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IMPLEMENT CONTINUAL IMPROVEMENT
IN SERVICE DELIVERY

COURSE OBJECTIVES

   
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COURSE OUTLINE


1) 04,05,06 OCT






(All registrations must be received 3 weeks before commencement date)
Many successful businesses fail because they have fallen afoul of one simple trap - the Law of Good Enough. As they become used to things and processes as they are, some neglect to improve on their competitive advantage. Eventually, competitors catch up and overtake them.

Great companies understand and apply a different dynamic: every idea counts. They understand that it is the environment of everyday innovation that often breaks new territory and consistently uncover breakthroughs.

Continuous improvement is about thinking differently about what we do today for tomorrow; about how we create value; and about how we deliver this value to the customer, relentlessly.

In this 3-day programme, we examine some of the basic skills supervisors need to implement a continuous improvement culture in their teams. Some of the key areas of focus include:

  • How to prepare a team for continuous improvement
  • How to identify areas of improvement through gap analysis
  • How to implement improvement projects within the organisation
  • How to promote and present compelling ideas to their superiors to obtain permission and resources
  • How to facilitate team involvement and engagement to ensure that the team works harmoniously in implementing continuous improvement
Those who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA.

ASSUMED KNOWLEDGE AND SKILLS

Before starting this module, we assume that the learners already:

  • Have basic knowledge of their organisation's standard operating procedures and guidelines on customer service;
  • Possess good understanding of their organisation's product and service offering;
  • Have a good standard of English language proficiency to benefit from the training programme and undertake the assessment;
METHODOLOGY

Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:

  • Mini lectures to succinctly explain the concepts and theories supporting this module
  • Interactive group participation and discussions on knowledge and procedural process
  • Group and individual exercises for practical activities including role-plays
  • Mutual sharing and feedback on performance
  • Written Assessment
WHO WILL BENEFIT

Managerial staff from various service industry sectors and is particularly relevant to

  • Retail
  • Personal Transport Services
  • Tourism, Hotel and Accommodation Services
  • Food and Beverage industries
TARGET AUDIENCE

This programme is specially designed for Managerial staff or Supervisors managing service staff from various service industry sectors (but not limited to) such as:

  • Food and Beverage
  • Personal Transport Services
  • Retail
  • Tourism, Hotel and Accommodation Services

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Terms & Conditions:
SQ Centre reserves the right to cancel any of the above course schedules due to unforseen circumstances and will make every effort to inform
participants of any changes in advance.
+ 2-day,3-day and 5-day programmes total 16 hours, 24 hours and 40 hours respectively.
* Subsidised prices quoted are NETT and for ONE training programme. Subsidised course fees available to Singaporeans and PRs only.
Foreigners(Non-Singaporeans / Non-PRs) pay full course fees. Read more...

Service Quality (SQ) Centre Pte Ltd
10 Eunos Road 8,#07-05 Singapore Post Centre, Singapore 408600 Tel: (65) 6376 0777 Fax: (65) 6274 6091
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