This programme gives participants the essential skills and techniques to improve service delivery in a wide range of organisations.

Delivered through highly interactive workshops centered around real work based challenges.. It draws on established and cutting edge service improvement tools  from all sectors and applies these to tangible and measurable service improvement though an ILM assessed viable work based improvement project.

Case studies will be tailored to the sector and the client.

Cohorts can be from 8 to 12 participants and are priced on day rate basis regardless of numbers for commissioned programmes. (click here for a quotation or to enquire)

Level 3 Service Improvement content

o Induction
o Understanding practical change theory and its relevance to service improvement
o Getting buy in and tackling resistance
o Identification of individual improvement projects
o Using the Service improvement tool kit
o Practical exercises
o Theories and tools for quality Kaizen, continuous improvement TQM, Blue Ocean Strategy.
o Services expectations and how to map them
o Demand mapping & the concept of fast fixes
o Electronic service delivery and how to design & specify web delivered services
o Practical exercises
o Terms of reference for own service improvement project
o Background and development of models
o Basic principles of DMAIC & DMADVA
o 7 Wastes, 5 Whys, Process re-engineering, run time charts
o Decision talking for service improvement – models and practical exercises

If you are an individual who is interested in doing this programme by distance learning contact us here.

For full course information and costs download the brochure by completing this form

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