Quality And Customer Relations Management

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Course Overview

The Quality and Customer Relations Management course explores the critical success and failure factors of quality improvement strategies in the public and development sector. The course engages with those planned or systemic actions necessary to provide adequate confidence that a product or service will satisfy given requirements for quality. This includes analysis at individual, team and organisational levels. Various quality management models are discussed and their relevance and application to public service environment is examined. The application of information and communication technology in improving quality and customer relations management is discussed and analysed.

Learning Outcomes

• Be familiar with the philosophy and principles of quality management and customer relations management
• Better understand the context and content of organisational transformation related to quality improvement
• Be familiar with the implementation challenges of improving the quality of service delivery
• Be able to identify the attitudes required to serve both internal and external customers effectively
• Be able to communicate effectively with clients and relevant stakeholders
• Be able to conduct a stakeholder analysis to identify and manage stakeholders appropriately
• Be able to apply problem analysis tools, like the fish bone analysis to separate the root causes from the symptoms
• Be able to assist in monitoring the quality of service
• Advance their understanding of the concept of Customer Relationship Management

Duration

• 2 days contact time including facilitation and group activities

Please Note:

• Although great care is taken to ensure accuracy of the information on this site, please confirm all important details including dates and fees at time of registration.

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