Service Improvement

Trainees will craft out a service blueprint customizing on spa context.

  • Activities to improve customer satisfaction and service
  • Process mapping techniques
  • Visual presentation of the process map
  • Steps taken to build a product or produce an outcome using standard process mapping conventions or symbols
  • Process redesign based on analysis results
  • Potential measures to improve the process
  • Execution of process changes and issues resolution

Stage 1: Operations Analysis
Creating a sound understanding of how your operation is working is fundamental to improving it.  You can’t fix performance if you don’t know what needs to be fixed. The first and most important issue is to create focus, rationalising your activities onto the things that really matter. Once you have that clarity, how do you measure performance within that focus area? How do you provide performance information in a clear simple to understand format which delivers unambiguous messages? Finally what can you do to create a repeatable rhythm of conversation about performance and improvement throughout your organisation?

Stage 2: Process Improvement
Once you understand what the issues are that need to be resolved, how do you fix them?  There is a lot of mystique associated with process improvement, complex theories and language. Once you have fixed the process, how do you make sure it stays fixed? The course takes you through the answers to all these issues in a clear and engaging way.

Stage 3: Employee Engagement
The backbone of any service improvement programme, how do you engage your team to do what is right for your customers, rather than just turning up to do a 9 to 5 job?  What can you do to unlock the enthusiasm of your staff and engage them in continuous service improvement? How targets work, what their impact is on motivation and performance.  What are the negative side effects and how to avoid them? How do you create a virtuous spiral of engagement and improvement so that your staff members actively attack problems in a controlled and sustainable way.


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