Subject

Service Quality & Standards

How organisations define, measure and continuously improve service quality -- the SERVQUAL and Gaps models, service standards and SLAs, root cause analysis, TQM and ISO 9001, and reconciling organisation-defined quality with what customers actually value.

What this subject covers

Lesson topics

What Is Service Quality? Defining the Concept
The SERVQUAL Model: Five Dimensions of Service Quality
The Gaps Model of Service Quality
Setting Service Standards: What Good Looks Like
Standard Operating Procedures (SOPs) in Service Delivery
Balancing Standardisation with Flexibility
Service Level Agreements (SLAs): Purpose and Structure
Internal SLAs Between Departments
Mystery Shopping and Independent Quality Assessment
Quality Audits and Compliance Checks
Root Cause Analysis for Service Failures
Continuous Improvement: Kaizen and Small, Ongoing Change
The Plan-Do-Check-Act (PDCA) Cycle
Benchmarking Against Industry Standards
Total Quality Management (TQM) Principles
ISO 9001 and Formal Quality Management Systems
Service Recovery as Part of Quality Management
Employee Training and Its Link to Service Quality
Leadership's Role in Sustaining Service Standards
Balancing Cost and Quality in Service Delivery
Consistency Across Multiple Locations or Branches
Measuring Service Quality: KPIs and Scorecards
Customer-Defined vs Organisation-Defined Quality
Common Pitfalls in Service Quality Programmes
Building a Career in Service Quality Management

CPD advantage: Completing this subject may qualify for Continuous Professional Development (CPD) points with your professional body — check with them for recognition.

Fees

Course fee K450.00

Assessment fee Included — no extra charge

Total amount to pay K450.00

Save K1,200.00 by bundling

Pay K1,500.00 for all 6 subjects in Certificate of Knowledge in Customer Service instead of K2,700.00 — assessment fees included, no extra payment. View the programme.

25 lesson topics · 24 assessment questions · Pass mark: 95%

Remember: you must apply for a minimum of 2 subjects in total.

Apply Now Recommend on WhatsApp