Providing quality to customers.

Format:

• Book

Contributor:

• Institute of Leadership & Management.

Series:

• Institute of Learning & Management Super Series
• Super series

Language:

English

Subjects (All):

• Consumer satisfaction.
• Customer services.

Physical Description:

1 online resource (113 p.)

Edition:

5th ed.

Place of Publication:

Oxford : Pergamon Flexible Learning, 2007.

Language Note:

English

System Details:

text file

Summary:

Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).

Contents:

• Superseries: Providing Quality to Customers; Copyright; Contents; Series preface; Unit specification; Workbook introduction; 1 ILM Super Series study links; 2 Links to ILM qualifications; 3 Links to S/NVQs in Management; 4 Workbook objectives; 5 Activity planner; Session A Quality and customers; 1 Introduction; 2 Defining quality; 3 Design quality and process quality; 4 Quality systems; 5 Why is quality important?; 6 The cost of quality; 7 Dependability; 8 Certification and accreditation schemes; 9 Summary; Session B Towards total quality; 1 Introduction
• 2 The traditional approach to quality management3 What is total quality management?; 4 Continuous improvement; 5 Focus on the customer; 6 A commitment to quality; 7 Teamwork and trust; 8 Summary; Session C Practical steps to quality; 1 Introduction; 2 Finding ways to improve quality; 3 Working as a team; 4 Getting your team to work for quality; 5 Zero defects programmes; 6 Summary; Performance checks; 1 Quick quiz; 2 Workbook assessment; 3 Work-based assignment; Reflect and review; 1 Reflect and review; 2 Action plan; 3 Extensions; 4 Answers to self-assessment questions
• 5 Answers to the quick quiz6 Certificate

Notes:

"Published for the Institute of Leadership & Management."

ISBN:

• 1-136-37091-9
• 1-136-37092-7
• 0-08-091464-0

OCLC:

654812164