SERVICE DELIVERY MANAGEMENT
Unit Standard |
Credits |
Unit Standard ID no. |
| Apply client service techniques to improve service delivery |
6 |
120310 |
| Manage service delivery improvement |
8 |
120306 |
Each Learning Unit can be presented as a separate short course if required
Total Credits: 14
Course Duration: 5 days
Course Outline:
LEARNING UNIT 1: APPLY CLIENT SERVICE TECHNIQUES TO IMPROVE SERVICE DELIVERY
- The bigger picture: need for Service Delivery Management
- The need for Transformation in the Public Sector
- Client Identification
- Understanding the needs and expectations of your customer
- Client Satisfaction Measurement Techniques
- Implementation of Batho Pele Principles
- Dealing with difficult clients
- Providing excellent service
LEARNING UNIT 2: MANAGE SERVICE DELIVERY IMPROVEMENT
-
Methods and techniques to build a sound relationship with clients are described according to best practice.
- Service delivery is explained in relation to the organisational vision, goals and objectives.
- Service Delivery Improvement plan
- Identify the gaps
- Setting service standards
- Commitment charter
- Gearing up for service delivery
- Monitoring service delivery
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