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Time - the next dimension of quality

Spend less time doing unnecessary tasks

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  • Overview

    The aim

    To make everyone aware that it is not worth spending time on anything that has no value to the customer.


    About the programme

    Spend less time doing unnecessary tasks; deliver your product or service faster and to a high quality and you'll achieve higher levels of customer satisfaction.

    It means analysing your processes and identifying which steps add value and taking out those that don't. This programme shows that to be value-added, a process-step must be seen by the customer as important, it must change the product or service and it must be done right first time.


    The key outcomes

    -Makes everyone understand they contribute to customer satisfaction
    -Makes organisations analyse their processes and work more efficiently


    Programme includes:

    DVD (18 mins)
    Leader's guide


    Information:

    An American Management Association production.

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Keywords

quality, customer satisfaction, time management, value-added, processes, customer service, quality, continuous improvement, CRM Learning


Languages

English, Portuguese