Service Improvement is nothing new – for centuries, suppliers have been working to improve their service to their customers. Organisations have always been trying to improve the customer experience. In a nutshell, service improvement means, ‘to achieve a higher quality experience for customers’. To improve, we need to innovate – but how do leaders across our business do that? Leaders who make the personal decision to strive for something more than just the status quo are the lifeblood of JCB. Taking initiative is a key ingredient in making improvements at work, dealing with change, and providing customers with service that is far beyond their expectations.
Course ID: IAI
Innovation and Improvement
Learning Objectives
- Recognise the basics of the Service Improvement Process
- List a selection of tools, models and frameworks that can be used for Service Improvement
- Discuss how to use the Model of Improvement in relation to your own scenario
- Identify principles of creativity and innovation to increase your productivity and imagination
- Use a set of creativity tools to maximise idea generation and hold effective brainstorming sessions
- Increase confidence in the use of various creativity tools
Major Topics
- What is ‘service improvement’?
- Creative thinking
- Tools, models and frameworks
Advanced Preparations
None
Who Should Attend
Aimed at first line managers
Fields of Study
Business Management & OrganizationPrerequisites
None