Course objectives: Participants know the most effective techniques and gain confidence when experiencing customer contact in service and acquisition tasks on the telephone.
Strategic Integrated Quality Planning (SIQP) is a specific implementation of the Total Quality Management (TQM) process consisting of Plan – Do – Check – Act.
Our training is based on customizing the SIQP model for your organization, with your Vision and Mission key drivers of focus for the process.
Course Contents: Morning
Environmental and Situational Assessment
SWOT and Resource Analysis
Consumer/Customer Segmentation and Segment Prioritization
Structuring an Implementation Plan
Strategic Leveraging of Personnel (HR case – part 1)
Implementing Cross-functional Processes (HR case – part 2)
Metrics for a Balanced Scorecard (HR case – part 3)
Gap Analysis. Tactical Adjustments and Strategic Changes.