SERVICE QUALITY IMPROVES PERFORMANCE

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IPQ has successfully organised a workshop on Service Quality at EDC-UUM on 15 to 16 December 2015. A total of 25 people from various UUM Responsibility Centres and other agencies participated in this workshop.The main objective of this workshop was to expose participants to high-grade quality of service.

Dr Noor Hasmini Hj Abd Ghani, Deputy Director of Quality Excellence System, in her speech welcomed all participants. According to her, quality improvement in all aspects of service delivery should be continuously upgraded from time to time to increase the performance of PTJ.

The workshop facilitator, Dr. Noorhisham Bin Mohd. Alwi, also shared a lot of information on how to interact with clients professionally. Participants were also given an assignment in group activities to understand basic principles in communication with customers, ethics in customer relations, identify customer behaviour and moment of truth. He also introduced customer service performance metrics and methods of forming a strategy to improve the quality of service.

Finally, IPQ hopes that all participants can apply the knowledge they have learned when they return to their respective PTJ.