E-Learning on Service Quality

E-Learning on Service Quality

E-Learning on Service Quality

2 Maggio–10 Giugno 2022
Il corso è disponibile in English

This course is one of ten eligible courses for the Diploma For Social Protection Managers. To achieve the Diploma, successful candidates must complete four out of ten courses within a five year period and undertake a capstone assessment.

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?
  • 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.