- Payment Terms: Enquire
- Duration / Course length: 4 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
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 Updated on 16 May, 2024
Eligibility / Requirements
There are no eligibility requirements to attend this course.
Job roles this course is suitable for:
Customer service manager , customer service professional , Bank Quality ManagerAbout Convertas
CONVERTAS is a reliable advisory firm, helping organizations develop their activities to align with their objectives adopting the best practices.
Our trainings and workshops cover all areas of business including Management,Soft Skills and Human Resourses Management, Marketing and Sales, Accounting and Finance, Procurement and Logistics, targeting organizations, managers and employees. Whether in-house or public, trainings are organized with the highest qualified trainers.
Our methodology relies more on the use of audio-visual impact which is more effective than the lecture style. Presentations, videos and simulations methods have proven to be very effective for people to remember.
Moreover, doing and teaching are the best vehicles for learning and remembering. This includes involving the trainee in the teaching process by interacting, through completing worksheets and inciting to explain and present what is acquired.
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