E-Learning on Service Quality

The course used the ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations. The course emphasized on (1) service quality framework, (2) engagement, (3) product development lifecycle, (4) service fundamentals, (5) measurement and feedback, (6) service culture and (7) continuous improvement. OBJECTIVES The training objectives of the course were to: • 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 course consisted of a number of online modules offered through the eCampus over a period of six weeks for an estimated total of 60 learning hours. The assessment method consisted of: • Quizzes (20%) • Interaction (20%) • Individual presentation (40%) • Post-training assignment (20%)