Master tools and metrics for measuring, managing, and improving service quality.

Service Quality Optimization Essentials
Course Features:
  • Language: English
  • list-box-outline Track: Service Management
  • Duration: 30 hours
  • layers-outline Level: Beginner
  • Learning Mode: Learn at ALC or Learn at Home
  • Jurisdiction: Maharashtra
  • Certificate of Completion

Eligibility
  • Learner should preferably a std. 10th Pass student (Not Compulsory)
  • It is desirable that Learner should have done MS-CIT Course (Not Compulsory)

Introduction

  • Describe the quality, quality control, causes of variation and stages of quality.
  • Discuss the elements, benefits and requirements of Just in Time
  • Examine the steps, principles, and case studies of Total Quality Management.
  • Diagnose the dimensions, gaps and functioning of Serviqual
  • Identify the different types, advantages, disadvantages, and practical application of service quality design.
  • Describe the characteristics, principles and tools for service quality guarantee and improvements.
  • Compare the concepts of lean and six sigma, its principles, and applications.
  • Classify different Strategic location considerations and their uses in improving quality.
  • Explain the concept of Geographical Information System (GIS) and their uses in location considerations.
  • Identify the Strategies, Techniques, and principles behind strategic Location selection.
  • Examine the practical approach used in quality improvement with the help of multiple case studies.

What you'll learn ?

  • Interpret the stages of quality involving quality control to manage variation and ensure high quality.
  • Diagnose the lean manufacturing approach, benefits and requirements of Just In Time.
  • Review the implementation of principles and systematic steps while incorporating organization's operations using Total Quality Management
  • Examine the complex model that encompasses various dimensions, addresses gaps in service quality by evaluating customer perceptions and expectations using Serviqual.
  • Interpret the practical applications of service quality design, its types, advantages and disadvantages.
  • Review the specific principles, employing appropriate tools, and implementing effective strategies for guaranteeing customer satisfaction and continuous improvement.
  • Review the intricate fusion of lean principles and the systematic approach of Six Sigma in a powerful methodology for improving processes and achieving operational excellence.
  • Paraphrase various factors related to strategic location positioning and their applications in enhancing quality.
  • Interpret the notion of Geographic Information Systems (GIS) and their applications in assessing location factors.
  • Interpret the intricate and multi-faceted principles, techniques, and strategies involved in strategic location selection.
  • Assess the realistic method employed in enhancing quality through the utilization of various case studies.

Certification

  • KLiC courses are recognised by Yashwantrao Chavan Maharashtra Open University (YCMOU).
  • MKCL provides certificate to the KLiC learner after his/her successful course completion.
  • Yashwantrao Chavan Maharashtra Open University (YCMOU) provides mark sheet to successfully passed KLiC learners (Jurisdiction: Maharashtra).

Academic Approach

The academic approach of the courses focuses on the “work-centric” education i.e. begin with work (and not from a book!), derive knowledge from work and apply that knowledge to make the work more wholesome, useful and delightful. The ultimate objective is to empower the Learner to engage in socially useful and productive work. It aims at leading the learner to his/her rewarding career as an employee or entrepreneur as well as development of the community to which s/he belongs. Learning methodology:

  • Step -1: Learners are given an overview of the course and its connection to life and work.
  • Step -2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
  • Step -3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
  • Step -4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
  • Step -5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
  • Step -6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
  • Step -7: Learners are engaged in appreciation of real-life case studies developed by the experts.
  • Step -8: Learners are encouraged to proceed from appreciation to imitation of the experts.
  • Step -9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
  • Step-10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
  • Step-11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
  • Step-12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!

