en

10 June 2019 - 14 June 2019

Service Quality: ISSA Guidelines, Knowledge sharing and Innovation

10 June 2019 - 14 June 2019

Service Quality: ISSA Guidelines, Knowledge sharing and Innovation

Service Quality: ISSA Guidelines, Knowledge sharing and Innovation

Course Information

10 June 2019 - 14 June 2019

English

Turin Centre

Code: A9012006

English

Enrolment deadline: 03 June 2019

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Description

Description

The course on ISSA Guidelines on Service Quality aims to assist social security institutions to improve service performance in their day-to-day actions and business processes. Social security institutions are at different stages in developing service quality. While every institution strives to operate an efficient and effective social security system, delivery mechanisms and customer experiences vary widely. Quality service is evidence of the efficiency and effectiveness of social security delivery, leading to greater trust and confidence in the social security system and better social outcomes.

Target audience

Target audience

This course is designed for social security professionals from ISSA member institutions. In particular, participants should hold positions directly related to the management of social security services.

Objectives

Objectives

The objective of the guidelines is to assist social security institutions to improve service performance and support administrations in:
1.Providing guidance on service quality principles and practice;
2.Supporting capacity building to provide and improve service quality;
3.Providing soft standards on service quality.

The objectives of the training course are:

•To equip participants with a broad knowledge of the key issues relating to the service quality as detailed in the ISSA Guidelines.
•To develop a firm understanding of the main roles and responsibilities of social security professionals in the field of service quality.
•To support participants’ reflection on the application of the ISSA Guidelines on Service Quality in their own organizations.
•To facilitate the formation of a network of practitioners with an understanding of the ISSA Guidelines.

Methodology and Programme Design

Methodology and Programme Design

The course on “Service Quality: ISSA Guidelines, Knowledge sharing and Innovation” consists of 50 training hours. The course consists of three phases:

  • The Pre-training requires 10 hours of self-guided learning on the online platform. Participants will be asked to complete a set of online activities related to the ISSA Guidelines on Service Quality.
  • The On-site training consists of 5-day session by ISSA accredited experts supported by the ITCILO Staff. This phase will be delivered at the ITCILO in Turin and consist of 35 hours of training. During this phase, an action-oriented, highly participative approach will be used with particular attention to sharing international experience with a view to adaptation and practical application. Training methods will combine lectures and discussions, case studies, group work and individual exercises.
  • The Post-training will involve 5 hours of individual work to develop a proposal on how the ISSA Guidelines on Service Quality could be applied in the participant’s organization. A diploma is awarded to the participant based on the satisfactory completion of this post-training assignment.

The training is organized along the cre areas of the ISSA Guidelines on Service Quality:

Part A: Service Quality Framework. Comprising:
––The service quality framework

Part B: Developing and Delivering Service Quality. Comprising:
––Consulting and engaging with participants
––The product development life cycle
––Addressing the service fundamentals
––Measurement and feedback
––Developing a service culture

Part C: Continuous Improvement. Comprising:
––Striving for service excellence through continuous improvement

Format and Methodology

Format and Methodology

The course on “ISSA Guidelines on Service Quality” consists of 50 training hours. The course consists of three phases:


The Pre-training requires 10 hours of self-guided learning on the online platform. Participants will be asked to complete a set of online activities related to the ISSA Guidelines on Service Quality.

The On-site training consists of 5-day session by ISSA accredited experts supported by the ITCILO Staff. This phase will be delivered at the ITCILO in Turin and consist of 35 hours of training. During this phase, an action-oriented, highly participative approach will be used with particular attention to sharing international experience with a view to adaptation and practical application. Training methods will combine lectures and discussions, case studies, group work and individual exercises.

The Post-training will involve 5 hours of individual work to develop a proposal on how the ISSA Guidelines on Service Quality could be applied in the participant’s organization. A diploma is awarded to the participant based on the satisfactory completion of this post-training assignment.

Language requirements

Language requirements

The workshop will be conducted in English and participants are therefore expected to have a good command of the English language.

How to apply and costs

How to apply and costs

The cost of participating in this course is 2250 EUR (1615 EUR for tuition and 635 EUR for subsistence) excluding international air travel and airport transfers. This is payable in advance by the participant’s sponsoring organization. This covers: tuition fees; the use of training facilities and support
services; training materials and books; accommodation and full board at the Centre’s campus; emergency
medical care and insurance. For information regarding payment, cancellation and refunds, please consult: http://www.itcilo.org/en/training-offer/how-to-apply

Applicants should complete the online nomination form no later than 10 May 2019, supported by a nomination letter from their sponsoring institution indicating how

the participant will be financed. The nomination form can be found at:

https://oarf2.itcilo.org/STF/A9012006/en

Contact us

i.nori@itcilo.org

Tuition cost: 1615

Subsistence cost: 635

Total cost: 2250

 

International Training Centre of the ILO

Viale Maestri del Lavoro, 10
10127 Turin - Italy

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