Objectives:

This programme guarantees measured improvement indifferent levels of your Public Relations activities. You will be exposed to many enlightening tools that are unmatched in the measured results they will produce for you and your organization. This is a completely interactive programme and therefore you are requested to be open minded, sharing your ideas and experiences, asking questions and hence being hundred percent participative.

Outline:

TQM Implementation

·         Introduction

·         TQM tools and techniques

·         PDS TQM Implementation

·         Planning Phase of TQM

·         Apply PDSA for Improvement

·         Getting Things Done

·         Barriers to TQM Implementation

Customer Satisfaction

·         Service Quality

·         Features of Services

·         Customer Delight

·         The Kano Model

·         Agreed Customer Requirements

·         Customer Perceived Quality

·         Customer feedback and Complaints Resolution

·         Customer feedback

·         Complaint Resolution

·         Complaint Recovery Process

Six Sigma

·         Defects and Six Sigma

·         Definition of Six Sigma

·         The Origin of Six Sigma

·         Essence of Six Sigma

·         Six Sigma Process Models

·         Design for Six Sigma (DFSS)

·         Six Sigma Implementation

·         Six Sigma, Lean, Kaizen and TQM