Set acceptance criteria and sampling for service team quality training on statistical grounds.
Designing Training Programmes for Customer Service Teams on Quality Standards
Build a working method for service team quality training that stands up to scrutiny and survives daily pressure.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Variation in service team quality training is the enemy; averages conceal it. Improvement in quality training that is not measured tends to be reversed quietly. Participants develop a defensible line of reasoning for the choices they make about this strand of quality and productivity management. Plans for service team quality training often fail at the handover point between functions. The programme suits teams tackling the practice within quality and productivity management together as readily as individuals attending alone. Cases are chosen to expose the trade-offs in quality training rather than to illustrate ideal conditions. Mature organisations treat service team quality training as a standing capability rather than a project that finishes. It treats quality training as an operating discipline and equips participants to run it as one. It ends with a prioritised list of changes to the wider quality and productivity management agenda that the participant is prepared to defend internally.
Expected Learning Outcomes
Prepare the evidence required for external certification of quality training.
Calculate the cost of poor quality attributable to service team quality training.
Set acceptance criteria for quality training before work begins rather than after.
Build a concise control plan for service team quality training that colleagues can follow without further explanation.
Handle the trade-offs in quality training between speed, cost and assurance explicitly rather than implicitly.
Identify the sources of variation in service team quality training and rank them by effect.
Who Should Attend
Training officers building problem-solving capability in service team quality training.
Quality managers and coordinators responsible for quality training.
Public sector officials applying service team quality training within a regulated framework.
Internal auditors examining quality training.
Department heads accountable for the results of service team quality training.
Continuous improvement specialists working on quality training.
Course Modules
Service team quality training: structured problem solving and root cause
2 sessions · 8 pointsSession 1Getting other functions to support service team quality training
- Identify the few causes responsible for most defects in service team quality training.
- Apply structured root cause analysis to the top defect in quality training.
- Train the team handling service team quality training in the problem-solving method being used.
- Record the rationale for each significant choice made about quality training.
Session 2Removing steps from quality training that add no value
- Choose productivity measures for service team quality training that do not reward shortcuts.
- Build a control plan for quality training identifying what is checked, when and by whom.
- Assemble certification evidence for service team quality training as work proceeds, not before the audit.
- Verify that improvements to quality training held six months later.
Quality training: cost of poor quality
2 sessions · 8 pointsSession 1Standard work for quality training without deskilling it
- Check that service team quality training still works when volumes rise unexpectedly.
- Define quality for quality training in terms the customer would recognise.
- Prepare the response for the most likely failure in service team quality training.
- Confirm that contractual obligations around quality training are understood.
Session 2What has to be agreed before work on quality training starts
- Draft the minimum viable control plan for service team quality training.
- Write standard work for quality training with the people who perform it.
- Assign responsibility for keeping documentation of service team quality training current.
- Identify non-value-adding steps in quality training and remove them.
Quality training: waste, flow and productivity
2 sessions · 8 pointsSession 1Sustaining the gain on quality training after the project ends
- Define the trigger that would require service team quality training to be redesigned.
- Define acceptance criteria for quality training in advance.
- Plan the sequence in which improvements to service team quality training will be introduced.
- Design the internal audit schedule covering quality training.
Session 2Costing poor quality in service team quality training
- Estimate the resource service team quality training requires to run as designed.
- Establish who is informed, consulted and accountable in quality training.
- Record what was learned when service team quality training did not go as planned.
- Set the review interval for quality training and who attends.
Quality training: mapping the process as actually performed
2 sessions · 8 pointsSession 1Building the method for quality training step by step
- Define supplier quality requirements affecting inputs to service team quality training.
- Benchmark quality training against a comparable operation and record the gap.
- Link the improvement in service team quality training to a financial figure leadership recognises.
- Map the process behind quality training by walking it, not by describing it.
Session 2Control plans for quality training that catch problems early
- Anticipate the objections service team quality training will raise and prepare the answers.
- Identify single points of dependency in quality training and reduce them.
- Record what was tried on service team quality training and did not work, and why.
- Set out how exceptions to quality training are requested and approved.
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
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