Quality and Service Excellence

Understand customer expectations and perceptions of Quality, evaluate different approaches to process improvement and tools to make strategic decisions and deliver excellent service
Acquired Skills:
• Expertise to develop measures and standards of service quality that are consistent with the expectations of internal and external customers
• Ability to devise employee-related practices that improve organizational learning and enhance service outcomes for customers.
• Expertise to evaluate the trade-offs for leveraging different approaches to process improvement
• Ability to recognize constraints of commonly used approaches for measuring financial performance and develop alternatives that promote sustained quality and service excellence.
Project
This project focuses on identifying essential elements of quality and devising productive ways to move toward and maintain service excellence within an organization. This project aims to develop a comprehensive quality framework that views quality with a customer, employee, and process focus, in order to ensure the highest standard of products and services.