Quality Assurance & Service Excellence
Quality is not a department. It is every handoff.
Most quality problems are not caused by carelessness. They are caused by handoffs: work passed on with an assumption the next person did not share, a step that made sense to the person who did it and to nobody else, a check that everybody assumed somebody else was doing.
This workshop treats quality as a shared system rather than an inspection at the end. Participants map where their work comes from and where it goes, find the points where errors actually enter, and build the habits that catch them early. The cost of a defect multiplies at every stage it survives, and the cheapest place to catch it is where it was made.
Operations and service managers use this where rework is high, output is inconsistent, or the same errors keep reappearing. HR and learning and development leaders use it where quality depends on many people doing something the same way. It covers the process behind service; the customer interaction itself is Customer Service Excellence.
Content, scenarios, and examples are built around your actual work before delivery. Most groups train live online, and on-site in-person delivery is available by request. This workshop is available by request only, with a three participant minimum, and sits alongside our other workforce development workshops for teams.
This course includes
- Live, instructor led half-day workshop
- A mapping exercise of each participant's real work chain and handoffs
- Techniques for catching errors at the source rather than downstream
- Practice raising and receiving defects without blame
- Digital learning materials and take home reference guides
- Certificate of completion for every participant
Description
The session opens by mapping the chain. Participants trace their own work backward to where it comes from and forward to where it goes, and identify who depends on it. Most have never seen it laid out, and the exercise usually surfaces two or three handoffs where nobody owns the check.
The middle is error prevention at the source. Participants learn why defects get exponentially more expensive the further they travel, practice checking their own work before it moves, and build the specific verifications that catch the errors their role actually produces. They work on making a handoff explicit rather than assuming shared context.
The last stretch is the culture question, which is where most quality initiatives fail. Participants practice raising a defect without it landing as an accusation, receiving that without defensiveness, and separating a process failure from a person failure. They leave with a standard the team defined together rather than one imposed on them.
What You'll Learn at a Glance
- Map your work as part of a chain and identify who depends on it
- Find the handoffs where errors actually enter
- Check your own output before it moves downstream
- Make a handoff explicit rather than assuming shared context
- Raise a defect without it becoming about blame
- Receive a quality concern without defensiveness
- Separate a process failure from a person failure
Details
Duration
Prerequisites
There are no prerequisites for this workshop. It is appropriate for professionals at all experience levels. Teams focused on the customer-facing interaction can pair it with Customer Service Excellence.
Your Workforce Training Goals, Customized to You
DWC provides expert workforce development training aligned to your organization’s needs, your funding requirements, and your participants’ skill levels. With customization at every level, from content to scheduling to delivery format, DWC builds workforce training programs that produce measurable outcomes.
20,000+ Participants Trained | 90% Completion Rate | 1,500+ Organizations Served
Tuition
Quality Assurance & Service Excellence is available by request only, scheduled around your team.
- $395 per participant, with a three participant minimum
- Private training: request a custom quote. One on one sessions and teams below the three participant minimum are priced case by case
- Larger groups: request a custom quote. We price larger cohorts case by case based on group size, schedule, and delivery format
- Optional courseware: the Quality and Service Excellence Student Guide (Logical Operations) is available at $60 per participant and is not included in the course price
Colorado state agencies, higher education institutions, cities, counties, school districts, and certified nonprofits may purchase this course directly through our State of Colorado Price Agreement. Request a quote and we will build pricing around your team.