Why should I take this certification?

Quality plays a key role in gaining the reputation that can give any organization a competitive edge and helps in building a reputation. Consistently delivering high-quality services/products to customers reward your company greatly. This course will teach you the basic principles and applications of implementing and managing service quality. You'll learn to develop & implement service quality strategies to achieve excellence and meet customer's needs.

This certification will cover various areas in service quality basics, total quality management, ROQ analysis, quality management and tools, quality assessment and measurement.

In this course, you will study & learn

  • Service Quality Basics
  • Total Quality Management
  • Service Quality
  • Quality management
  • Quality Management Tools
  • Quality Standards Assessment & Measurement
  • Customer Relationship Measurement
  • Service Excellence
  • Quality Awards
  • And some case studies

How will I benefit from this certification?

Vskills Certified Services Quality Manager will find employment in companies specialized in quality & customer services. Various public and private companies also need service quality managers for their quality and services departments.

Companies that hire Service Quality Managers

Vskills Certified Sevices Quality Manager are employed in Top MNC's and organizations like ING Vyasa Bank, IBM India, HDFC Bank, Airtel, Franklin Templeton, Fortis Healthcare

Service Quality Manager Table of Contents

https://www.vskills.in/certification/Service-Quality-Manager-Table-of-Contents

Service Quality Manager Tutorial

http://vskills.in/certification/tutorial/quality/certified-service-quality-manager/

Service Quality Manager Sample Questions

https://www.vskills.in/certification/Service-Quality-Manager-Sample-Questions

Service Quality Manager Mock Test

http://www.vskills.in/practice/quiz/Service-Quality-Manager

Apply for Service Quality Manager Certification

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TABLE OF CONTENT

Service Quality Basics

  • What is Service
  • Service vs Goods
  • Service Characteristics
  • Service Sector Growth
  • Quality
  • Service Quality
  • Service Quality Elements
  • Service Quality Types
  • Service Quality Determinants
  • Service Life Cycle
  • Service Economy
  • The Customer

Total Quality Management

  • Introduction
  • TQM and Quality
  • Customers and Suppliers
  • The Quality Gurus

Service Quality

  • Defining Service Quality
  • Service and Product Quality
  • Dimensions and Attributes of Service Quality
  • Service-Profit Chain
  • Service Guarantees
  • ROQ Analysis Consists of Five Steps

Quality Management

  • History of Quality Movement
  • Continuous Improvement
  • Quality Concepts
  • Principles
  • Customer Expectations

Quality Management Tools

  • Base Lining
  • Benchmarking
  • TQM
  • PDCA
  • Six Sigma
  • Cause-and-Effect Diagram
  • CPM/PERT Chart
  • Control Charts

Quality Standards

  • ISO standards
  • CMMi

Assessment and Measurement

  • Assessment
  • Service Quality Assessment
  • Measuring the Service Quality
  • Service Quality & Customer Satisfaction
  • Quality Metrics
  • Service Loyalty
  • Service Quality Models
  • SERVQUAL

Customer Relationship Management

  • The Concept of Customer Relationship Management (CRM)
  • Why is CRM Important?
  • Implementing CRM: An Overview
  • eCRM – What’s Different?
  • Understanding the Power of CRM
  • Benefits and Pitfalls

Lifetime Value and Customer Profitability Analysis

  • Lifetime Value
  • Customer Profitability Analysis

Service Excellence

  • What is Service Excellence?
  • Employee Empowerment
  • Global Best Practices In Service Excellence

The Malcolm Baldrige Quality Award

  • What are the Criteria?
  • The Ritz-Carlton Leadership System
  • The Baldrige Award and Ritz Carlton: A Case Study
  • Human Resource Focus
  • Quality Selection Process - QSP
  • Process Management
  • Business Results

European Foundation For Quality Anagement

  • The Fundamental Concepts of Excellence Results Orientation
  • Leadership and Constancy of Purpose
  • Management by Processes and Facts
  • People Development and Involvement
  • Continuous Learning, Innovation and Improvement
  • Partnership Development
  • Corporate Social Responsibility
  • Model Criteria

Case Studies

  • Catering Company
  • Grocery Store
“Exam scheduling to be done through user account” / “Exam once scheduled cannot be cancelled”
Date of Examination
05-Aug-2017
06-Aug-2017
19-Aug-2017
20-Aug-2017
03-Sep-2017
16-Sep-2017
17-Sep-2017
07-Oct-2017
08-Oct-2017
21-Oct-2017
22-Oct-2017
05-Nov-2017
Examination Time
01:00 PM - 02:00 PM
02:30 PM - 03:30 PM
04:00 PM - 05:00 PM
05:30 PM - 06:30 PM
10:00 AM - 11:00 AM
11:30 AM - 12:30 PM

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