service quality manager certification
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The Vskills Certified Service Quality Manager certification (code vs-1173) evaluates candidates on essential service quality management skills, including total quality management and quality assessment. This certification benefits job seekers, students, and professionals aiming for career advancement in quality and customer support roles. Completing the certification can enhance employability, showcase advanced skills, and potentially increase earning potential.
service quality manager certification
- 2. Certified Service Quality Manager www.vskills.in CCCCertifiedertifiedertifiedertified Service Quality ManagerService Quality ManagerService Quality ManagerService Quality Manager Certification CodeCertification CodeCertification CodeCertification Code VS-1173 Vskills certification for Service Quality Manager assesses the candidate as per the company’s need for implementing and managing service quality. The certification tests the candidates on various areas in service quality basics, total quality management, ROQ analysis, quality management and tools, quality assessment and measurement. Why should one take this certification?Why should one take this certification?Why should one take this certification?Why should one take this certification? This Course is intended for professionals and graduates wanting to excel in their chosen areas. It is also well suited for those who are already working and would like to take certification for further career progression. Earning Vskills Service Quality Manager Certification can help candidate differentiate in today's competitive job market, broaden their employment opportunities by displaying their advanced skills, and result in higher earning potential. Who will benefit from taking this certification?Who will benefit from taking this certification?Who will benefit from taking this certification?Who will benefit from taking this certification? Job seekers looking to find employment in quality and customer support departments of various companies, students generally wanting to improve their skill set and make their CV stronger and existing employees looking for a better role can prove their employers the value of their skills through this certification. Test DetailsTest DetailsTest DetailsTest Details • Duration:Duration:Duration:Duration: 60 minutes • No. of questions:No. of questions:No. of questions:No. of questions: 50 • Maximum marks:Maximum marks:Maximum marks:Maximum marks: 50, Passing marks: 25 (50%) There is no negative marking in this module. Fee StructureFee StructureFee StructureFee Structure Rs. 3,500/- (Includes all taxes) Companies that hire VskillsCompanies that hire VskillsCompanies that hire VskillsCompanies that hire Vskills Service Quality ManageService Quality ManageService Quality ManageService Quality Managerrrr Service Quality Managers are in great demand. Companies specializing in quality or customer support are constantly hiring skilled service quality managers. Various public and private companies also need service quality managers for their quality and customer support departments.
- 3. Certified Service Quality Manager www.vskills.in Table of ContentTable of ContentTable of ContentTable of Contentssss 1.1.1.1. Service Quality BasicsService Quality BasicsService Quality BasicsService Quality Basics 1.1 What is Service 1.2 Service vs Goods 1.3 Service Characteristics 1.4 Service Sector Growth 1.5 Quality 1.6 Service Quality 1.7 Service Quality Elements 1.8 Service Quality Types 1.9 Service Quality Determinants 1.10 Service Life Cycle 1.11 Service Economy 1.12 The Customer 2.2.2.2. Total Quality ManagementTotal Quality ManagementTotal Quality ManagementTotal Quality Management 2.1 Introduction 2.2 TQM and Quality 2.3 Customers and Suppliers 2.4 The Quality Gurus 3.3.3.3. Service QualityService QualityService QualityService Quality 3.1 Defining Service Quality 3.2 Service and Product Quality 3.3 Dimensions and Attributes of Service Quality 3.4 Service-Profit Chain 3.5 Service Guarantees 3.6 ROQ Analysis Consists of Five Steps 4.4.4.4. Quality ManagementQuality ManagementQuality ManagementQuality Management 4.1 History of Quality Movement 4.2 Continuous Improvement 4.3 Quality Concepts 4.4 Principles 4.5 Customer Expectations 5.5.5.5. Quality Management ToolsQuality Management ToolsQuality Management ToolsQuality Management Tools 5.1 Base Lining 5.2 Benchmarking 5.3 TQM 5.4 PDCA 5.5 Six Sigma 5.6 Cause-and-Effect Diagram
