Customer Service - Quality
PROBLEM-SOLVING AND DECISION MAKING

WHO SHOULD ATTEND
Managers and employees who are involved in either a quality process or the creation of autonomous or semi-autonomous teams.

OBJECTIVES
Propose a logical process aand practical tools for solving problems and making decisions.

PROGRAM OUTLINE

• Identify the problem.
  
• Select the problem.
  
• Check the problem's appropriateness.
  
• Have the problem approved by management.
  
• Analyze the problem.
  
• Look for all possible solutions.
  
• Choose a solution and plan for its implementation.
  
• Sell the solution to management.
  
• Implement the solution.
  
• Monitor the results.

TEACHING METHOD

• Theoretical presentations.
  
• Practical application to participants' real-life situation.
  
• Team validation.
  
• Follow-up of results.

SUPPORT MATERIAL PROVIDED AT END OF TRAINING
All tools mentioned can be found in the "Tool Box" at the end of the manual.

DURATION
4 days