Home
Module overview
1. The concept of Quality
1.1 The concept of Quality
1.2 The role of Quality in business
1.2.1 Measuring Quality and performance
2. Quality Assurance
2.1 The genesis of ISO 9000
2.2 QA as a system
2.3 The ISO 9000 series
2.3.1 The nature of standards
2.4 The path to accreditation
2.4.1 Development
2.4.2 Implementation
2.4.3 Maintaining the system
2.5 The role of Quality Assurance
3. Total Quality Management
3.1 Productivity, profitability and quality
3.1.1 Cost and quality
3.2 TQM
3.3 Implementing Quality
3.4 The thinkers and their teachings
3.4.1 Deming
3.4.2 Juran
3.4.3 Crosby
3.5 TQM - core concepts
3.6 Implementing TQM
3.6.1 Establishing the quality culture
4. Kaizen - continuous improvement
4.1 Customer satisfaction: a broadening base
4.1.1 A comment on customer satisfaction
4.2 The Motorola approach
4.2.1 The background
4.3 Implementing Six Sigma
4.3.1 Six Sigma - a panacea?
4.3.2 Innovation, kaizen and Six Sigma
4.4 Process management
4.4.1 Process improvement tools
5. Quality in transport
5.1 Quality in a service industry
5.2 Implementing quality in transport
5.2.1 Benefits of environmental responsibility
5.2.2Contribution to profitability
5.3 Quality Costs
5.3.1 Quality costing in practice
5.4 Multimodal transport and sub-contracting
5.5 Quality in the operator-client relationship
5.6 Importance of Quality to transport services
6. Quality of customer service
6.1 Link between quality and customer service
6.2 Defining customer service quality
6.3 Customer service quality failures
6.4 Improving customer service quality
6.4.1 Pros and cons: SERVQUAL in practice
7. The customer service concept
7.1 Exceptional service = repeat business
7.2 Value: the fundamental equation
7.3 A note on terminology
7.4 Recognise all the players
7.5 Key element for success: know your customers
7.6 What is a service?
7.7 The rise of the service society
8. The role of management: corporate principles
8.1 "Everybody pitches in"
8.1.1 Raising the bar
8.1.2The role of senior and top managers
8.2 The functions of management
8.3 Approaches to customer services: industry examples
9. Know your customer: exceeding expectations
9.1 Identifying and fulfilling customers' needs and expectations
9.1.1 Initial impressions: starting out right
9.1.2 Identifying customer needs
9.1.3 The right amount of attention
9.2 The right attitude: the right approach
9.2.1 Maintaining a positive attitude
9.2.2 Positive attitudes offer a formula for success
9.2.3 Promise good. Deliver great!
9.2.4 Showing that you care
9.2.5What is in it for you?
9.3 Know your competition
9.3.1 Key questions about competitors
9.4 A note on ethics in customer service
10. Taking care of challenging customers: complaints are opportunities!
10.1 Welcoming complaints
10.1.1Some facts about customers
10.2 Handling complaints:
10.2.1 a postcard from the sharp end
10.2.2 Recoveries
10.2.3 What to do
10.3 Testing your standards
10.3.1 So how can you get assistance in using these techniques?
10.4 Unhappy customers? Difficult customers?
11. The rights of the customer and the service provider
11.1 What are these rights?
11.1.1 Moral rights
11.1.2 Consumer Rights
11.1.3 Legal rights and responsibilities: the Trade Practices Act
11.2 The impact of fair trading legislation
11.2.1 Fair trading and communication
11.2.2 Customer service pyramid
11.3 A note on e-commerce
12. Communication in the servicescape
12.1 Communicating effectively
12.1.1The effect of ineffective communication
12.2 The communication process
12.3 Barriers to effective communication
12.3.1 Individual perception
12.4 Non-verbal communication
12.4.1 A matter of terminology
12.4.2 It is not what you say but how you say it
12.4.3 A word of warning
12.5 Customer service on the telephone:
12.5.1 a performing art
12.5.2 A note on speaker phones
12.6 Email and the Net
10.2 Handling complaints:
Back Page
-
Next Page