Set a realistic target state for digital service quality and a defensible route to it.
Designing Strategies to Manage the Quality of Remote and Digital Services
A senior-level treatment of digital service quality, focused on what changes outcomes.
📍 Istanbul🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Inspection catches problems in digital service quality; it does not prevent them. Improvement in the quality and productivity management discipline that is not measured tends to be reversed quietly. Every module pairs a short input on the practice within quality and productivity management with structured practice on the participant's own material. The programme works equally well for those formalising digital service quality for the first time and those improving an existing approach. Content is organised around the decisions practitioners actually face in this area of quality and productivity management, not around theory headings. Where the quality and productivity management discipline is measured, it improves; where it is only discussed, it drifts. The outcome is a practitioner who can hold a position on digital service quality and revise it on evidence. Ambition around this strand of quality and productivity management outruns capacity unless the sequencing is deliberate. Work concludes with a self-assessment of this part of quality and productivity management that participants can repeat annually.
Expected Learning Outcomes
Reduce waste and non-value-adding steps in digital service quality.
Set acceptance criteria and sampling for digital service quality on statistical grounds.
Calculate the cost of poor quality attributable to digital service quality.
Assess the current state of digital service quality against a structured set of criteria rather than impressions.
Benchmark digital service quality against comparable operations honestly.
Verify that improvements to digital service quality have held six months after they were introduced.
Who Should Attend
Business partners who must understand digital service quality well enough to challenge it.
Department managers accountable for productivity of digital service quality.
Staff seconded into improvement work on digital service quality.
Finance staff quantifying the cost of quality in digital service quality.
Training officers building problem-solving capability in digital service quality.
Internal auditors examining digital service quality.
Course Modules
Digital service quality: defining quality in measurable terms
2 sessions · 8 pointsSession 1Benchmarking digital service quality without flattering yourself
- Verify that improvements to digital service quality held six months later.
- Establish who is informed, consulted and accountable in digital service quality.
- Assemble certification evidence for digital service quality as work proceeds, not before the audit.
- Map the handovers in digital service quality between functions and secure them.
Session 2Sustaining the gain on digital service quality after the project ends
- Establish what evidence demonstrates digital service quality is under control.
- Train the team handling digital service quality in the problem-solving method being used.
- Set escalation thresholds for digital service quality that work out of hours.
- Distinguish symptoms from causes when digital service quality underperforms.
Digital service quality: waste, flow and productivity
2 sessions · 8 pointsSession 1Who answers for digital service quality, and to whom
- Record the rationale for each significant choice made about digital service quality.
- Record what was tried on digital service quality and did not work, and why.
- Confirm that those complying with digital service quality understand why it exists.
- Define supplier quality requirements affecting inputs to digital service quality.
Session 2The paperwork for digital service quality that is actually needed
- Name a single owner for each element of digital service quality.
- Collect evidence on the present handling of digital service quality before proposing changes.
- Set the review cadence that sustains gains in digital service quality.
- Calculate the cost of poor quality attributable to digital service quality.
Digital service quality: mapping the process as actually performed
2 sessions · 8 pointsSession 1Finding the variation that matters in digital service quality
- Identify the few causes responsible for most defects in digital service quality.
- Benchmark the organisation's digital service quality against comparable operations.
- Prepare the summary of digital service quality that senior management will read.
- Link the improvement in digital service quality to a financial figure leadership recognises.
Session 2Mapping digital service quality as it is done, not as it is written
- Define quality for digital service quality in terms the customer would recognise.
- Identify non-value-adding steps in digital service quality and remove them.
- Apply structured root cause analysis to the top defect in digital service quality.
- Design the internal audit schedule covering digital service quality.
Digital service quality: standard work and sustaining gains
2 sessions · 8 pointsSession 1Costing poor quality in digital service quality
- Anticipate the objections digital service quality will raise and prepare the answers.
- Define acceptance criteria for digital service quality in advance.
- Benchmark digital service quality against a comparable operation and record the gap.
- Write standard work for digital service quality with the people who perform it.
Session 2Closing out digital service quality and capturing what was learned
- Map the process behind digital service quality by walking it, not by describing it.
- Rehearse the briefing on digital service quality that would follow an incident.
- Plan the sequence in which improvements to digital service quality will be introduced.
- Confirm that reporting on digital service quality reaches the people who can act.
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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