Are dissatisfied customers (external or internal) causing you headaches and costing time or profits? Targeted process improvement could be the key!

The ProFocus one-day workshop "Managing Quality and Process Improvement" builds your people's skills and knowledge around:

• Understanding what quality is and who dictates quality
• Defining who their customers are and what are their needs
• Understanding the connection between quality, customer loyalty and profitability / cost reduction
• Building an integrated quality management system
• Developing a client / service-focused culture
• Using quality techniques such as Six Sigma to deliver customer requirements
• Charting your processes to see the reality versus the ideal, and identify process improvement opportunities
• Analysing root causes of problems so process improvement can be targeted effectively
• Measuring process performance, process improvement, customer satisfaction and loyalty, and resulting profitability and / or cost reduction
• Involving and rewarding staff process improvement through suggestion schemes

Process Improvement builds customer satisfaction and saves money

There is lots of evidence that profits (or cost reduction and effective funds utilisation in the case of not-for-profits) are directly affected by the customer satisfaction that comes from excellence in the processes that deliver your products and services to customers (internal and external).

• Do you know the life-time value of your external customers?
• Do you know how much repeat business and profit you lose through customer dissatisfaction?
• Do you know the most important customer dissatisfiers for your customers?
• Do you know the cost in time and effort lost in dealing with customer dissatisfaction and complaints?
• Do you know the time and dollar cost of inefficient internal processes?
• Do you know what internal customer dissatisfaction is costing you in efficiency, external customer satisfaction and profitability?
• Do you know what the returns would be for investing in ongoing process improvement?

Qualified, experienced facilitators

Training tailored to your needs

Whether your organisation is commercial, local government or other not-for-profit, you will have a unique environment, systems, people and processes. We have the skills and experience to build a "Managing Quality and Process Improvement" course suited to your specific needs. Talk to us now!