Maricopa Community Colleges  HCE101AA   19964-19982 
Official Course Description: MCCCD Approval: 02/27/96
HCE101AA 19964-19982 LEC 1.50 Credit(s) 1.50 Period(s)
Quality Customer Service: A Systems Approach
Examination of the competitive nature of the evolving market place and the new importance placed on customer satisfaction. Emphasis on developing a systems focus for enhanced customer service both internally and externally. Prerequisites: None.
Cross-References: TQM101AA
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MCCCD Official Course Competencies:
 
HCE101AA   19964-19982 Quality Customer Service: A Systems Approach
1. Explain how to increase market share in an increasingly competitive and global economy. (I)
2. Explain how market share is lost through customer dissatisfaction. (I)
3. Describe how a customer service focus is reflected in an organization's/company's mission and vision and its products and processes. (II)
4. Develop a personal vision congruent with a customer orientation vision. (II)
5. Describe ways to create customer satisfaction internally. (I, II)
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MCCCD Official Course Outline:
 
HCE101AA   19964-19982 Quality Customer Service: A Systems Approach
    I. Quality Customer Service
        A. Past, present, and future: US/global economy
          1. Customer market trends
            a. Enhancing market share
            b. Mature market strategies
            c. Customer dissatisfaction
          2. Future projections
          3. Comparisons/criteria
        B. Scope
          1. Internal customer orientation
          2. External customer orientation
          3. Systems focus
        C. Methodology
          1. Measurement/feedback focus
          2. Team approach
          3. Continuous improvement
            a. Process
            b. Product
          4. Changing basic beliefs and habits
      II. The Customer Oriented Company/Organization
          A. Mission and vision
          B. Products
            1. Internal
            2. External
          C. Processes
            1. Internal
            2. External
          D. Case studies and application
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