Global Learning for Operational Leaders
Classroom
15 sessions
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Online / Live
15 sessions
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Introduction
Course overview
Service quality is harder to define and measure than product quality because services are intangible, produced and consumed simultaneously, and heavily dependent on people. Yet customers judge organisations by the quality of every interaction.
This Aractech course applies quality management principles to service organisations such as banks, hospitals, hotels, government services and utilities. Topics include service quality dimensions, service design, standards and SLAs, front-line empowerment, measurement, complaint management and continuous improvement.
Participants develop a service quality improvement plan for their organisation.
What you will achieve
Learning objectives
- Understand service quality characteristics and dimensions
- Design services and service standards
- Measure service quality and customer satisfaction
- Empower front-line employees
- Manage complaints and service recovery
- Implement continuous improvement in services
Who should attend
Target audience
- Quality managers in service organisations
- Customer service managers
- Operations managers
- Public sector service managers
- Hospitality and healthcare managers
- Front-line supervisors
Methodology
Learning approach
- Service case studies
- Service blueprinting
- Measurement exercises
- Role plays
- Improvement planning
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Service Quality Concepts
- Characteristics of services
- Quality dimensions
- Customer expectations
- Service gaps
- Coffee break
- Service gaps (continued)
- Cost of poor service
- Exercise: Service quality audit
Day 2
Service Design
- Service blueprinting
- Standards and SLAs
- Process design
- Coffee break
- Process design (continued)
- Technology in services
- Workshop: Service blueprint
Day 3
People and Service
- Front-line empowerment
- Training
- Service culture
- Coffee break
- Service culture (continued)
- Recognition
- Role play: Service recovery
Day 4
Measurement
- Customer satisfaction measurement
- Mystery shopping
- Service KPIs
- Coffee break
- Service KPIs (continued)
- Dashboards
- Exercise: Service KPI design
Day 5
Improvement
- Complaint analysis
- Improvement methods
- Quality systems in services
- Sustaining improvement
- Coffee break
- Sustaining improvement (continued)
- Case study: Service turnaround
- Capstone: Service quality plan
FAQ
Frequently asked questions
What does Quality Management in Service Organisations (QP-011) cover?
This course covers Quality and Productivity through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 16 - 20 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Quality managers in service organisations, Customer service managers, Operations managers
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Amsterdam, London, Munich, Paris, Cape Town, Barcelona.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
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Choose an available date and venue, add your participants, and we will email a formal quotation for Quality Management in Service Organisations to your business address.