Course Description & Objectives:
- Overview of quality management and customer care.
- Trends in total quality management (TQM),
- Contributions of TQM in improving all aspects of operations performance,
- The relationship between profitability, productivity and quality, Quality improvement within TQM,
- Steps involved when planning and controlling quality,
- Approaches and techniques which can be adopted in order to improve and evaluate operations, Formulation of TQM framework of services.
- Consumer behavior, clients/customer analysis.
- Communication and clientele handling.
- Customer winning and retention techniques.
- Listening to customer (procedures, techniques and practice).
- Front office management.
TOU 3109.doc