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Official Course
Description: MCCCD Approval: 4-28-1998 |
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TQM101AA
1998 Summer I – 2012 Fall |
LEC
1.5 Credit(s) 1.5 Period(s) 1.5 Load Occ |
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Quality
Customer Service: A Systems Approach |
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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. |
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Cross-References:
HCE101AA
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Go to Competencies Go to Outline
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MCCCD
Official Course Competencies: |
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TQM101AA 1998
Summer I – 2012 Fall |
Quality Customer Service: A Systems Approach |
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1.
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Explain how to increase market share in an increasingly
competitive and global economy. (I) |
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2.
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Explain how market share is lost through customer
dissatisfaction. (I) |
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3.
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Describe how a
customer service focus is reflected in an organization's/company's mission
and vision and its products and processes. (II) |
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4.
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Develop a personal vision congruent with a customer
orientation vision. (II) |
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5.
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Describe ways to create customer satisfaction internally.
(I, II) |
Go to Description Go to top of
Competencies
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MCCCD
Official Course Outline: |
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TQM101AA 1998
Summer I – 2012 Fall |
Quality Customer Service: A Systems Approach |
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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 |