wsq
service excellence
Level 4

Analyse Service Quality & Customer Satisfaction
Learning Outcomes
-Analyse service quality and customer satisfaction results to determine the organisation's performance
-Communicate findings to relevant stakeholders
-Implement improvement plans to close service performance gaps

Develop New Products/Services
Learning Outcomes
-Use data and resources to assess customer needs and expectations
-Innovate products and services
-Establish the criteria for evaluation of developed product/service offerings

Develop Service Operations
Learning Outcomes
-Develop service operations plan that is in line with the organisation's customer-focused strategy
-Communicate service operations plan to team
-Evaluate performance of service operations against organisation's key performance indicators
-Implement corrective actions to improve service operations performance

Develop Service Recovery Framework
Learning Outcomes
-Analyse service challenges to ascertain service delivery gaps
-Develop service recovery framework to address service delivery gaps
-Cascade service recovery framework to stakeholders
-Evaluate the effectiveness of service recovery strategies

Foster Service Innovation
Learning Outcomes
-Promote a service innovation culture within the organisation
-Lead your team in generating generating service innovation ideas which are in line with your organisation's evaluation criteria
-Facilitate the implementation for service innovation ideas at the workplace
-Evaluate success of implementing service innovation ideas

Lead with Service Vision
Learning Outcomes
-Recognise the roles and responsibilities of a leader in applying an organisation's vision, mission and values into operation
-Promote a customer-centric environment to influence your team to achieve service excellence
-Analyse performance of a team to identify follow-up actions for improvement

Manage Partnerships for Service Excellence
Learning Outcomes
-Establish and maintain relationships with service partners to enhance service excellence
-Assess performance of service partnerships to identify areas of improvement
-Implement continual improvements to strengthen relationships with service partners

Optimise Workforce for Service Excellence
Learning Outcomes
-Develop manpower resource plan in line with organisation's vision, mission, values and service operations plan
-Evaluate performance of team in line with service operations plan
-Optimise manpower resources for service excellence
-Communicate manpower plans and changes to service team