E-Learning on Service Quality
What will I learn?
This course uses the recently updated ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations.
- Service quality framework: what is it, why is it important, and how can I develop one?
- Engaging with participants: aims, benefits, and modes of engagement
- Product development lifecycle: how should service design be organized and implemented?
- Service fundamentals: how to identify priority methods for service improvement
- Measurement and feedback: how to measure, benchmark, and analyze
- Service culture: creation and sustainability
- Continuous improvement: how to create a management philosophy
What will I be able to do?
- Understand core approaches to improvement in service quality based on international best practices
- Identify roles and responsibilities of social security professionals in the field of service quality
- Utilize the ISSA Guidelines as a framework for improvement in service quality within national social security institutions
- Develop country-tailored innovations drawing on experiences in other countries.
Why should I join?
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ISSA-accredited experts with decades of international experience in social security administration are the trainers
- Join and interact online with a global network of professionals from other ISSA member organizations to share learning and best practices
- This new e-learning course consists of a blend of online resources on good practices and case studies, “real time” interactive sessions led by highly experienced trainers, individual and collaborative group exercises using our eCampus platform
- Successful candidates receive an ITCILO Certificate of Achievement.
How?
The course consists of a number of online modules offered through the eCampus online platform to be completed over a period of six weeks from 2 May – 10 June 2022, for an estimated total of 60 learning hours. The course is broken down into three phases.
- Pre-course learning: Flexible (asynchronous) self-guided online learning on eCampus and an end of phase assessment.
- “Real time” learning: Live interactive sessions and engaging video presentations by highly experienced trainers, blended with individual and collaborative group exercises, peer-to-peer assessment and online technical forums on eCampus.
- End of course assignment: Individual assignment applying ISSA Guidelines to the participants organization. Participants who successfully complete all assessments and the final assignment will receive a Certificate of Achievement.
