Design a training and briefing approach that sustains competence in service excellence training.
Building Training Programmes for Service Staff on Excellence Standards
Turn service excellence training from a stated policy into a practice your organisation can evidence.
📍 Tripoli🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
A quality system for service excellence training that exists only for the auditor produces paperwork, not quality. Inspection catches problems in the quality and productivity management discipline; it does not prevent them. The programme works equally well for those formalising the wider quality and productivity management agenda for the first time and those improving an existing approach. Sessions alternate between guided analysis of service excellence training and supervised application. They leave able to brief senior management on this aspect of quality and productivity management in terms that support a decision. Participants leave with a method for the practice within quality and productivity management, not a set of opinions about it. Comparative studies of service excellence training across sectors find the same handful of failure points recurring. Buying a tool rarely fixes the quality and productivity management capability; the underlying capability has to be built internally first. The programme closes with an action plan for this strand of quality and productivity management that each participant writes for their own organisation.
Expected Learning Outcomes
Set acceptance criteria and sampling for service excellence training on statistical grounds.
Integrate service excellence training into existing management routines rather than running it separately.
Apply structured problem solving to recurring defects in service excellence training.
Establish supplier quality requirements affecting service excellence training.
Translate policy on service excellence training into procedures that hold up under day-to-day pressure.
Design the internal audit programme covering service excellence training.
Who Should Attend
Training officers building problem-solving capability in service excellence training.
Quality managers and coordinators responsible for service excellence training.
Internal auditors examining service excellence training.
Production and operations supervisors delivering service excellence training.
Operations staff who encounter the consequences of service excellence training directly.
Those responsible for briefing external stakeholders on service excellence training.
Course Modules
Service excellence training: waste, flow and productivity
2 sessions · 8 pointsSession 1Auditing service excellence training to improve it, not to pass
- Design the internal audit schedule covering service excellence training.
- Set out how exceptions to service excellence training are requested and approved.
- Apply structured root cause analysis to the top defect in service excellence training.
- Set the review cadence that sustains gains in service excellence training.
Session 2Reviewing service excellence training when nothing has gone wrong
- Build a control plan for service excellence training identifying what is checked, when and by whom.
- Set out the decisions in service excellence training that require sign-off and by whom.
- Map the handovers in service excellence training between functions and secure them.
- Write standard work for service excellence training with the people who perform it.
Service excellence training: structured problem solving and root cause
2 sessions · 8 pointsSession 1Sustaining the gain on service excellence training after the project ends
- Record what was tried on service excellence training and did not work, and why.
- Establish what evidence demonstrates service excellence training is under control.
- Decide what will be stopped to create capacity for service excellence training.
- Build the competence framework that supports service excellence training.
Session 2Building the method for service excellence training step by step
- Establish who is informed, consulted and accountable in service excellence training.
- Identify non-value-adding steps in service excellence training and remove them.
- Link the improvement in service excellence training to a financial figure leadership recognises.
- Define supplier quality requirements affecting inputs to service excellence training.
Service excellence training: cost of poor quality
2 sessions · 8 pointsSession 1Standard work for service excellence training without deskilling it
- Prepare the response for the most likely failure in service excellence training.
- Choose productivity measures for service excellence training that do not reward shortcuts.
- Distinguish symptoms from causes when service excellence training underperforms.
- Identify the data already collected that bears on service excellence training.
Session 2Keeping service excellence training alive after the initial push
- Define quality for service excellence training in terms the customer would recognise.
- Assemble certification evidence for service excellence training as work proceeds, not before the audit.
- Collect evidence on the present handling of service excellence training before proposing changes.
- Rank the weaknesses in service excellence training by consequence rather than by ease of fixing.
Service excellence training: internal audit and certification evidence
2 sessions · 8 pointsSession 1Finding the variation that matters in service excellence training
- Assign responsibility for keeping documentation of service excellence training current.
- Check that service excellence training still works when volumes rise unexpectedly.
- Map the process behind service excellence training by walking it, not by describing it.
- Define the trigger that would require service excellence training to be redesigned.
Session 2Mapping service excellence training as it is done, not as it is written
- Confirm that those complying with service excellence training understand why it exists.
- Benchmark service excellence training against a comparable operation and record the gap.
- Verify that improvements to service excellence training held six months later.
- Identify the few causes responsible for most defects in service excellence training.
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
We will contact you within one business day to confirm.