Developing a Culture for Quality and Customer Service

An organization's commitment to quality is inextricable linked to the level of service they provide for their customers. Knowing who your customers are and learning their needs and expectations can be a challenge, but it's a challenge that must be met if your organization hopes to develop a culture for quality and customer service. This workshop is designed to help the managers assess their organizations readiness for culture change and acquire concepts for initiating the culture change process.

Course Benefits:

Program participants will gain:

  • An understanding of the dynamics of organizational culture
  • An assessment of the readiness of their organization for implementing quality and customer service improvement
  • Knowledge of basic quality concepts and tools

Course Objectives:

Upon completion of the program, you will be able to:

  • Identify the elements of quality/service culture
  • Develop a plan for learning about customer needs and expectations for product and services
  • Apply principles of continuous improvement to work processes
  • Involve other organization members in quality initiative

Course Content:

  • Quality: a different way of looking at business
  • Quality service: a commitment to customer satisfaction
  • Who are my customers? What are their needs?
  • The organization as a network of customers and suppliers
  • Developing organization vision and values for quality
  • The continuous improvement cycle
  • Management by facts
  • The human side of quality and customer service: helping organization members change

Who Should Attend:

  • Owners and managers of small to medium size firms