Improving the Process of Service Delivery [CUST0205]

Overview/Description
 This course identifies techniques to make process improvement customer driven. You'll discover how to consider your customer's perspective when examining your processes, and you'll be aware of the common mistakes to avoid. You'll be able to improve your quality-critical processes by recognizing the factors to consider when prioritizing and fine-tuning tasks. Additionally, you'll know what it takes to make your systems customer friendly, and you'll learn how to use several process improvement tools to assist you in that task

Target Audience
 Managers, supervisors and coaches

Expected Duration
2.0 hours

Lesson Objectives:

Making Improvement Customer Driven

  • recognize essential elements in making improvement customer driven.
  • identify the correct definition of process improvement.
  • choose mistakes commonly made during process improvement.
  • match parts of a service process with the customer experience.
  • identify examples of getting beyond what is expected by customers.

    • Targeting Quality-critical Processes

  • recognize the components of a quality improvement process.
  • identify the elements that make up a quality process.
  • identify factors to consider when prioritizing quality elements for improving a process.
  • select the steps to improve a critical process.

    • Customer-friendly Systems

  • recognize customer-friendly qualities of service systems and associated roadblocks.
  • select customer-friendly qualities of service systems and associated roadblocks.
  • differentiate successful elements of service systems from less successful ones.
  • choose roadblocks to avoid in improving the process.
  • select service improvements that will give a quick start with big impact.

    • Tools for Process Improvement

  • recognize the characteristics of commonly used process improvement tools.
  • define moments of truth.
  • identify elements of a service circle from the examples provided.
  • identify the elements of customer service mapping.
  • identify how to locate the root cause of a service problem.

    • Course Number: CUST0205