Cost of Poor Quality Masterclass
In-House Classroom
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Price: £1,999
Format: In-House Classroom
Duration: 1 Day Classroom Training
Support: LinkedIn Group for Continuous Support
In this workshop, we focus on unearthing the cost of the poor quality. We work through a case studying looking specifically at Repeat Contacts in a contact centre.
We work through a series of hidden impacts and look at quantifying the cost of each of these.
We also work through a real life process (chosen by the organisation) at your workplace and the delegates use their newly found skills to identify the Cost of Poor Quality apparent. We also discuss next steps and best practices for attacking the waste and removing it.
Our In-House Classroom course is aimed at companies who wish to train a number of individuals. The material will include your company name and only include attendees from your company, it’s a more cost effective approach if you have a number of people that you want to train.
Course Content
COST OF POOR QUALITY
RECOGNISING HIDDEN COSTS
REPEAT CONTACTS
QUALIFYING IMPACTS
TOP 5 REASONS FOR REPEAT CONTACTS
HIDDEN WASTES
Days

Definition of Cost of Poor Quality
- Back to COPQ
- Repeat Contacts in a call centre
- Impact on Complaints
- Gratuity Payments
- Lost Customers
- Summary of issue and top 5 causes