Quality Methods in the Service Industry
OUTLINE (Return to Main)
The course will consist of four main modules, each lasting 3 to 4 hours.
Day One (8:00 am – 4:30 pm)
Introductions and Orientation:
- ASQ overview
- Class introductions
- Course agenda
- Pre-course e-learning ice-breaker
Module A:
Theme: Quality trends in service; lessons learned and areas of most significant opportunity
Specific areas:
- Quality timeline and trends (last 10 years primarily) with examples; quality aspect areas: Culture, Systems, Methods, Key Measures, Continuous Improvement Initiatives, People and Teams
- Service quality definitions and distinctions: what’s unique in service quality
- Sector differences (some degree)
- Examples of high-performing service organizations: quality aspects
- Class exercise: Identifying the key elements of a systematic approach to quality in service; participant examples supplement the exercise
Module B:
Theme: Foundational knowledge, systems and methods for quality in the service sector
Specific areas:
- Establishing the “culture of quality”
- Quality systems for service organizations
- Process management in a service environment: overview
- Teams and people aspects
- Quality initiatives: defining, managing and learning from them
- Day 2 preview; assignments, action list review
Class Activities: Assessment of the participant’s quality system for “adequacy” and review sample quality initiatives and identify areas of application (either case study based or participant’s organization).
Day Two (8:00 am – 3:00 pm)
Module C:
Theme: More in-depth on process and CQI management
Specific areas:
- CQI/PDCA tools and methods for service processes
- Process control & capability
- Exercise: PDCA “Losing Your Marbles” or similar process group challenge
- Case study: process study & recommendations
Class Activities: Case study; use of CQI/PDCA tools for service.
Return to Main
