Course details
The main purpose of this course is to give an integrated view of quality management, quality systems and improvement techniques: how they are linked and how they can be integrated to the organization. The participants will learn how to use internationally recognized quality measures, develop, track and monitor service KPI?s, apply and benchmark against international standards, use business process improvement techniques to simplify processes and eliminate customer complaints. This course translates the demand of the banking industry to deliver a superior customer-focused culture, where the resources of the bank and its employees are constantly striving to attract, satisfy and retain customers.
Learning Outcomes
On successful completion of this course, participants will be able to:
- Implement a structured mechanism to obtain Voice of Customer
- Understand the concept of Customer Advocacy and ways to measure customer advocacy scores
- Enable service recovery
- Plan and prioritize continuous action plans in tandem with business strategic initiatives
- Obtain a basic knowledge of business process re-engineering and the tools
- Develop key service performance indicators to define what success should look like
- Embed a robust process to measure, track and report progress
- Embed service mind-set and service behaviour by engaging all levels of staff
Target Audience
The course is targeted at junior to mid-management employees of the financial sector.
Entry Requirements
None required
Updated on 08 November, 2015Course Location
About Bahrain Institute for Banking & Finance
We_They plays a vital role in the training and development of human capital in the Kingdom of Bahrain. Our commitment to excellence has strengthened our position as the top provider of quality education across all major business disciplines. We serve as a partner to numerous world-class institutions; delivering thought leadership, research and advisory, assessment and training in the areas of Accounting and Finance, Academic, Executive Development, Banking, Leadership and Management, Insurance, Islamic Finance and Information Technology; resulting in a complete business solution.
We_They covers a wide spectrum of subject matter, with over 300 different courses offered to the financial and corporate market; tailor-made training solutions based on organisational requirements; specialised programmes taught by leading market specialists; and professional qualifications and degree programmes in partnership with major international organisations.
We_They continues to exceed global benchmarks for many of the qualifications it offers with its affiliates.
Since its inception in 1981, We_They has grown from training 450 applicants a year primarily within the banking industry, to 20,000 drawing participants from all sectors of the economy, and are proud to have qualified over 200,000 learners in the last 3 decades.
Our faculty comprise of market practitioners, academics and qualified senior industry professionals. Their perse backgrounds ensure an enriched participant experience, striking the perfect balance between theory and practice.
We_They has made its mark internationally with clients in Asia, Africa, Europe, USA and the Middle East, well on its way to becoming the global institute of choice.
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