Establish a culture of continuous improvement in your service organization. Learn and apply improvement tools and quality management system elements and strategies that have been successfully applied to a service environment.
More and more of the U.S. economy has a service focus. As a result, companies need to improve their service and production components. Quality leaders and their staff need knowledge and skills that focus on improving service-oriented processes and creating a culture of continuous improvement. This program covers quality management system elements, improvement tools, and process improvement strategies that successful companies use, with a particular emphasis on how to apply them in a service environment.
ASQ also offers this training course in an instructor-led classroom setting, and on-site training is available for groups of five or more, offering convenience, cost-savings and even course customization when you bring our premier instructors to your organization.
- CEU Hours: 0.7
- Length: 7 Hours
- ASQ RU: 0.7
- Provider: WebEx Training
- Explain the culture that promotes excellence in the service sector.
- Compare the attributes of your organizations to high
- performing service benchmark organizations in the key areas of quality management.
- Learn specific quality practices for service, such as CQI tools, process measures, process improvement and control, human resource development, transactional quality assurance, and other relevant service quality practices.
- Enhance how a quality management system can work in a service organization.
- Promote practices for continuous quality improvement (CQI) in service areas.
Who Should Attend:This course has been developed to meet the needs of quality leaders and specialists in the service sector. This includes quality consultants, managers, and other leaders responsible for driving excellence through quality practices.
Introductions & Orientation:
- ASQ and course overview
- Class introductions
- Get to know exercise: Quality Opportunities in Service
Theme: Quality practices and trends in service, lessons learned along the way and areas of most significant opportunity
- Quality timeline and trends with examples
- Quality aspect areas: Culture, systems, methods, key measures, continuous improvement initiatives, people and teams
- Service quality distinctions: What’s unique in service quality
- Examples of high-performing service organizations: Quality aspects
Group Activity: Identify the key elements of a systematic approach to quality in service (participant examples supplement the exercise)
Theme: Foundation knowledge on improving and controlling quality in the service sector
- Quality system elements for service organizations
- Compare different approaches, such as Lean, Baldrige, Six-Sigma and other emerging improvement methodologies
- Identify elements of value to participant’s organization
- Session 2 preview and individual application assignments
Group Activities: Assess the participant’s quality system for “adequacy” and review sample quality initiatives. Identify areas of application (either case-study based or from the participant’s organization).
Theme: Business process management and CQI management
- CQI/PDCA tools and methods for service processes
- Process control and capability
Group Activities: Case study, use of CQI/PDCA tools for service
Theme: Implementing a CQI culture
- Roadmap for developing a culture of CQI
- Roles of senior management, managers, supervisors and staff
Class Activity: Action planning by the participants
- Participant action list review
After course registration, you will receive an email with access instructions. If you do not, please check your email junk, spam, or clutter folders. If the email is not there, please contact ASQ. For virtual WebEx courses, you will receive another email 24 hours prior to the start of class containing additional access information.
- Computer – PC or Macintosh
- High-speed internet connection
- Adobe Flash Player 10.3 or later
- Windows: Internet Explorer 8 or later, Google Chrome (latest version), Firefox (latest version)
- Mac: Safari 7 or later, Google Chrome (latest version), Firefox (latest version)
- For instructor-led virtual WebEx courses, a speakerphone or telephone headset in a designated room or space with no distractions (preferred)
NOTE: Refer to product description for any additional system requirements.
WebEx – Virtual Course: Advance Preparation and Student Information
Join a Test Session
We strongly suggest that you join a WebEx test session in advance of your scheduled virtual training, using your preferred web browser. This can help prevent problems launching content the day your training begins.
If you do not have administrative privileges on the SAME computer you will be using the day of your training (i.e., your workstation within your organization) you may need the assistance of your local IT/IS help desk staff for the platform to engage correctly.
To join a test session (meeting), click here and enter your name and email address to join. If successful, you will see a screen that says "Congratulations! Your system is now set up properly ..."
Deactivate Pop-up Blockers
You should deactivate any pop-up blockers, spam filters, and company firewalls that could prevent the WebEx client platform or web-based course from working properly. Third-party toolbars such as Bing, Yahoo, and Google should also be disabled due to their own pop-up blocking capabilities.
- If you need to cancel, we will refund your paid registration fee as noted below.
- Requests for cancellations/transfers received at least 5 business days before the start of the course receive a full refund/transfer.
- Requests received within 5 business days of the course starting incur a $150 processing fee.
- After the course starts, there are no refunds or transfers.
- Registrants who fail to attend without advance notice are liable for the entire course fee.
- If you cannot find a substitute, we can transfer your course fees to another ASQ course of your choice.
- You must successfully complete the entire course or program before IACET CEUs and a Certificate of Completion can be awarded.
An Internet-based, instructor led course utilizing web and teleconferencing technologies to allow students to interact without traveling. Virtual courses offer interaction with instructor and students via phone and Internet capabilities. Students have access to interaction both with the instructor and other students in an Internet-based learning environment (white board, Q&A tools, application sharing, and breakout rooms). Virtual courses are classroom-like experiences offered using the latest Internet tools.
|No Offerings Scheduled||English||List: $699 Member: $599|
ON-SITE TRAINING FOR YOUR ORGANIZATION.
ASQ’s customized on-site training programs are the cost-effective way for you to train employees on your schedule. Training on-site minimizes the cost-per-student, reduces travel expenses, and ensures that the content is specific to your exact needs.
5 Benefits of On-Site Training
- Expertise to your location: Saves time and travel expenses
- Convenient scheduling: Train groups of five or more
- Customizable courses: Training tailored to your groups’ needs
- Immediate results: Employees complete courses ready to apply what they’ve learned
- Value-add support: Instructors available to answer questions after session