8. Total Quality Management - The Personal Service Actions (1 Day)
WHO FOR :
All management and staff involved in the introduction of a company-wide Total Quality Management programme.
AIMS OF THE PROGRAMME
- To help participants understand and be aware of the principles and values of a Total Quality Management programme, and thus prepare the groundwork for the initiative.
- Explain the part staff already contribute and can play in the future, directly and indirectly, in living the principles of Total Quality Management, either individually or as part of a Project Customer Action Team.
- Improve the personal service actions of individuals by upskilling participants on interpersonal skills.
- Foster between delegates a confident, positive attitude towards themselves, each other and their internal and external customers, thus building everyone's self-esteem and enjoyment of work.
CONTENTS AND METHODS
Ultimately all employees should be fully involved in a Total Quality Management programme, not just on a physical but on an emotional level. This programme seeks to sow the seeds of such a culture transition.
THE COURSE WILL BE HIGHLY PARTICIPATIVE AND WILL COVER THE FOLLOWING:-
- Total Quality Management in context.
- The basic principles of Total Quality Management.
- Definitions of service and customers in a TQM context.
- The results of giving poor internal customer service for:-
- The giver
- The receiver
- The giver's department
- The organisation
- The "behaviour chain reaction phenomenon".
- The "behaviour-led relationship vortex".
- Video case study of personal service actions and the internal customer.
- Defining what your internal and external customers want from you.
- 1000s of 1% improvements.
- Your attitude, behaviour, habit and how it affects your happiness and performance at work and at home.
- Personal motivators to do a good job, and how TQM can help them.
- The basic interpersonal skills of a TQM culture change.
- Questioning and Active Listening techniques.
- Advanced interpersonal skills.
- Consulting and Counselling behaviours.
- Assertiveness and creating win-win situations for yourself and colleagues.
- Agreeing Target milestones for service.
- Moral levers, Empathy, Self-disclosure, Supportive statements, Reverse Empathy, Establishing Agreement, Constructive feedback.
- The benefits to you of being seen as an excellent service-giver both internally and externally.
- Measuring your own and department's personal service effectiveness by auditing the people to whom you supply service.
This course will equip participants with the personal wherewithal to achieve both an attitude and behavioural change conducive to a Total Quality Management culture when fostered by management within an organisation.