Quality Management in Service Organisations (QP-011) Training Course

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 or online

15Upcoming dates

6Cities

£2,750Fees 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

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.

Can I take Quality Management in Service Organisations online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,280 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,750 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.

Quality Management in Service Organisations

Course overview

Course outline

Dates and fees

Frequently asked questions

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