Five-day professional program. Approximately 25-30 training hours. Final agenda, language and delivery arrangements are confirmed in the proposal.

Course Overview

Define service standards, measure process performance and coordinate sustainable quality improvements.

This five-day professional program combines focused discussion, practical workshops and a course-specific applied project. Participants work with sample information or anonymized organizational cases and develop outputs that can be adapted to their workplace.

Learning Outcomes

Develop and review a practical service standards framework.

Develop and review a practical service quality scorecard.

Develop and review a practical quality gap assessment.

Develop and review a practical improvement governance plan.

Develop and review a practical service quality improvement roadmap.

Who Should Attend

Service managers, quality professionals, operations leaders and customer experience teams.

Relevant professional experience is recommended. The final level and case complexity can be adapted to the participant group.

Training Methodology

Interactive discussions, worked examples, case analysis, practical workshops, role practice where relevant, peer feedback and a final applied presentation.

Assessment can include a short baseline review, evaluation of practical outputs and the final project. Attendance and completion requirements are agreed in the proposal.

Course Tools and Templates

Service standards framework template or working document.

Service quality scorecard template or working document.

Quality gap assessment template or working document.

Improvement governance plan template or working document.

Service quality improvement roadmap template or working document.

Delivery Requirements

Classroom, live online and private organizational delivery are available by agreement. The final venue, platform, session timing, training language and required materials are confirmed during planning.

Participants should bring a laptop where the exercises involve models, dashboards or digital tools. Software selection, licensing and any prerequisite skills are agreed before delivery.

Course Customization

The proposed five-day sequence can be adapted to the organization, industry, participant experience and learning objectives. The final agenda and practical activities are confirmed in the written proposal.

Course Outline

Proposed sequence, subject to the agreed training proposal.

Day 1 – Service quality context and standards

Assess the context, review a representative scenario, and identify priorities related to service quality context and standards.

Practical output: Service standards framework.

Day 2 – Process measures and customer evidence

Compare approaches, interpret sample information, and develop a structured approach to process measures and customer evidence.

Practical output: Service quality scorecard.

Day 3 – Quality reviews and gap analysis

Apply the course tools to a realistic workplace scenario focused on quality reviews and gap analysis.

Practical output: Quality gap assessment.

Day 4 – Improvement governance and employee involvement

Test a proposed approach, discuss exceptions and responsibilities, and refine improvement governance and employee involvement.

Practical output: Improvement governance plan.

Day 5 – Service quality improvement project

Integrate the learning, present recommendations, and build an implementation plan for service quality improvement project.

Practical output: Service quality improvement roadmap.