Service Quality Manager Table of Contents


Table of Content
 

 

Module 1: Foundations of Service and Service Quality

  • Understanding Services: Definition and Characteristics
  • Services vs. Goods: Key Distinctions
  • Growth and Evolution of the Service Economy
  • Defining Quality and Service Quality
  • Dimensions and Determinants of Service Quality
  • The Service Life Cycle
  • Understanding the Customer in a Service Context

Module 2: Total Quality Management Principles

  • Introduction to Total Quality Management (TQM)
  • TQM and the Broader Quality Movement
  • Contributions of Quality Pioneers (Deming, Juran, Crosby)
  • Customer-Supplier Relationships in Quality Systems
  • Continuous Improvement as a Core Principle

Module 3: Service Design and Blueprinting

  • Principles of Service Design
  • Service Blueprinting: Mapping Front-Stage and Back-Stage Processes
  • Identifying Moments of Truth in the Customer Journey
  • Physical Evidence and Servicescape
  • The Extended Service Marketing Mix (People, Process, Physical Evidence)

Module 4: Measuring and Assessing Service Quality

  • The SERVQUAL Model and Its Five Dimensions
  • The Kano Model: Basic, Performance, and Delight Attributes
  • Net Promoter Score (NPS) and Customer Loyalty Measurement
  • Service Quality Gap Analysis
  • Quality Metrics and Key Performance Indicators
  • Service Quality Assessment Methods and Surveys

Module 5: The Service-Profit Chain and Business Impact

  • Understanding the Service-Profit Chain Model
  • Service Guarantees and Their Strategic Role
  • Return on Quality (ROQ) Analysis
  • Linking Service Quality to Financial Performance

Module 6: Internal Marketing and Employee Engagement

  • The Concept of Internal Marketing
  • Treating Employees as Internal Customers
  • Linking Employee Satisfaction to Service Quality Outcomes
  • Building Cross-Functional Buy-In for Quality Initiatives

Module 7: Service Excellence and Frontline Culture

  • What Defines Service Excellence
  • Employee Empowerment and Its Role in Service Delivery
  • Building a Service-Oriented Culture
  • Training and Developing Frontline Service Teams
  • Global Best Practices in Service Excellence

Module 8: Quality Management Tools and Techniques

  • Benchmarking for Service Quality Improvement
  • Plan-Do-Check-Act (PDCA) Cycle
  • Six Sigma Applications in Service Quality
  • Cause-and-Effect (Fishbone) Diagrams
  • CPM/PERT Charts for Service Process Planning
  • Control Charts for Monitoring Service Performance

Module 9: Quality Standards and Frameworks

  • Overview of ISO Quality Standards
  • CMMI (Capability Maturity Model Integration)
  • Applying International Standards to Service Organizations

Module 10: Service Recovery and Complaint Management

  • Understanding Service Failures and Their Impact
  • Principles of Effective Service Recovery
  • Complaint Handling Processes and Best Practices
  • Turning Service Failures into Loyalty Opportunities
  • Designing a Service Recovery Framework

Module 11: Customer Relationship Management (CRM)

  • Core Concepts and Importance of CRM
  • Implementing CRM Across the Customer Journey
  • Digital and Cloud-Based CRM Systems
  • Omnichannel Customer Engagement
  • Benefits, Pitfalls, and Common Implementation Challenges

Module 12: Customer Lifetime Value and Profitability Analysis

  • Understanding Customer Lifetime Value (CLV)
  • Customer Profitability Analysis Methods
  • Using CLV to Prioritize Service Investments
  • Segmenting Customers by Value and Loyalty

Module 13: Service Level Agreements and Vendor Quality Management

  • Designing Effective Service Level Agreements (SLAs)
  • Monitoring and Reporting Against SLA Commitments
  • Managing Third-Party and Outsourced Service Quality
  • Handling SLA Breaches and Escalations

Module 14: Digital and AI-Enabled Service Quality

  • Role of Technology in Modern Service Delivery
  • Chatbots and AI in Customer Service
  • Sentiment Analysis for Service Quality Monitoring
  • Online Reviews and Digital Reputation Management
  • Data-Driven Service Quality Dashboards

Module 15: Quality Award Frameworks and Models

  • The Malcolm Baldrige Quality Award: Criteria and Structure
  • Human Resource Focus and Process Management in Award Models
  • Business Results Evaluation Criteria
  • The European Foundation for Quality Management (EFQM) Model
  • Comparing Global Quality Excellence Frameworks

Module 16: Service Quality Across Industries and Case Studies

  • Service Quality Considerations in Healthcare, Banking, and BPO
  • The Ritz-Carlton Leadership System: A Service Excellence Case Study
  • Case Study: Service Recovery in the Hospitality Industry
  • Case Study: CRM Implementation in Retail Services
  • Case Study: Digital Transformation in Customer Service
  • Lessons Learned and Best Practice Synthesis

 


Apply for Certification

https://www.vskills.in/certification/quality/service-quality-manager-certification

 For Support