Managing customers and quality

Open University Business School
Milton Keynes, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This course will help you to perform more effectively as a manager, both as an individual and as a team member, by:

recognising the difference that managers can make �the value they can add to what their organisations deliver to their customers;

by considering customers: who they are (internal and/or external, which stakeholders can be called customers), how they behave, the importance of researching, understanding and satisfying their needs, and of communicating with them;

by examining quality and how managers can measure the impact they have on the quality of their organisation’s services and products.

Book 1 of the course is all about you, your customers and your relationship with them. It considers customers in the broadest sense, including internal customers and service users in the public and non-profit sectors, and helps you to understand and satisfy their needs.

Book 2 brings marketing approaches and tools to the task of working with customers: their needs and wants, costs, convenience and communication with them.

Book 3 works with the idea of ‘value�and how your organisation researches, develops, and retains what it offers that customers need and value.

Book 4 is about quality management and establishes how your own organisation defines quality, what quality management models can be applied, and how you can affect the quality of what your customers receive.

This course is one of four three-month courses that make up the modular route to the Professional Certificate in Management. You can take any of these four courses on their own; successful completion of them all combined with attendance at the residential school or participation in the online equivalent and passing the examination will result in the award of the Professional Certificate in Management. A single course route to the Professional Certificate in Management is also available (The Professional Certificate in Management (B615) (or versions BYN615, BZX615, BZXN615).

You will learn
You will learn about how to take account of all your customers �both existing and potential �and how to help increase retention of your existing customers and improve recruitment of new business.

Vocational relevance
This course is based on current practice in your working environment and so will benefit your performance and effectiveness in the workplace as you study the course.

...''

Phone:+44 (0)845 300 60 90

School Address:

Student Registration & Enquiry Service
The OU Business School
The Open University
PO Box 197
Milton Keynes
MK7 6BJ
UK

Jobs & Resumes: Milton Keynes
Houses & Roommates: Milton Keynes

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