Live workshopWorkforce Development training for teams
Quality Assurance & Service Excellence
- Built around your actual work
- Live online, or on-site by request
- Training careers nationwide since 2006
Workshop brief
Quality Assurance & Service Excellence
- Duration
- Half Day (4 hrs)
- Tuition
- $395.00per participant; team and private pricing by quote
- Delivery
- Live onlineOn-site, in person, by request
- Included
- Certificate of completionFor every participant
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.
Why teams book DWC
- Content, datasets, and examples built around your work before delivery
- Live online with a real instructor, or on-site at your location
- Invoicing and purchase order documentation for your organization
What your team gets
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
Course outline
How the workshop runs
Every session is live with a real instructor, and the exercises are built around your team's work.
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.
Outcomes
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
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.
Format
Online for most groups; on-site delivery by request.
Dates and options
Join a public session or book your teamBook this workshop for your team
Public sessions
Train your team privately
Schedule this workshop for your team, live online or on-site, with content built around your work. Tell us your group size, goals, and target dates.
How team training works
From first call to trained team
- 20,000+Participants trained
- 90%Completion rate
- 1,500+Organizations served
Scope it
A short call about your team, your tools, and what needs to change after the session.
Customize it
Your instructor builds examples, exercises, and datasets around your actual work before delivery.
Deliver it live
Live online for most groups, or on-site at your location, scheduled around your team.
Make it stick
Every participant leaves with reference materials and a certificate of completion.
Pricing
Tuition and ways to buy
$395.00 per participant
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.
- Per participant
Enroll a few employees at the per-participant rate.
- Private team session
Your group only, built around your data, tools, and schedule.
- Invoice your organization
DWC invoices your company directly and provides purchase order documentation.
- Multi-workshop programs
Combine workshops into a series for a department or a cohort of new managers.
Workforce Development training
Workforce development training for employees
The skills that make teams work are rarely taught: clear writing, communication, time management, prioritization, customer service, handling conflict, and presenting with confidence. DWC workforce development workshops teach them live, with practice built from your workplace.
Use them as an onboarding series for new hires, a refresher for a team under pressure, or a development step for employees who are ready for more.
Can you customize this workshop for our team?
Yes. Content, datasets, and examples are built around your actual work before delivery, so participants practice on the files, tools, and situations they deal with every day.
Is the training online or on-site?
Most groups train live online with a real instructor. On-site, in-person delivery is available by request.
Is there a minimum group size?
Most workshops booked for a team have a three participant minimum, and the Tuition section on each workshop page lists its exact terms. One-on-one sessions and smaller groups are priced case by case, and larger groups are quoted based on group size, schedule, and delivery format.
Can these workshops support onboarding for new hires?
Yes. Communication, time management, customer service, and business writing workshops can be combined into an onboarding series for new employees.
Do you offer customer service training for employees?
Yes. Customer Service Excellence and Quality Assurance and Service Excellence are built for front-line and support teams, with scenarios drawn from your own customers.
Do participants receive a certificate?
Yes. Every participant receives a certificate of completion, along with digital learning materials and take-home reference guides.
Can we pay by invoice or purchase order?
Yes. DWC invoices your organization directly and provides purchase order documentation.
Can individual employees join a public session?
When a workshop has public dates, they appear in the Dates section of this page with a registration button. If none are listed, request a quote and we will share your options.
Bring this workshop to your team
Tell us about your group and your goals. A training advisor follows up within one business day with options and pricing.