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Operations and Quality Systems


The effectiveness of an organisation depends both on the motivation and commitment of the employees and the management of resources (in addition to the people resources discussed in other programme modules) and networks at all levels. This module focuses on what a customer contact organisation needs to consider in both surviving and prospering (higher margins, innovative services, unique competencies etc.) and to deliver customer satisfaction.

AIMS

The aim of this module is to provide participants with both the knowledge of effective improvement activities, and the understanding of the contexts in which they may be used.

The function under consideration is that part of the customer contact centre that focuses on effectiveness and customer service as a basis of creating business profitability and ensuring value for money.

This module is concerned with the design, planning and control of the operational processes, the effective use of resources and raising the awareness of competencies, capabilities and innovation that are essential in achieving customer satisfaction.

LEARNING OUTCOMES

A successful student should be able to demonstrate:

KNOWLEDGE AND UNDERSTANDING

K1

Analyse the context within which activity occurs and be able to make the connection between quality, outputs and customers.

K2

Apply appropriate improvement techniques to organisational capabilities to ensure the effective and efficient operations.

K3

Monitor activity and apply quality requirements to improve organisational performance

K4

Define the principles underpinning effective organisational performance

INTELLECTUAL QUALITIES

I1

Analyse concepts, methods and experience of organisational performance

I2

Critically evaluate the contribution of this particular business function to an organisation

I3

Analyse and synthesise information from different sources.

PROFESSIONAL/PRACTICAL SKILLS

P1

Identify significant sources of, and pressures for improvement that impact on the organisation

P2

Apply a variety of performance and improvement techniques to an identified scenario

P3

Develop a strategy and a plan that will guide the improvement and performance process in his/her organisation

P4

Identify, describe, analyse and respond appropriately to sources of resistance to the improvement(s)

TRANSFERABLE SKILLS

T1

Communication effectively drawing on academic conventions as appropriate

T3

Capacity to evaluate complex situations

T4

Articulate concepts concisely

T5

Infer information from data

        

CONTENT

Strategic Thinking of Operations, Performance

  • The strategic importance of operations management and performance measurement
  • Performance and customer requirements
  • Examples of ‘knowledge’ organisations

Improvement and Performance Concepts

  • Origins and current thinking
  • Application and relevance

Improvement and Performance Models

  • Overview of models
  • Application of models in a customer contact environment

The Improvement Challenge:

  • How operations contribute to competitive advantage
  • Formulating an operations strategy
  • Implementation of strategies          
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Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Contact Technology
Customer Service Quality
Effective Customer Contact Centre Operations
Financial Controls and Reporting
Industry Investigation
Innovation and Change Project
Introduction to Planning
Leadership and Building Teams
Principles of Project Management
The Customer Contact Environment
Understanding Resources
You and Your Development


 

Select the event below to see more detail

2017 Summer Graduation

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