Managing Quality in Retail Banking Service هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Day One: Introduction to Quality Assurance and Control
· Quality Assurance and Control Principles
· The Concept of Total Quality Management
· The Origin and Philosophy of Total Quality Management
· Obstacles to implementing TQM
 
Day Two: Quality Service in Banking
· Measuring Gaps between Delivered Service and Customer's expectations
· Customer's Feedback
· Customer's Expectations
· Management Perception
· Service Quality Specifications
· Service Delivery
· External Communication
 
Day Three: Quality Tools for Retail Banking
· External Tools
*        Customer Satisfaction
*        Complaint Management
*        Behavioral Standards
*        Support Tools
· Internal Tools
*        Employees Satisfaction
*        Process Cartography
*        ISO Certification
*        Internal Evaluation Methods
*        Other Support Tools
 
Day Four: Implementing a Culture of Quality
· Putting Principles into Practice
· Leadership: Taking Ownership of the Quality Leadership Philosophy
· Total Quality Management as leadership principle
· Implement a Business Strategy driven by  your Customers
· Focusing on Continuous Improvement - Audit and Review
· Leadership Commitment and Involvement
· Barriers to TQM Organizational Culture Change تحديث بتاريخ 17 November, 2022