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Live Webinar

90-minute live streaming program
  • February 20
  • 1:00 - 2:30 pm EST

Managing Quality and Service: How to Receive What You Desire

February 20

Learn measures to improve quality service by connecting the technology, people, processes and leadership in a cross-reference methodology.

Service and quality cannot be determined by product and price alone. The quality of the leadership, training, processes and corporate culture are deeply intertwined to achieve the most effective results. Each component is dependent upon the other. Today’s market demands results. In order to achieve this we must hold companies and teams accountable to total quality management. The strategic influence of investing in quality technology, engaging people who are effectively right for the job, developing assessments, connecting management and company culture to productive interactive system will yield the results many companies seek in quality of service for its internal and external supply chain. Understanding quality people, processes, accountability and cultural dimensions must be deliberate with decisions focused towards the highest results of quality service.

Learning Objectives

  • You will be able to identify how service quality is interdependent on people, processes and culture.
  • You will be able to explain how to implement an internal quality service program.
  • You will be able to describe the five pillars of sustainable quality and service.
  • You will be able to discuss how to utilize the TEAMS approach to assess and implement crucial management for internal quality and service.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Technology
  • Invest in Innovation
  • Interactive B2B Self-Service: Design Thinking
  • Digital Transformation Aligning Technology for Quality
  • Internal Knowledge Network
Engagement
  • A Steadfast Commitment to Your Why
  • The Business Case for Transparency
  • Employee Ownership of Quality
  • AIT Model of Learning: Leadership, Team and Supply Chain: Always in Training (AIT)
Assessment
  • Sustainable Development and Understanding the Cost of Quality (COQ)
  • Valuable KPIs: Measuring as a Norm
  • Monitoring Customer Health and the Rise of Their Success
  • How Survey Tools Can Be Effective in Identifying Issues and Managing Quality and Service
Management
  • Culture and Its Impact on Results
  • 3 Dimensions of Service Quality
    • Reliability
    • Responsiveness
    • Assurance
  • Quality Culture Transformation Program
  • Linking Cultural Dimensions and Service Quality
Systems
  • Develop Micro Business Eco Systems
  • Process Capabilities: Implement Lean and Realistic Efficiency Processes
  • Internal Quality Improvement Initiatives
  • Team Problem Solving System
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

Live Webinar Registration

  • CPIM/CFPIM/CSCP 1.0
     
  • This program may qualify for 1.0 certification maintenance points toward the CSCP, CPIM and CLTD designations through The Association for Operations Management.
     
  • ISM 1.5
     
  • Participants who successfully complete this program will receive 1.5 hours of continuing education. They may be applied toward ISM CPSM, CPSD or C.P.M. recertification. ISM's consent to approve hours for this educational event is not an endorsement of this program or its content by ISM.
     
  • CPE 1.8 including Finance 1.8
     
  • Lorman Education Services is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: https://www.nasbaregistry.org/cpas/complaints. For more information regarding administrative policies such as complaint and refund, please contact our offices at 866-352-9539. CPE Credit: Maximum Credit Hours: 1.8 each session (based on a 50 minute credit hour). You must attend at least 50 minutes to obtain credit. Field of Study: Finance for 1.8 hours. Prerequisite: basic knowledge of purchasing contracts. Level of Knowledge: Intermediate. Teaching Method: Seminar/Lecture. Advance Preparation: None. Delivery Method: Group Internet Based. Please refer to the information in this brochure for outline, course content and objectives. Upon completion of this course, you will receive a certificate of attendance. Final approval of a course for CPE credit belongs with each state's regulatory board. Please note: In order to receive CPE credit for this course you MUST use the streaming audio option, as well as enable and complete the required progress checks.
     
  • Lorman Business Center, Inc. is a registered provider for CPA CPE through the State Education Department of New York, Sponsor number: 000640. The following course will carry the subject area of Specialized Knowledge and Applications for 1.5 hours.
     

Who should attend?

This live webinar is designed for purchasing managers, material managers, presidents, vice presidents, business owners and managers, CFOs, controllers, accountants, contract administrators, and senior buyers.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Cherie Avinger

Cherie Avinger

Visionary Perception, Inc.

  • President/CEO in the office of Visionary Perception, Inc.
  • CIO consultant in the office of RCL Agencies, Inc.
  • Expert in building rapid development, highly effective teams, innovative processes & maximized profits for mid & large level corporations
  • Certification Entrepreneurship Essentials, Harvard Business, HBx
  • Certified Professional Coach, IPEC & accredited by the International Coach Federation
  • Masters Certification in the Global Supply Chain Management, Michigan State University
  • Certified in DISC & MBTI
  • Author of the innovative Visionary Perception™ & Lee Systems AIT training models and coaching programs
  • A member of SHRM, Chamber of Commerce, Change, Create, Transform Org, NAPW and NSA
  • Mentor, Montclair State University Accelerated Business Program
  • M.A. degree in organizational development & leadership, St. Joseph’s University; B.A. degree in business education & management, Montclair State University
  • Can be contacted at 973-932-9650 or [email protected]
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
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  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 406374
Published 2020
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