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Certified Service Quality Manager

Indian : Rs.4129
International : $70
INTRODUCTION

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?

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?

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.

COMPANIES THAT HIRE VSKILLS SERVICE QUALITY MANAGER

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.

CONTENT

Service Quality Basics

  • What is Service
  • Service vs Goods
  • Service Characteristics
  • Service Sector Growth
  • Quality
  • Service Quality
  • Service Quality Elements
  • Service Quality Types
  • Service Quality Determinants
  • Service Life Cycle
  • Service Economy
  • The Customer

Total Quality Management

  • Introduction
  • TQM and Quality
  • Customers and Suppliers
  • The Quality Gurus

Service Quality

  • Defining Service Quality
  • Service and Product Quality
  • Dimensions and Attributes of Service Quality
  • Service-Profit Chain
  • Service Guarantees
  • ROQ Analysis Consists of Five Steps
  • Quality Management

History of Quality Movement

  • Continuous Improvement
  • Quality Concepts
  • Principles
  • Customer Expectations

Quality Management Tools

  • Base Lining
  • Benchmarking
  • TQM
  • PDCA
  • Six Sigma
  • Cause-and-Effect Diagram

Certified Service Quality Manager

  • CPM/PERT Chart
  • Control Charts

Quality Standards

  • ISO standards
  • CMMi

Assessment and Measurement

  • Assessment
  • Service Quality Assessment
  • Measuring the Service Quality
  • Service Quality & Customer Satisfaction
  • Quality Metrics
  • Service Loyalty
  • Service Quality Models
  • SERVQUAL

Customer Relationship Management

  • The Concept of Customer Relationship Management (CRM)
  • Why is CRM Important?
  • Implementing CRM: An Overview
  • eCRM – What’s Different?
  • Understanding the Power of CRM
  • Benefits and Pitfalls
  • Lifetime Value and Customer Profitability Analysis

Lifetime Value

  • Customer Profitability Analysis
  • Service Excellence

What is Service Excellence?

  • Employee Empowerment
  • Global Best Practices In Service Excellence

The Malcolm Baldrige Quality Award

  • What are the Criteria?
  • The Ritz-Carlton Leadership System
  • The Baldrige Award and Ritz Carlton: A Case Study
  • Human Resource Focus
  • Quality Selection Process - QSP
  • Process Management
  • Business Results

European Foundation For Quality Anagement

  • The Fundamental Concepts of Excellence Results Orientation

Certified Service Quality Manager

  • Leadership and Constancy of Purpose
  • Management by Processes and Facts
  • People Development and Involvement
  • Continuous Learning, Innovation and Improvement
  • Partnership Development
  • Corporate Social Responsibility
  • Model Criteria

Case Studies

  • Catering Company
  • Grocery Store
Frequently Asked Questions


What is Vskills?

VSkills is a “skills testing” and certification exam conducted by - ICSIL, A Govt of India Undertaking and Govt of NCT Delhi Company. Vskills is a testing and certification programme focused on prior learning. Through Vskills Assessments, individuals with learning acquired outside of a formal classroom setting have the opportunity to get certified by appearing in standardized exams conducted throughout the nation at proctored centres.

What is Vskills Certification?

Vskills Certification is a professional skill test that is conducted to assure that a person is qualified to perform a job. It is a proof that the candidate has the requisite skills to do a job.

What are the benefits that I will get by taking Vskills Certification Exam?

Some of the benefits that you get on taking Vskills Certification exam are listed below,-

- Develop skills that are valued by experts in the industry
- Vskills Certifications opens avenue for candidates in various sectors
- Vskills Certification provides an opportunity to get certified in areas where you are not formally educated
- Vskills Certification enhances the chances of employment
- CVs of certified candidates are flagged on Monster India website as “Vskills Certified candidates” to employers.
- CVs of certified candidates are also tagged on Shine.com website as “Vskills Certified candidates” to employers.
- CVs of all Vskills Certified candidates is shared with relevant employers for employment - Vskills Certified candidates are a part of the Job Centre for Life
- Vskills provides supplementary preparation material (hard copy or online videos) to candidate for easing the process of preparation.
- Vskills assessment exams are structured and regularly updated according to the industry standards
- Vskills Certifications do not require any time commitment since it is only a test and not classroom teaching.
- Vskills Certifications open avenues for candidates in various sectors
- Vskills Certifications provide an opportunity to get certified in areas where you are not formally educated
- Vskills Certifications greatly enhance the chances of employment

What is the duration of the course?

