E-Learning on Service Quality

E-Learning on Service Quality

E-Learning on Service Quality

2 May–10 June 2022
The course is available in English
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
Prove your skills with a Diploma

This course is part of one Diploma programme:

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?
  • 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.