16NOV
16 - 20 Nov 2026Mon to Fri · 5 days
AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
Professional training course · QP-011
Quality Management in Service Organisations
Service quality is harder to define and measure than product quality because services are intangible, produced and consumed simultaneously, and heavily dependent on…
- 5 daysClassroom
- 15Upcoming dates
- 6Cities
- £2,840Fees from
Course overview
Why Attend
Service quality is harder to define and measure than product quality because services are intangible, produced and consumed simultaneously, and heavily dependent on people. Yet customers judge organisations by the quality of every interaction.
This LLMI course applies quality management principles to service organisations such as banks, hospitals, hotels, government services and utilities. Topics include service quality dimensions, service design, standards and SLAs, front-line empowerment, measurement, complaint management and continuous improvement.
Participants develop a service quality improvement plan for their organisation.
Course Objectives
Understand service quality characteristics and dimensions
Design services and service standards
Measure service quality and customer satisfaction
Empower front-line employees
Manage complaints and service recovery
Implement continuous improvement in services
Target Audience
Quality managers in service organisations
Customer service managers
Operations managers
Public sector service managers
Hospitality and healthcare managers
Front-line supervisors
Course Methodology
Service case studies
Service blueprinting
Measurement exercises
Role plays
Improvement planning
Course outline
-
1Day 1: Service Quality Concepts
- Characteristics of services
- Quality dimensions
- Customer expectations
- Service gaps
- Cost of poor service
- Exercise: Service quality audit
-
2Day 2: Service Design
- Service blueprinting
- Standards and SLAs
- Process design
- Technology in services
- Workshop: Service blueprint
-
3Day 3: People and Service
- Front-line empowerment
- Training
- Service culture
- Recognition
- Role play: Service recovery
-
4Day 4: Measurement
- Customer satisfaction measurement
- Mystery shopping
- Service KPIs
- Dashboards
- Exercise: Service KPI design
-
5Day 5: Improvement
- Complaint analysis
- Improvement methods
- Quality systems in services
- Sustaining improvement
- Case study: Service turnaround
- Capstone: Service quality plan
Schedule
Dates and fees
15 upcoming dates in 6 cities. Fees are per delegate; bring colleagues and every seat is discounted.
November 2026
AmsterdamNetherlands · Classroom
December 2026
7DEC
7 - 11 Dec 2026Mon to Fri · 5 days
LondonUnited Kingdom · Classroom
£4,200per delegate2+ people: £3,360 each
21DEC
21 - 25 Dec 2026Mon to Fri · 5 days
MunichGermany · Classroom
£4,250per delegate2+ people: £3,400 each
January 2027
11JAN
11 - 15 Jan 2027Mon to Fri · 5 days
LondonUnited Kingdom · Classroom
£4,200per delegate2+ people: £3,360 each
February 2027
8FEB
8 - 12 Feb 2027Mon to Fri · 5 days
AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
March 2027
8MAR
8 - 12 Mar 2027Mon to Fri · 5 days
ParisFrance · Classroom
£4,500per delegate2+ people: £3,600 each
April 2027
12APR
12 - 16 Apr 2027Mon to Fri · 5 days
Cape TownSouth Africa · Classroom
£2,840per delegate2+ people: £2,272 each
May 2027
10MAY
10 - 14 May 2027Mon to Fri · 5 days
Cape TownSouth Africa · Classroom
£2,840per delegate2+ people: £2,272 each
June 2027
14JUN
14 - 18 Jun 2027Mon to Fri · 5 days
BarcelonaSpain · Classroom
£3,850per delegate2+ people: £3,080 each
July 2027
12JUL
12 - 16 Jul 2027Mon to Fri · 5 days
AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
August 2027
9AUG
9 - 13 Aug 2027Mon to Fri · 5 days
LondonUnited Kingdom · Classroom
£4,200per delegate2+ people: £3,360 each
September 2027
13SEP
13 - 17 Sep 2027Mon to Fri · 5 days
MunichGermany · Classroom
£4,250per delegate2+ people: £3,400 each
October 2027
11OCT
11 - 15 Oct 2027Mon to Fri · 5 days
LondonUnited Kingdom · Classroom
£4,200per delegate2+ people: £3,360 each
November 2027
8NOV
8 - 12 Nov 2027Mon to Fri · 5 days
AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
December 2027
13DEC
13 - 17 Dec 2027Mon to Fri · 5 days
ParisFrance · Classroom
£4,500per delegate2+ people: £3,600 each
No dates in this city right now. Request a quotation and we will suggest the nearest date.
Questions
Frequently asked questions
How long is the Quality Management in Service Organisations course?
The course runs over 5 days of classroom training, usually Monday to Friday.
When is the next Quality Management in Service Organisations course?
The next public date is 16 - 20 Nov 2026 in Amsterdam. There are 15 upcoming dates in total.
Where is this course held?
Upcoming sessions run in Amsterdam, London, Munich, Paris, Cape Town, Barcelona.
How much does the course cost?
Fees start from £2,840 per delegate, depending on the city. Fees include tuition and course materials.
Do participants receive a certificate?
Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.
Can this course be delivered in-house for our team?
Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.
Course information last updated 14 November 2026.
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