Managing Quality in Retail Banking Service
السعر: 12,837 درهم

    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 16 May, 2024

    المتطلبات

    There are no eligibility requirements to attend this course.

    استفسر عن هذه الدورة

    يمكنك إضافة المزيد من الدورات التدريبية هنا.
    سيتم حفظ القائمة.

    قيِم هذه الصفحة