| Key Learning
Points |
Coverage |
| Service Sector
Organisations |
Generic features and key differences between service
organisations and others
Specific issues relating to transport/logistics
organisations; main types and features of range of
transport/logistics services |
| Customer Service |
Developing a customer focus and customer service
culture
Requirements of internal and external customers |
| Service Quality |
Understanding quality; requirements for developing and
maintaining quality
Setting quality standards |
| Total Quality
Management |
Main features of quality management systems
Policy requirements and related changes in
organisational culture |
| Determining Service
Standards |
Internal and external approaches to quality
Balancing organisational and customer requirements;
competitor analysis
Developing and using relevant performance indicators |
| Quality Control And
Quality Assurance |
Conformance and performance quality systems
Objectives and requirements of quality assurance and
Quality control |
| Methods Of Analysis |
Statistical process control techniques: uses of process
Flow- charts; cause and effect analysis; failure mode analysis for understanding problems and developing solutions |
| Costing Systems |
Costing the different elements of quality management
The PAF Model: Prevention elements: design, specification,
planning, quality assurance, inspection and training
Appraisal Elements: Evaluation and monitoring against
standards, verification and audit processes. Internal
failure costs: investigation of causes, rectification, waste,
scrap, re-inspection. External failure; repair, warranty
claims, returns-handling, loss of goodwill, legal
consequences
Process Model: Establishing costs of conformance/nonconformance.
Includes definition of processes, identification
of all elements, categorisation and cost-allocation |
| Management
Information Systems |
Role and functions of Management Information ( MI)
Types of management information – internal and
external sources. Information gathering methods. Use of
information technology and aims of relevant systems |
| Administration |
Importance of records in quality and customer care.
Types of records, purpose, relevance to customers |
| Role Of
Communications In
Customer Care |
Different types of customer information. Uses of
different channels and media for specific purposes |
Benchmarking
Business Law |
Basic definition, types, general aims, benefits, stages of
process |
| Legal Requirements |
Data protection or relevant national regu4ctions about
maintenance of security. Client and commercial
confidentiality |