Managing Quality and Service Delivery

Aims

This unit aims to introduce the learner to the delivery of excellent customer service. The learner will also develop knowledge and understanding required for quality measurement and management of service delivery (for public service or healthcare management programmes the unit can be delivered in context).

Learning Outcomes

1. Understand how to identify and meet stakeholder needs in service delivery

1.1 Identify stakeholder groups and their expectations for service delivery

1.2 Assess the impact of poor service quality for the organisation and stakeholders

1.3 Analyse how stakeholder needs are met

2. Understand how to manage quality of service delivery

2.1 Analyse the concepts of quality and quality standards in relation to service delivery

2.2 Evaluate approaches to quality management in service delivery

2.3 Explain how quality standards are set and monitored

3. Understand how to promote continuous improvement of service delivery

3.1 Analyse the concept of continuous improvement in service delivery

3.2 Evaluate the need for continuous improvement in service delivery

3.3 Explain how continuous improvement can be implemented