Link improvement in service recovery programmes to a financial outcome leadership recognises.
Building Service Recovery Programmes After Errors to Satisfy Customers
A concise, decision-focused programme covering service recovery programmes end to end.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Improvement in service recovery programmes that is not measured tends to be reversed quietly. Most defects in the quality and productivity management discipline are designed in long before they are detected. Organisations that document this aspect of quality and productivity management properly resolve disputes about it far more quickly. The version of service recovery programmes described in the manual and the version practised on the floor tend to diverge over time. Participants come from operational and oversight roles, and both perspectives on this strand of quality and productivity management are used deliberately. The programme converts the practice within quality and productivity management from an area of general awareness into a set of repeatable practices. The course leaves participants able to diagnose weaknesses in service recovery programmes before they become incidents. Discussion is anchored to worked examples of the quality and productivity management capability rather than to abstract argument. It closes by agreeing the smallest change to this area of quality and productivity management that would make a visible difference.
Expected Learning Outcomes
Structure records of service recovery programmes so that they answer the questions an auditor will actually ask.
Reduce avoidable variation in how service recovery programmes is carried out across teams.
Establish supplier quality requirements affecting service recovery programmes.
Build a concise control plan for service recovery programmes that colleagues can follow without further explanation.
Reduce waste and non-value-adding steps in service recovery programmes.
Map the process behind service recovery programmes as it is actually performed.
Who Should Attend
Certification and accreditation coordinators preparing evidence on service recovery programmes.
Risk managers assessing the exposure created by service recovery programmes.
Supplier quality engineers assessing inputs to service recovery programmes.
Planning staff whose forecasts and budgets are affected by service recovery programmes.
Production and operations supervisors delivering service recovery programmes.
Process and industrial engineers redesigning service recovery programmes.
Course Modules
Service recovery programmes: internal audit and certification evidence
2 sessions · 8 pointsSession 1Sampling service recovery programmes on evidence rather than convention
- Define acceptance criteria for service recovery programmes in advance.
- Train the team handling service recovery programmes in the problem-solving method being used.
- Record the rationale for each significant choice made about service recovery programmes.
- Record what was tried on service recovery programmes and did not work, and why.
Session 2Making service recovery programmes work when resources are constrained
- Apply structured root cause analysis to the top defect in service recovery programmes.
- Assign responsibility for keeping documentation of service recovery programmes current.
- Identify where judgement in service recovery programmes is legitimate and where it is not.
- Map the process behind service recovery programmes by walking it, not by describing it.
Service recovery programmes: defining quality in measurable terms
2 sessions · 8 pointsSession 1Sustaining the gain on service recovery programmes after the project ends
- Verify that improvements to service recovery programmes held six months later.
- Calculate the cost of poor quality attributable to service recovery programmes.
- Agree what will be standardised in service recovery programmes and what will not.
- Choose productivity measures for service recovery programmes that do not reward shortcuts.
Session 2Solving the defect in service recovery programmes that keeps returning
- Map the handovers in service recovery programmes between functions and secure them.
- Identify non-value-adding steps in service recovery programmes and remove them.
- Write standard work for service recovery programmes with the people who perform it.
- Benchmark the organisation's service recovery programmes against comparable operations.
Service recovery programmes: control plans, sampling and acceptance
2 sessions · 8 pointsSession 1Testing service recovery programmes before relying on it
- Design the internal audit schedule covering service recovery programmes.
- Set the review cadence that sustains gains in service recovery programmes.
- Set the review interval for service recovery programmes and who attends.
- Decide what will be stopped to create capacity for service recovery programmes.
Session 2Finding the variation that matters in service recovery programmes
- Identify the few causes responsible for most defects in service recovery programmes.
- Write down the assumptions underpinning the approach to service recovery programmes.
- Plan the sequence in which improvements to service recovery programmes will be introduced.
- Close out actions on service recovery programmes rather than leaving them open indefinitely.
Service recovery programmes: benchmarking and continual improvement
2 sessions · 8 pointsSession 1Removing steps from service recovery programmes that add no value
- Confirm that reporting on service recovery programmes reaches the people who can act.
- Define quality for service recovery programmes in terms the customer would recognise.
- Measure current variation in service recovery programmes before attempting improvement.
- Assemble certification evidence for service recovery programmes as work proceeds, not before the audit.
Session 2Getting other functions to support service recovery programmes
- Identify the data already collected that bears on service recovery programmes.
- Prepare the summary of service recovery programmes that senior management will read.
- Name a single owner for each element of service recovery programmes.
- Build a control plan for service recovery programmes identifying what is checked, when and by whom.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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