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Results

Service commitment and certification: conducting the approach

This training course provides you with a thorough understanding of the issues involved in the service commitment approach and certification.

 -On completing this training, you will have a method and tools to build the right service commitment approach and the keys to drive it successfully.

Advantages of this training

  • The training is focused on a pragmatic and operational teaching method

Who is concerned?

Who is concerned?

Service commitment project managers/Quality charter and Quality Managers within service companies or in charge of industrial company “Services”

Prerequisites

There are no prerequisites for this training course. 

Training sequence and content

Understanding the key components of a Service quality approach

  • Learning about the Service certification framework and regulatory constraints
     

Identifying the challenges and risks/benefits involved in such an approach

  • Service commitment strategy and the internal and external effects
  • Advantages and constraints of external recognition
     

Defining commitments and creating a Service baseline

  • Definition of Service commitments: specifications
  • Customer Discussion Groups: knowing customer expectations and how to find them out - the relationship with the stakeholders/interested parties
  • Dialogue with consumer organizations
  • Choice of commitments: their range and associated objectives
  • Writing tips

Implementing the service commitment approach

  • The approach according to PDCA
  • Service activity control conditions
  • Documentation and information organization
  • Human Resources control

 

Driving the internal and external deployment of the approach

  • Resources to be allocated and internal partners
  • Management and team involvement
  • External communication

 

Evaluating and improving the Service commitment approach

  • The various assessment systems
  • Improvement actions

Why choose AFNOR Group?

We are committed to support you in the success of your training.

40 years of experience in trainings

12 training centers worldwide

A large range of e-learning training courses

10 000 students per year

Certified training courses (ICA, IRCA, …)

40 offices worldwide

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