COURSE OVERVIEW

 80% of this course is practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. 

 

This course is designed to provide participants with a detailed and up-to-date overview of Driving Service Excellence & Process improvement. It covers the service culture and organizational impact, customer expectations and service gaps; the service excellence frameworks, voice of the customer programs and mapping the service journey; the process thinking and value creation, lean fundamentals and Six Sigma basics; the process mapping and analysis, root cause analysis techniques and problem-solving tools and techniques; and the characteristics of effective KPIs including service level agreements (SLAs) and standards. 

 

During this interactive course, participants will learn the quality management in service delivery, benchmarking and best practices; the service recovery and complaint handling, employee engagement for service quality and continuous improvement frameworks; planning and conducting a Kaizen, change management in process improvement and innovation in service excellence; the digitalization and automation in service delivery, aligning service excellence with strategic goals and governance and risk in process improvement; and the sustainability and environmental considerations, leadership for service excellence and implementation roadmap development.