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1 Imsimbi Training proudly presents Customer Services Excellence for Managers ISO aligned 2 DAYS Imsimbi Training is a fully accredited training provider with the Services Seta, number 2147, as well as a Level 2 Contributor BBBEE company. This course is accredited by the Services Seta and material covers unit standards at NQF level 5 and is worth 6 credits. julius@imsimbi.co.za - tammy@imsimbi.co.za - margaret@imsimbi.co.za - prince@imsimbi.co.za - gloria@imsimbi.co.za

2 COURSE OBJECTIVES This course is endorsed by DQS an internationally accredited certification body. The course is closely aligned to the ISO / TS (Customer Service Excellence standard). The course focuses on the ISO quality standards and the ISO Customer Service Excellence standards. 2 Day course Understanding customer needs and wants, delivering on time, charging a fair price and a quality product or service are the key drivers of a successful business. Consumer research shows that consumers rarely buy on lowest cost alone; they also want the service or product when promised, at the right quality, with a clear indication that the product / service will be backed-up by a guarantee that the business will fix any problems or issues promptly if the product / service doesn t perform to their expectations. This two day workshop shows you the steps you need to take to run a successful customer facing and quality driven business. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organisations customer service excellence and quality standards. COURSE OUTCOMES On completing this course, participants should be able to: Put a customer quality management system into place Better understand the customer service attributes needed for service quality Relate to the roles of the customer in defining needs; measuring value delivery

3 Create value in the workplace by reducing process wastes which add little customer value Develop work flow, work procedures and work instructions Relate to the role of business software in controlling, optimising and increasing efficiency and effectiveness in the customer supply cycle Define the concept of the overall supply chain. Outsourcing services, customer relationship management; measuring supply chain performance. Use continuous improvement methods and essential quality tools to up service performance and analyse operations performance Identify the factors influencing customer experience Use customer surveys to identify customer views and perceptions; survey techniques Manage supplier relationships; key performance factors in supplier performance measurement The benefits and decisions relating to outsourcing. COURSE OUTLINE Module 1 Quality Management Customer Service Discuss and relate to the concepts of Customer needs and expectations Supplier management The customer experience

4 Customer service strategy Customer satisfaction and Customer loyalty drive profitability The 9 key principles of customer service ISO Customer Service Standards The Customer Service Policy The Customer Service Objectives The Customer Service Strategy The Customer Service Tactics Module 2 Quality Management Customer Service Relate to and comment on what is described as the: 1. Ten Dimensions of Service Quality 2. The 3 Roles of the Customer 3. Tools for Creating Market Value 4. What are Customer Needs and Wants 5. Understand the importance of quality management 6. Identify the key components of an ISO quality management system 7. Describe the factors that cause quality management systems to fail 8. Understand the different ways that you as an employee can affect quality 9. Use the material presented to develop a quality-centered approach to your role 10. Identify the role of the quality management system and the interdependencies within your organization required to make it function

5 Module 3 Creating Value in the Workplace Relate to and describe to: 1. Create value by removing waste 2. Classify work operations 3. Flow the business operation 4. Carry out the steps to create work flow and customer satisfaction 1. Identify the work operations 2. Develop the Process Flow Diagram (PFD) 3. Construct Flow Diagram 4. Value Stream Mapping 5. Defining the Work Activity Families 6. Standardising Work Module 4 Business Software Relate to and describe the concepts of business software applications: 1. An integrated system the ERP (Enterprise Relationship Process) 2. Examples of software managed business processes 3. The impact of e-business and e- commerce Module 5 The Supply Chain Discuss what the concept of a Supply Chain is and describe the key relationships between supplier and customer. State the objectives of a supply chain in terms of:

6 Quality The implication is that at each stage of the supply chain is that errors in each stage of the chain can multiply in their effect on end customer service. This means that at every stage responsibility must be taken for its own and its suppliers performance Speed How fast customers can be served The speed at which goods and services move through the chain Dependability Dependability of the throughput time Level at which on-time and in-full can be reached Flexibility The ability of the chain to take care of changes and disturbances The concept of the agile supply chain which is sufficiently flexible to cope with changes, either in customer demand or the supply capabilities Cost The transaction costs along the supply chain Finding appropriate suppliers Setting up contractual agreements Monitoring supply performance Transport Holding stock Describe the concept of customer relationship management (CRM) as an important tool in linking all aspects of the supply chain customer process in a business. Relate to approaches of supply chain measurement. Describe what is supply chain management and its related activities. Module 6 Use Basic Quality Tools 1. Relate to the concept of a customer quality process 2. Describe what is meant by the Cost of quality

7 3. State the objectives of Continuous improvement and discover the tools which include the PDCA cycle, 5W2H, Cause & Effect diagrams which assist in continuous improvement COURSE OUTCOMES 4. Relate to the meaning of ISO 9000 certification 5. Use basic quality analysis tools Module 7 Customer Surveys 1. Determine how to identify the factors influencing customer experience 2. Put into place customer surveys 3. Review Measurement approaches 4. Discuss survey techniques Module 8 Supplier Relationships & Outsourcing 1. Discuss supplier relationship management (SRM) 2. Describe activities in the management of SRM 3. Describe key supplier performance measurements 4. State the benefits, pros and cons of outsourcing This training programme is endorsed by DQS South Africa and is an essential component of the DQS Customer Service Excellence assurance programme.