- 4. Certified Service Quality Manager www.vskills.in 5.7 CPM/PERT Chart 5.8 Control Charts 6.6.6.6. Quality StandardsQuality StandardsQuality StandardsQuality Standards 6.1 ISO standards 6.2 CMMi 7.7.7.7. Assessment and MeasurementAssessment and MeasurementAssessment and MeasurementAssessment and Measurement 7.1 Assessment 7.2 Service Quality Assessment 7.3 Measuring the Service Quality 7.4 Service Quality & Customer Satisfaction 7.5 Quality Metrics 7.6 Service Loyalty 7.7 Service Quality Models 7.8 SERVQUAL 8.8.8.8. Customer Relationship ManagementCustomer Relationship ManagementCustomer Relationship ManagementCustomer Relationship Management 8.1 The Concept of Customer Relationship Management (CRM) 8.2 Why is CRM Important? 8.3 Implementing CRM: An Overview 8.4 eCRM – What’s Different? 8.5 Understanding the Power of CRM 8.6 Benefits and Pitfalls 9.9.9.9. Lifetime Value and Customer Profitability AnalysisLifetime Value and Customer Profitability AnalysisLifetime Value and Customer Profitability AnalysisLifetime Value and Customer Profitability Analysis 9.1 Lifetime Value 9.2 Customer Profitability Analysis 10.10.10.10. Service ExcellenceService ExcellenceService ExcellenceService Excellence 10.1 What is Service Excellence? 10.2 Employee Empowerment 10.3 Global Best Practices In Service Excellence 11.11.11.11. The Malcolm Baldrige Quality AwaThe Malcolm Baldrige Quality AwaThe Malcolm Baldrige Quality AwaThe Malcolm Baldrige Quality Awardrdrdrd 11.1 What are the Criteria? 11.2 The Ritz-Carlton Leadership System 11.3 The Baldrige Award and Ritz Carlton: A Case Study 11.4 Human Resource Focus 11.5 Quality Selection Process - QSP 11.6 Process Management 11.7 Business Results 12.12.12.12. European Foundation For Quality AnagementEuropean Foundation For Quality AnagementEuropean Foundation For Quality AnagementEuropean Foundation For Quality Anagement 12.1 The Fundamental Concepts of Excellence Results Orientation
- 5. Certified Service Quality Manager www.vskills.in 12.2 Leadership and Constancy of Purpose 12.3 Management by Processes and Facts 12.4 People Development and Involvement 12.5 Continuous Learning, Innovation and Improvement 12.6 Partnership Development 12.7 Corporate Social Responsibility 12.8 Model Criteria 13.13.13.13. Case StudiesCase StudiesCase StudiesCase Studies 13.1 Catering Company 13.2 Grocery Store
- 6. Certified Service Quality Manager www.vskills.in Sample QuestionsSample QuestionsSample QuestionsSample Questions Q.1 "Quality is defined by the customer" is?Q.1 "Quality is defined by the customer" is?Q.1 "Quality is defined by the customer" is?Q.1 "Quality is defined by the customer" is? A. an unrealistic definition of quality B. a user-based definition of quality C. a manufacturing-based definition of quality D. Representative State Transfer Q.2 Which of the following is not one of the major categories of costs associatedQ.2 Which of the following is not one of the major categories of costs associatedQ.2 Which of the following is not one of the major categories of costs associatedQ.2 Which of the following is not one of the major categories of costs associated with quality?with quality?with quality?with quality? A. prevention costs B. appraisal costs C. internal failures D. none of the above, they are all major categories of costs associated with quality Q.3Q.3Q.3Q.3 Statistical Process Control is concerned withStatistical Process Control is concerned withStatistical Process Control is concerned withStatistical Process Control is concerned with.... A. Measuring and controlling process variations B. Inspecting goods before dispatch C. Measuring the amount of re-work required to rectify faulty goods D. Identifying the security needs of an Operations system Q.4Q.4Q.4Q.4 Statistically, an improvement in a system is defined asStatistically, an improvement in a system is defined asStatistically, an improvement in a system is defined asStatistically, an improvement in a system is defined as.... A. an improvement in the mean outcome B. a decrease in the system variability C. a correction of an assignable cause D. A and B Q.5Q.5Q.5Q.5 The JThe JThe JThe Japanese term for waste is ____________?apanese term for waste is ____________?apanese term for waste is ____________?apanese term for waste is ____________? A. Muri B. Kanban C. Muda D. Kaizen Answers : 1Answers : 1Answers : 1Answers : 1----B, 2B, 2B, 2B, 2----D,3D,3D,3D,3----AAAA,4,4,4,4----D,5D,5D,5D,5----CCCC