3:3 Quality Standards

Question 1

What is customer service excellence?

Answer 1

Developed by the government for the public service organisation to improve their efficiency. Ensures that they’re the to priority in public service promotion.

Question 2

What is the emphasis placed on in customer service excellence?

Answer 2

Delivery of service
Whether the service is delivered on time
Understanding the customers experience

Question 3

Aims of the Customer Service Excellent Standard

Answer 3

Encourage continuous improvements in the delivery of public services.
Encourages individuals to learn new skills when dealing with customers.
Reward organisations which deliver good service on customers needs.

Question 4

What is the ISO 9001

Answer 4

Concentrates on process managements, checks that systems are in place and that everyone is sure of their role in the organisation. Trains its staff, checks that product/service is high quality and handles mistakes and responds to customers.

Advantages:
* Greater efficiency and les waste
* Successful working practices
Disadvantages:
* The time involved in the process
* Difficulty in getting some staff to accept change

Question 5

What is the EFQM?

Answer 5

Created to encourage European businesses to improve their standards.

Criteria:
Leadership
People
People results
Processes

Question 6

Inventors in People

Answer 6

Focuses on the importance of the people who work in the business and establishes a level of training practice so that people can help the business to achieve its goals.