Customer-Centric Insights: Walking in the Shoes of our Customers

Learners will be able to:

1. Detail the benefits of having well-defined service products from a quality management perspective.

2. Explain the quality dimensions of a service product and the implications for quality management.

3. Detail the three fundamental elements of a service product from a quality management perspective.

4. Describe the importance of enhancing supplementary services in improving the overall quality of the core product.

5. Interpret how facilitating supplementary services relate to the core product.

6. Describe the Flower of Service model.