Junaid Amjad
OBJECTIVES
To equip participants with a broad knowledge of the key issues relating to the service quality as detailed in the ISSA Guidelines;
To develop a firm understanding of the main roles and responsibilities of social security professionals in the field of service quality;
To support participants’ reflection on the application of the ISSA Guidelines on Service Quality in their own organizations;
To facilitate the formation of a network of practitioners with an understanding of the ISSA Guidelines.
CONTENT
Module 1: Service Quality Framework
Module 2: Voice of the Participant
Module 3: The Product Development Cycle
Module 4: Addressing the Service Fundamental
Module 5: Measurement and Feedback
Module 6: Fostering a Service Culture
Module 7: Striving for Excellence through continuous Improvement
ACHIEVEMENT
The E-Learning Course on Service Quality consisted of 60 hours of learning.
The assessment method consisted of:
Self-assessment (20%);
Individual presentation (50%);
Interaction and sharing during lectures and group discussions (10%);
Post-training Assignment (20%).