Certified Service Quality Manager

Quality is of extreme importance for building a reputation. Certified Service Quality Manager ensures that products and services of their organisation meet the quality standards to satisfy their customers and retain their loyalty. Quality products are a main component to long term revenue and profitability. The certification helps you validate your expertise and prove you professional commitment

Roles and Responsibilities of a Certified Service Quality Manager

Certified Service Quality Manager are critical for customer satisfaction and primarily responsible for understanding their expectations and needs. They must possess excellent organizational and leadership skills. Other responsibilities include:

• Firstly, understand customer needs and requirements to develop effective quality control processes
• Then, devise and review specifications for products or processes
• Also, set requirements for raw material or intermediate products for suppliers and monitor their compliance
• Further, ensure adherence to health and safety guidelines as well as legal obligations
• Moreover, oversee all product development procedures to identify deviations from quality standards
• Lastly, Inspect final output and compare properties to requirements

Vskills Certified Service Quality Manager Overview

Vskills certification for Service Quality Manager assess your potential a per company’s need for implementing and managing service quality. This certification will cover various areas in service quality basics, total quality management, ROQ analysis, quality management and tools, quality assessment and measurement. Also, it will help you develop & implement service quality strategies to achieve excellence and meet customer’s needs.

Who should take this certification?

Vskills Certified Services Quality Manager is for professionals who wish to excel in their field. Also, for candidates who are already working and want further career progression. Moreover, this certification i beneficial for those who want to work in companies specialized in quality & customer services.

Why become a Certified Service Quality Manager?

A Vskills Certified Service Quality Manager is in great demand in today’s ever changing business environment. Top MNC’s and organizations like ING Vyasa Bank, IBM India, HDFC Bank, Airtel, Franklin Templeton, Fortis Healthcare are the biggest recruiters of certified professionals. This certification helps you increase your visibility, broaden your career opportunities and helps you enhance your employability. Moreover, earning a Vskills certification comes with various benefits like:

• Firstly, a Government verification tag
• This certification will have a Government verification tag.
• Also, the Certification will have lifetime validity.
• Further, you will get Lifelong e-learning access.
• Moreover, you get access to Free Practice Tests.
• Additionally, You will get tagged as ‘Vskills Certified’ On Monsterindia.com and ‘Vskills Certified’ On Shine.com.

Career as a Service Quality Manager

A Service Quality Manager is in charge of ensuring that a company’s services and goods are in good working order. This position has a broad scope in any organization since it guarantees that standards are fulfilled throughout the board, from customer interactions to production processes and everything in between. Let us know about Career as a Service Quality Manager!

Exam Details

• Exam Code: VS-1173
• Duration: 60 minutes
• No. of questions: 50
• Maximum marks: 50
• Passing marks: 25 (50%).
• There is NO negative marking
• This is an Online exam

Exam Process

Course Outline

Topics covered in this exam are:

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
• 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
• 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

Preparatory Guide

The exam is one of the most essential credentials to include in your academic records. Achieving this certification brings wonders to your career opportunities. Therefore it important to kick start your preparations and have the knowledge of all preparatory resources. Don’t worry, we have done the tedious task of summarising the preparatory resources and here provide you with our Preparatory Guide 

Step 1- Review the Exam Objectives

Before heading towards your preparation journey, you must get yourself familiar with the main objectives of the exam. A denser look at each and every objective can give a further indication regarding the aspirations of the exam. It will help you gain the required command to earn your desired certification. The exam objectives are:

• Service Quality Basics
• Total Quality Management
• Service Quality
• Quality Management
• Quality Management Tools
• Quality Standards
• Assessment and Measurement
• Customer Relationship Management
• Lifetime Value and Customer Profitability Analysis
• Service Excellence
• The Malcolm Baldrige Quality Award
• European Foundation For Quality Anagement
• Case Studies

Step 2- Discover your Learning Resources

Passing the exam can be easy if you have access to the right set of resources. Make sure the content is precise and reliable enough. The resources that you’ll pick will determine how well you prepare and pass the exam. Hence, you need to be very careful while choosing the preparatory resources. Vskills offers its own Learning resources to supplement your preparations. You get Lifetime access to the Vskills E-Learning and Study Material. Moreover, these resources are constantly updated to provide you with the latest insights about the exam.

Refer: Certified Service Quality Manager Sample Chapter

Step 3-Refer the right books

Books are the go-to resource for any exam. They help you gain in-depth clarity about the exam concepts. Most important of all, you can find real-time examples of the different concepts can strengthen your knowledge about their application. In addition, books are also useful for cross-referencing and verifying the authenticity of the information from other learning resources. We suggest you to include the following books in your preparation journey:

• The Certified Quality Manager Handbook by Duke Okes 
• Managing Service Quality by Jos Lemmink, Paul Kunst
• Service Quality and Management by Bernd Stauss, Jos Lemmink, Paul Kunst

Step 4- Analyse your preparations with Practice Tests

Finally, we’re on the last step for the preparatory guide. Further, this final step will give the candidate the exact insight of the topics in which they’re lacking. So, make sure you’re going through practice tests after you have gone through the entire syllabus. Thus, going through practice tests helps you find your strengths and iron out your weaknesses. attempting multiple practice tests will boost your confidence. Lets Analyse your preparations with Free Practice Tests

Job Interview Questions

Prepare for your next job Interview with Vskills Latest online Interview questions, these questions are created by experts to help you to overcome the interview fear.

Upgrade your knowledge and enhance your skills with Certified Service Quality Manager exam. Start your preparation Now!