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timetable

Page history last edited by FOLIO Team 11 years ago

Week 1: Monday 24-Friday 28 August

#1 Introduction

#2 What is managing for service quality? - Briefing

#3 Monitoring Quality

#4 Total Quality Management

#5 Total Quality Management - Individual Exercise

 

Week 2: Monday 31 August-Friday 4 September

#6 Icebreaker - Buddy Group/Self-Directed Exercise

**Please note that there will be no email on Tuesday 1st September due to the UK Bank Holiday**

#7 Measuring Service Quality

#8 Measuring Service Quality - Individual Exercise

#9 Performance Measurement - Resource Guide

 

Week 3: Monday 7-Friday 11 September

#10 Performance Measurement - Buddy Group/Self-Directed Exercise

#11 Performance Indicators -Briefing

#12 The Balanced Scorecard

#13 Benchmarking - Guest Lecture

#14 Benchmarking - Buddy Group/Self-Directed Exercise

 

Week 4: Monday 14-Friday 18 September

#15 Reading Week

 

Week 5: Monday 21-Friday 25 September

#16 Improving Quality - Briefing

#17 Improving Quality - Action Plan

#18 The Cost of Quality - Reflection

#19 Impact

#20 Impact - Exercise

 

Week 6: Monday 28 September-Friday 2 October

#21 Catch-Up Day

#22 Measuring Impact - Briefing

#23 Measuring Impact - Buddy Group/Self-Directed Exercise

#24 Evaluation of Quality

#25 Quiz

 

Week 7: Monday 5-Friday 9 October

#26 Catch-Up Day

#27 Maintaining Quality

#28 Maintaining Quality - Exercise

#29 Service Excellence - Reflection

#30 Course Summary - Reflection

 

Week 8: Monday 12 October

#31 Course Conclusion

 

Portfolio Submission Deadline: Friday 23 October 2009

 

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