Quality Excellence in the Service Industry
Creating a Culture of Excellence is possible in all kinds of business environments. In service industries interaction with the customer is direct and often instantaneous, creating a unique opportunity for engagement.
Three elements are fundamental to create an excellent customer experience: culture of excellence, systems of excellence and tools for excellence.
In this course attendees will learn the basis to create and deploy their own quality excellence model.
- Why culture supersedes everything else when trying to implement a quality excellence model.
- The importance, relationships and interactions of the “Three P’s” People, Process, Purpose.
- Engaged employees make engaged customers.
- The relation between culture (behaviours) – systems – tools.
- Learning to see, going to observe, and asking how can I help you do your work? Top management job
WHO SHOULD ATTEND?
This training is addressed to quality managers, operations managers, general managers, operational excellence managers, team supervisors, customer service managers.
At the end of this training attendees will learn to:
- Understand the importance of a culture of excellence in the creation of an operational excellence and customer service model.
- Assess the current engagement of their employees.
- Discover the flow or lack of flow of their own processes.
- Use basic tools to assess and improve their own processes.
»» Introduction to Quality Excellence and Operational Excellence. (initial introduction and discussion).
»» Psychological safety and quality excellence.
»» Your three enemies: Mura – Muri – Muda.
— Mura – unevenness.
— Muri – overburden.
— Muda – waste.
»» Value stream map. How to see Mura – Muri and Muda.
»» Value Stream Map in service industries (The Ministry of Sums – VSM Simulation).
— How to construct the Current State Map.
— Evaluation of results.
— Basic development of the Future State Map.
— Deployment of the new process.
— Evaluation of results
»» Quality Excellence Deployment (the four basic systems)
— Strategy deployment.
— Visual management.
— Daily kaizen.
— Standard follow-up.
»» Operational Excellence Deployment.
»» Strategic A3.
»» Continuous Improvement, A3 and Basic Quality Tools.
»» Introduction to the Shingo Model of Enterprise Excellence.
— The relation between behaviours and results.
— Culture and behaviours.
— Systems and behaviours.
— Brief introduction to Cognitive Engineering.
— The ten principles.
»» Go and observe – The Gemba Walk.
— How to assess behaviours.
— Gemba walk exercise – Go and observe in a hotel setting.
»» Brief Introduction to Visual Management.