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Quality Service at Monash: creating a service focus
Half day
| Target group: | Managers and supervisors of staff dealing with 'frontline' customers, either students or staff or both. |
| Group size: | Maximum of 16 |
| Level 1-2 program: | Suitable for staff with limited experience, for staff wishing to refresh their skills or for more experienced staff. |
| Schedule: |
| Date: | To be advised |
| Time: | To be advised |
| Venue: | Devon room, Staff Development Unit, level one, 700 Blackburn Road, Clayton |
| Apply by: | To be advised |
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| Cost: |
To be advised
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| Catering: | Morning or afternoon tea will be provided |
| To apply: | Register your interest |
Overview
This half-day module presents an overview of the Monash approach to quality service, and provides an opportunity for managers and supervisors to evaluate their own service delivery processes from their customers' perspective. It provides a foundation for all other manager/supervisor customer service workshops, especially module 2 in this series, Quality service at Monash: creating a service culture.
Intended Outcomes
An opportunity to work with your team to:
- Obtain a better understanding of the Monash approach to quality service
- Evaluate your own unit's service using a Monash self-assessment tool
- Identify service strengths and barriers to service within the unit
- Identify strategies to address barriers
Course Content
The workshops will present an overview of current Monash initiatives to assure and improve the quality of service delivery to students and staff, and their place in the overall Monash approach to quality. Participants will learn about major initiatives such as service level agreements (SLAs), the Monash Student Experience Questionnaire (MEQ), and other 'customer satisfaction' questionnaires, and the 'Mapping Monash' project to improve service delivery processes. They will have an opportunity to conduct a unit customer service 'self assessment' using the RATER model (sometimes known as 'Servqual'), and to identify and address service improvement opportunities.
Handouts
Handouts will be provided
Customer service resources
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