There is NO course duration for all certification exam. Exams are conducted on monthly basis and candidate has the flexibility to select the exam date from Exam Calender as per their per feasibility. Student can give the exam any time between 1 year from the date of enrollment.

What is the eligibility for registration?

There is no minimum qualification for taking up Vskills Certification Exam, so it is for everyone – from day to day users to senior management, say - Employees - Employers - Students - Teachers - Businessmen and Entrepreneurs - Housewives/Retired Professionals, etc

What is the duration of the exam?

Vskills Certification Exam is for one hour (1 hour) duration.

What type of questions are asked in the exam?

Vskills Certification Exam has 50 multiple choice questions (1 marks each), with no negative marking.

What is the passing percentage?

Passing percentage is 50% i.e., 25 marks need to be scored in order to clear the exam.

When is the the exam conducted?

Vskills Certification Exams are conducted on monthly basis and candidate has the flexibility to select the exam date from Exam Calender as per their per feasibility.

How many attempts can I give for a certification exam?

One exam attempt per registration with no limit on re-appearance.

Can I reschedule the exam?

Yes, candidate can re-shedule the exam till the date of exam after paying the re-schedule fees.

If I fail, what is the procedure to be followed for reappearing in the exam?

In case a candidate is unable to clear the exam then, candidate can register for exam retake by paying for registration fees of Rs. 1250/- but no reading material is sent.

Does the exam is available only in India?

Candidates residing outside India can register for specific certifications as listed under the international students by appearing in online open book exam.

Can I take two or more certification exams at one time?

Yes, candidate can take two or more exams at one time.

How tough will be the paper?

The certification exam is meant to assess the ability of the student in the particular domain and checks entry level to medium level skills in that particular domain. If you know the domain area, and have studied the accompanying material well, you will have no difficulty in passing the exam.

Do you provide any sample questions?

Practice tests are provided under every certification.

What is the duration of the certification?

There is no minimum duration of certification. You may register when you want; we suggest that minimum 30 days should be kept to go over the material provided at the time of registration.

Is the exam available for international candidates?

Yes, candidates residing outside India can follow the process for international students.

What kind of placement support is provided?

Vskills provides placement support to certified candidates as - CVs of certified candidates are flagged on Monster India website as “Vskills Certified candidates” to employers. - CVs of certified candidates are also tagged on Shine.com website as “Vskills Certified candidates” to employers. - CVs of all Vskills Certified candidates is shared with relevant employers for employment - Vskills Certified candidates are a part of the Job Centre for Life

In case I am unable to take the exam will my fees be refunded?

As a policy under no circumstances will the fees be refunded to the candidate after registration, unless there is a situation that is unavoidable.

When is the result declared?

Result indicating pass or fail is told to candidate after finishing of the exam. Hard copy certificate and performance report is sent to candidates who had cleared the exam. Soft copy certificate is also e-mailed.

Is the material provided by you sufficient from exam point of view or should I refer other sources?

The study material provided by Vskills is a guideline for your exam, but you can refer to other sources for further clarity on any topic.

Are there any classes provided by you to prepare for the exam?

Vskills does not offer classes for any certification exam. The candidates have to prepare on its own for the exam. NO CLASSES are provided by Vskills.

Do you charge extra for placement assistance?

There are no charges apart from the registration fees or exam re-take in case candidate is unable to clear the certification exam.

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V skills

VSkills is a “skills testing” and certification exam conducted by - ICSIL, A Govt of India Undertaking and Govt of NCT Delhi Company. It is one of the largest manpower companies of the government of NCT Delhi. VSkills certifications help candidates quantify and prove their skills in a particular domain - skills that are valued by the employer and are in great demand. Your Vskills Certificate is a proof that you have the requisite knowledge and makes you job ready - which is why employers rate VSkills certifications and look for people who have them.

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