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

 

Apply for Certification

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