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Providing Quality to Customers

Customer Service >


ILM Providing Quality to Customers Course M3.19

1 Day Instructor Led Course - 7 Contact Hours



Upcoming Schedules for ILM Providing Quality to Customers :view all Leadership schedules
Dubai 22/Dec/2019 TBA TBA Enquire Now


Center Benefits - Institute of Leadership & Management Courses :

• ILM Approved Centre

• ILM Validated Courseware

• ILM Approved Trainers

• ILM Certificate upon passing assessments (ILM fees apply)

• UAE Ministry of Education Accredited Institute

• Certificate of Achievement (Ministry Attestation - fees apply) for full tracks only

• Corporate Venue: Onsite or at SitesPower


Training Quality Guarantees :

(conditions apply)

• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade


Course Objectives

When you have completed this workbook you will be better able to:
- explain what quality means
- recognize the benefits of quality improvement and development in your work, and appreciate methods of establishing the costs of quality
- have a good understanding of total quality management
- identify your customers and find ways of improving the quality of the goods and services you provide for them
- lead your team in taking practical and positive steps towards higher work quality


Assessment Criteria

Understand quality within an organization
1.1 Explain why quality is important to internal and external customers in the organization
1.2 Explain what is meant by Total Quality Management
1.3 Explain the difference between design quality standards and process quality standards
1.4 Identify one example of the cost of quality in the workplace

Know how to deliver quality within an organization
2.1 Briefly describe the quality system used by the organization
2.2 Identify two quality standards set for the organization
2.3 Briefly describe tools used to monitor quality in the workplace
2.4 Briefly describe records for maintaining quality in the workplace
2.5 Identify two practical and positive steps to improve quality to meet customer requirements in the workplace

International Curriculum

Unit 3.19 - Official ILM Curriculum, Institute of Leadership & Management


Course Outline

Workbook introduction
1 ILM Super Series study links
2 Links to ILM qualifications
3 Links to S/NVQs in Management
4 Workbook objectives
5 Activity planner


1 Introduction
2 Defining Quality

- What quality is (Activity 1, 2)

- The dimensions of quality (Activity 3)
3 Design Quality and Process Quality (Activity 4)
4 Quality Systems

- Quality control

- Quality assurance

5 Why is Quality Important (Activity 5)

- Competition

- Non-profit-making organizations

- Consumer legislation

- Other beneficiaries (Activity 6)

6 The Cost of Quality

- The cost components (Activity 7)

- Quality costs - the traditional view (Activity 8)

- Quality costs - the process cost model (Activity 9)
7 Dependability (Activity 10)

- The bath-tub curve (Activity 11)

- Reducing failure rates (Activity 12)
8 Certification and accreditation schemes

- The standards bodies

- Quality systems standards

- ISO 9000

- Certification under ISO 9001 (Activity 13, 14)

- But does ISO 90014 certification really indicate quality

- Investors in People recognition (Activity 15)
Self Assessment, Summary


1 Introduction
2 The Traditional Approach to Quality Management
3 What is Total Quality Management (Activity 16)

4 Continuous Improvement
5 Focus on the Customer (Activity 17)

- Quality and internal customers (Activity 18)
6 A Commitment to Quality

- Being consistent (Activity 19)

- Communicating

7 Teamwork and Trust
Self Assessment, Summary


1 Introduction
2 Finding Ways to Improve Quality

- Approaches to quality improvement

- Do you know where the problem lies (Activity 20)
3 Working as a Team

- Quality improvement groups (Activity 21)

- How quality improvement teams work
4 Getting your Team to Work for Quality

- Ishikawa's seven tools and techniques (Activity 22)

- Work conditions

(Activity 23)

- Recommending improvements to quality related activities

(Activity 24)
- Empowering teams (Activity 25)

5 Zero Defects Programs
Self Assessment, Summary

Performance checks
1 Quick quiz
2 Workbook assessment
3 Work-based assignment

Reflect and review
1 Reflect and review
2 Action plan
3 Extensions
4 Answers to self-assessment questions
5 Answers to the quick quiz
6 Certificate