Syllabus

  • Assurance
  • Reliability
  • Responsiveness
  • Empathy
  • Tangibles
  • Gaps in Service Quality
  • Case Study - Club Med
  • Types of Gaps in Service Quality - gap 1, 2
  • Types of Gaps in Service Quality - gap 3,4
  • Types of Gaps in Service Quality - gap 5
  • Measuring Service Quality
  • SERVQUAL
  • Dimensions of Servqual
  • Servqual: Functioning & Applications
  • Gap 1
  • Gap 2
  • Gap 3
  • Gap 4
  • Gap 5
  • Advantages & Disadvantages of Servqual
  • Case Study - SERVQUAL - Zomato
  • Walk-through Audit
  • Differences between a Walk-through Audit and a customer satisfaction survey
  • Designing a Walk-Through Audit
  • The Walk-Through Audit as a Diagnostic Instrument
  • Innovation in Measuring Service Quality
  • Case Study - Pizza Hut
  • Incorporating Quality in Your Service Package
  • Case Study- Allina Health
  • The Taguchi Method
  • Pros and Cons of the Taguchi Method
  • Case Study-Xerox
  • Case Study -Toyota
  • The Poka-yoke Technique
  • Basic Principles of Poka Yoke Technique
  • Types of Poka-yoke Techniques
  • Advantages and Disadvantages of the Poka-yoke Technique
  • Quality Function Deployment
  • House of Quality Add customer needs and ratings.
  • Advantages of QFD
  • Cost of Quality
  • Cost of Quality Model
  • Statistical Process Control
  • Types of Control Charts - X Bar Chart
  • Assignment: Take a Challenge 05
  • Types of Control Charts - Range Control Chart
  • Types of Control Charts - Standard Deviation Control Chart
  • Types of Control Charts - Individual- Moving Range Chart
  • Application of Control Charts
  • Service guarantee promotes organizational development.
  • Service recovery
  • Approaches to service recovery
  • Complaint handling policy
  • Defining Kaizen
  • Three Principles of W. Edwards Deming
  • Principle 1 – Improvements are based on small changes, not only on major shifts or new inventions.
  • Principle 2 – Employee ideas are valuable.
  • Principle 3 – Incremental improvements are typically inexpensive to implement.
  • Principle 4 – Employees take ownership and are involved in improvement.
  • Principle 5 – Improvement is reflective.
  • Principle 6 – Improvement is measurable and potentially repeatable.
  • Plan-Do-Check-Act Cycle
  • Problem Solving
  • 8 basic tools of data analysis
  • Benchmarking
  • Case Study - Cricket
  • Case Study - HUL
  • Market Researcher Section
  • Objectives of Benchmarking
  • Talking Heads Section – Process of benchmarking 1
  • Talking Heads Section – Process of benchmarking 2
  • Types of Benchmarking
  • Xerox as an example of benchmarking
  • Improvement at the workplace
  • Definition of Improvement in business practices
  • Background to W Deming
  • 14 Points elaborated.
  • What is Six Sigma?
  • How Six Sigma came to be
  • History of Six Sigma
  • Methodology of Six Sigma
  • Framework options
  • Pros and Cons of Six Sigma
  • Case Study: GE
  • Six Sigma Belts
  • Award Show
  • ISO 9000
  • Definition of ISO – Definition
  • ISO 9000 Continue
  • The Story of Waste
  • Definition of Lean
  • Various Types of Quality Management Tools
  • 5S
  • Poka Yoke
  • Visual Management
  • Just in Time (JIT)
  • Heijunka
  • Value Stream Mapping
  • Muda
  • Muda: The different types of waste
  • Philosophy of Lean Service
  • VIDEO case for Value Stream Mapping
  • Strategic location considerations
  • Competitive clustering
  • Saturation marketing
  • Marketing intermediaries
  • Substitution of communication for travel
  • Separation of front from back office
  • Timing
  • Expansion
  • Location Selection Criteria
  • The strategy of place
  • Site considerations
  • Location selection techniques
  • Case study Considerations in the Selection of Sites for Aquaculture
  • Biological & Operational Factors to be considered in Site Location
  • Economic & Social Factors to be considered in Site Location
  • Design considerations in the selection of sites for affordable housing
  • Case Study: Selection of warehouse location for a global supply chain
  • Geographical Information System (GIS)
  • Data Capture
  • Spatial Relationships
  • Case Study: General Motors
  • Case Study: Starbucks
  • Geographic Representation
  • Case Study: FedEx
  • Number of Facilities
  • Case Study: HP
  • Optimisation Criteria
  • Problems expressed as puzzles.
  • One Village - A River - Two Clinics
  • Case Study: Medical Clinic Location
  • Facility Location Business Decisions
  • Plant location
  • Locational economics
  • Features in the decision-making process.
  • Economic aspects of site selection
  • Advantage and disadvantage of urban areas
  • Advantage and disadvantage of Rural areas
  • Huff Model for location
  • Regression Analysis in Business
  • APPLICATION REGRESSION ANALYSIS
  • What is Six Sigma?
  • Six Sigma – Ultimate Objective
  • Six Sigma Features
  • Approach to problem-solving
  • Elements of Six Sigma
  • Philosophy
  • Myths & Misconceptions
  • Benefits of Six Sigma
  • Six Sigma Methodologies
  • Case Study - Mumbai dabbawallas
  • Location factors when opening a dealership.
  • A little about Honda
  • HMSI and Bajaj
  • Honda kick-starts 3-year plan to beat Hero in 2- wheelers.
  • Location Mapping - Problem Identification & Methodology
  • Motorcycle market in India
  • Market Mapping
  • Market Mapping using LOCATE

Evaluation Pattern

Evaluation Pattern of KLiC Courses consists of 4 Sections as per below table:

Section No. Section Name Total Marks Minimum Passing Marks
1 Learning Progression 25 10
2 Internal Assessment 25 10
3 Final Online Examination 50 20
Total 100 40
4 SUPWs (Socially Useful and Productive Work in form of Assignments) 5 Assignments 2 Assignments to be Completed & Uploaded
YCMOU Mark Sheet

Printed Mark Sheet will be issued by YCMOU on successful completion of Section 1, Section 2 and Section 3 and will be delivered to the learner by MKCL.
YCMOU Mark Sheet will be available only for Maharashtra jurisdiction learners

MKCL's KLiC Certificate

The certificate will be provided to the learner who will satisfy the below criteria:

  1. Learners who have successfully completed above mentioned 3 Sections i.e. Section 1, Section 2 and Section 3
  2. Additionally, learner should have completed Section 4 (i.e. Section 4 will comprise of SUPWs i.e. Socially Useful and Productive Work in form of Assignments)
    • Learner has to complete and upload minimum 2 out of 5 Assignments

Courses Fee Structure from 01 July, 2025 Onwards

KLiC 30 hour course fee applicable from 01 July, 2025 all over Maharashtra

KLiC Course Duration MFO
(Inclusive of GST)
ALC Share
(Service Charges to be collected by ALC)
30 hours Rs. 300/- Rs. 1,500/-
Important Points:
* Above mentioned fee is applicable for all Modes of KLiC Courses offered at Authorised Learning Center (ALC) and at Satellite Center
* Total fee is including of Course fees, Examination fees and Certification fees
* MKCL reserves the right to modify the Fee anytime without any prior notice