- شروط الدفع: استفسار
- الفروع الأُخرى: طريق الشيخ زايد - دبي England - المملكة المتحدة Istanbul, Turkey Kuala Lumpur, Malaysia
- مدة الدورة التدريبية: 4 أيام
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.
وظائف مناسبة لهذه الدورة
Customer service manager , customer service professional , Bank Quality ManagerQuality Management أسئلة ذات صلة
استفسر عن هذه الدورة
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