Certified Service Quality Manager

Quality is of extreme importance for building a reputation. Certified Service Quality Manager ensures that products and services of their organisation meet the quality standards to satisfy their customers and retain their loyalty. Quality products are a main component to long term revenue and profitability. The certification helps you validate your expertise and prove you professional commitment

Roles and Responsibilities of a Certified Service Quality Manager

Certified Service Quality Manager are critical for customer satisfaction and primarily responsible for understanding their expectations and needs. They must possess excellent organizational and leadership skills. Other responsibilities include:

Firstly, understand customer needs and requirements to develop effective quality control processes
Then, devise and review specifications for products or processes
Also, set requirements for raw material or intermediate products for suppliers and monitor their compliance
Further, ensure adherence to health and safety guidelines as well as legal obligations
Moreover, oversee all product development procedures to identify deviations from quality standards
Lastly, Inspect final output and compare properties to requirements

Vskills Certified Service Quality Manager Overview

Vskills certification for Service Quality Manager assess your potential a per company’s need for implementing and managing service quality. This certification will cover various areas in service quality basics, total quality management, ROQ analysis, quality management and tools, quality assessment and measurement. Also, it will help you develop & implement service quality strategies to achieve excellence and meet customer’s needs.

Who should take this certification?

Vskills Certified Services Quality Manager is for professionals who wish to excel in their field. Also, for candidates who are already working and want further career progression. Moreover, this certification i beneficial for those who want to work in companies specialized in quality & customer services.

Why become a Certified Service Quality Manager?

A Vskills Certified Service Quality Manager is in great demand in today’s ever changing business environment. Top MNC’s and organizations like ING Vyasa Bank, IBM India, HDFC Bank, Airtel, Franklin Templeton, Fortis Healthcare are the biggest recruiters of certified professionals. This certification helps you increase your visibility, broaden your career opportunities and helps you enhance your employability. Moreover, earning a Vskills certification comes with various benefits like:

Firstly, a Government verification tag
This certification will have a Government verification tag.
Also, the Certification will have lifetime validity.
Further, you will get Lifelong e-learning access.
Moreover, you get access to Free Practice Tests.
Additionally, You will get tagged as ‘Vskills Certified’ On Monsterindia.com and ‘Vskills Certified’ On Shine.com.

Career as a Service Quality Manager

A Service Quality Manager is in charge of ensuring that a company’s services and goods are in good working order. This position has a broad scope in any organization since it guarantees that standards are fulfilled throughout the board, from customer interactions to production processes and everything in between. Let us know about Career as a Service Quality Manager!

Exam Details

Exam Code: VS-1173
Duration: 60 minutes
No. of questions: 50
Maximum marks: 50
Passing marks: 25 (50%).
There is NO negative marking
This is an Online exam

Exam Process

Course Outline

Topics covered in this exam are:

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

Preparatory Guide

The exam is one of the most essential credentials to include in your academic records. Achieving this certification brings wonders to your career opportunities. Therefore it important to kick start your preparations and have the knowledge of all preparatory resources. Don’t worry, we have done the tedious task of summarising the preparatory resources and here provide you with our Preparatory Guide

Step 1- Review the Exam Objectives

Before heading towards your preparation journey, you must get yourself familiar with the main objectives of the exam. A denser look at each and every objective can give a further indication regarding the aspirations of the exam. It will help you gain the required command to earn your desired certification. The exam objectives are:

Service Quality Basics
Total Quality Management
Service Quality
Quality Management
Quality Management Tools
Quality Standards
Assessment and Measurement
Customer Relationship Management
Lifetime Value and Customer Profitability Analysis
Service Excellence
The Malcolm Baldrige Quality Award
European Foundation For Quality Anagement
Case Studies

Step 2- Discover your Learning Resources

Passing the exam can be easy if you have access to the right set of resources. Make sure the content is precise and reliable enough. The resources that you’ll pick will determine how well you prepare and pass the exam. Hence, you need to be very careful while choosing the preparatory resources. Vskills offers its own Learning resources to supplement your preparations. You get Lifetime access to the Vskills E-Learning and Study Material. Moreover, these resources are constantly updated to provide you with the latest insights about the exam.

Refer: Certified Service Quality Manager Sample Chapter

Step 3-Refer the right books

Books are the go-to resource for any exam. They help you gain in-depth clarity about the exam concepts. Most important of all, you can find real-time examples of the different concepts can strengthen your knowledge about their application. In addition, books are also useful for cross-referencing and verifying the authenticity of the information from other learning resources. We suggest you to include the following books in your preparation journey:

The Certified Quality Manager Handbook by Duke Okes
Managing Service Quality by Jos Lemmink, Paul Kunst
Service Quality and Management by Bernd Stauss, Jos Lemmink, Paul Kunst

Step 4- Analyse your preparations with Practice Tests

Finally, we’re on the last step for the preparatory guide. Further, this final step will give the candidate the exact insight of the topics in which they’re lacking. So, make sure you’re going through practice tests after you have gone through the entire syllabus. Thus, going through practice tests helps you find your strengths and iron out your weaknesses. attempting multiple practice tests will boost your confidence. Lets Analyse your preparations with Free Practice Tests

Job Interview Questions

Prepare for your next job Interview with Vskills Latest online Interview questions, these questions are created by experts to help you to overcome the interview fear.