Quality and Service Excellence

School of Hotel Administration

How long?

  • online
  • on demand

School of Hotel Administration

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Who should attend

Professionals with at least three years of leadership experience, working at or aspiring toward leadership roles. This includes mid- to upper-level managers, high potentials, and senior leaders, learners from every continent and from a diverse range of organizations, including for profits large and small, NGOs, and governmental agencies.

About the course

In an increasingly competitive global environment, quality is no longer considered a nice-to-have luxury. It's a requirement for successfully competing and surviving in the marketplace. While the concepts, tools, and procedures for quality and process improvement are now universally recognized and firmly placed in a large number of high-performing organizations around the world, it was not always so. The importance of quality in organizations has gone through a complete evolutionary cycle.

In this course, you will develop measures and standards of service quality, devise practices that improve employee learning and outcomes, and evaluate different approaches to process improvement, all based on the research and expertise of Cornell University Professor Rohit Verma, PhD. Using the tools provided in this course, you will be able to relate strategic decisions to their impact on organizational performance. And with the completion of an action plan at the end of the course, you will be ready to apply what you learn to your own organization.

Key Benefits

  • Develop measures and standards of service quality that are consistent with the expectations of internal and external customers
  • Devise employee-related practices that improve organizational learning and enhance service outcomes for customers
  • Evaluate the trade-offs for leveraging different approaches to process improvement
  • Recognize constraints of commonly used approaches for measuring financial performance and develop alternatives that promote sustained quality and service excellence

Experts

Rohit Verma

Rohit Verma is the dean of external relations for the Cornell SC Johnson College of Business, Singapore Tourism Board Distinguished Professor in Asian Hospitality Management at the School of Hotel Administration (SHA), and Professor in Operations, Technology and Information Management area. Verm...

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Quality and Service Excellence at School of Hotel Administration

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

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