Quality Matters

Quality Matters

Originally developed for the legal profession, this course provides invaluable insight and practical support for organisations across the whole spectrum of industry, commerce and 'not for profit' - wherever quality matters!CDelivered as a half-day in-house course, it can be run twice in one day for different groups and can be very economically personalised in advance to your organisation's practices, terminology etc, not only for the course content, but also for the delegates' workbooks.

Expectations of Quality

Everyone rightly expects a good standard of quality in services and products purchased. Businesses are constantly scanned by their customers - whether consciously or unconsciously - for clues as to how well managed and how dependable they are.

* Are orders or intructions recorded and acted on accurately?
* Are messages returned promptly?
* Are letters etc clear, with correct spelling and grammar?
* Are the customer's own details recorded correctly?

These things may not seem to be very important - they may seem peripheral to the main area of business - but they are just the signals a customer will be picking up.

The Scope of Quality
Whatever area of work is involved, people make a difference! It is clearly important that those who are dealing with customers send out the right signals and represent the organisation in the correct way. This may be the Managing Director or the Assistant Receptionist. However, those behind the scenes also influence the front-line staff and each other. It is, therefore, vitally important that there is a strong emphasis on high quality throughout the organisation. This includes

* Managerial, reception, sales, support and all customer-facing areas
* Production, stores, supply chain management, transport, research & development and all other personnel
* All Literature and documents issued/published, including brochures and web pages
* The premises themselves - are they well organised, tidy, suitable, inspiring?

However, it goes much further than that and also includes

* All files, records, plans and charts
* Systems of work which ensure reliability and adherence to time limits
* Security of information, risk management, business continuity and, generally, good governance.


"Quality Matters" Workshop

To this end, we run a half-day interactive workshop under the heading Quality Matters. The session includes real examples of good and bad quality of work and what the ramifications have been, as well as teasing out thoughts and illustrations from the delegates. Whilst we can accommodate up to 20 delegates, we find that around 10 delegates gives a more interactive result.
The session can be presented as an in-house workshop, specifically for your business, your staff and your systems.


Costs

As an in-house session, we can accommodate up to 20 delegates, but do recommend that the maximum number is nearer to 10, to allow the session to be properly inter-active. We presume that you will have a suitable room available. It is normal to provide refreshments half-way through the session and we presume that these will also be supplied by you. If this is not convenient, however, we are delighted to arrange premises nearby and refreshments, but will add the reasonable cost of these to your account.