationship Management

• The Concept of Customer Relationship Management (CRM)
• Why is CRM Important?
• Implementing CRM: An Overview
• eCRM – What’s Different?
• Understanding the Power of CRM
• Benefits and Pitfalls
• Lifetime Value and Customer Profitability Analysis

Lifetime Value

• Customer Profitability Analysis
• Service Excellence

What is Service Excellence?

• Employee Empowerment
• Global Best Practices In Service Excellence

The Malcolm Baldrige Quality Award

• What are the Criteria?
• The Ritz-Carlton Leadership System
• The Baldrige Award and Ritz Carlton: A Case Study
• Human Resource Focus
• Quality Selection Process - QSP
• Process Management
• Business Results

European Foundation For Quality Anagement

• The Fundamental Concepts of Excellence Results Orientation

Certified Service Quality Manager

• Leadership and Constancy of Purpose
• Management by Processes and Facts
• People Development and Involvement
• Continuous Learning, Innovation and Improvement
• Partnership Development
• Corporate Social Responsibility
• Model Criteria

Case Studies

• Catering Company
• Grocery Store