Certificate in Managing Quality and Service Delivery
(Level 6 – 15 Credits)

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The Certificate in Managing Quality and Service Delivery is a 15-credit Ofqual regulated qualification and is the equivalent level to a 15- credit level 6 course. This course has been designed to enable learners to develop the knowledge and understanding required to manage and deliver excellent customer service. To achieve this certificate, learners must achieve the learning outcomes and meet the standard specified by the assessment criteria for the unit. Learners can approach this unit theoretically although the assignment work must be in context and include examples and illustrations from the learner’s own experience or research. The work can be applied across the business sectors or in a specific context, for example, public service or healthcare.

Total Qualification Time: 120 Hours

Total Guided Learning Hours: 60

Total Credit Value: 15

Managing Quality and Service Delivery

This course aims to enable learners to develop the knowledge and understanding required to manage and deliver excellent customer service. The learners will:

• Understand how to identify and meet stakeholder needs when managing quality and service delivery
• Understand how to manage quality and service delivery
• Understand how to embed quality improvement and service delivery

Indicative Content

1. Understand how to identify and meet stakeholder needs when managing quality and service delivery

• Identification of different stakeholder groups and their needs; External customers, Internal customers, Other business stakeholder groups, for example, employees, Perceptions, Expectations, Individual needs.
• Impact of poor quality service; Organisational reputation, Brand loyalty, Organisational position in the market, Meeting of organisational strategic aims, Accountabilities, for example, public sector –stakeholders, Government; private sectors – shareholders, lenders, Meeting required standards, for example, healthcare impacts of failure in delivering healthcare services, impact on financial figures.
• Meeting the needs of stakeholder groups: Balancing needs of different stakeholder groups, Delivering and measuring excellent service, Setting service standards and Service Level Agreements, The importance of managing and monitoring service delivery, How to manage and record service delivery, customer driven management.

2. Understand how to manage quality and service delivery

• Quality and Quality Standards: Quality definition, Dimensions of quality for service delivery, Quality systems, ISO9000/9001, Other quality systems, for example, IIP Quality management, Total quality management.
• Implementing standards; Excellence model, Theories of quality – Deming, Juran, Crosby, Quality strategies in service delivery, Developing a quality led organisation, Job roles in quality management, Staff involvement in organisational quality management.
• Setting, monitoring and maintaining standards: How standards are set, Implementation of ISO9000/90001, Auditing quality feedback mechanisms, for example, questionnaires and surveys, Good practice in standard setting and methods for evaluating quality, service delivery.

3. Understand how to embed quality improvement and service delivery

• Concept of continuous quality improvement: History in manufacturing and application to service delivery, theories and techniques, for example, Kaizen, Total Quality Management, Lean Production and Lean Management, Deming Cycle, Benchmarking, Pareto analysis, Force Field Analysis, etc.
• Embedding continuous quality improvement and service delivery is required to meet stakeholder: Needs, Perceptions, Expectations.
• Investment in staff and resources
• Value for money and best practice