Service Delivery Management

SERVICE DELIVERY MANAGEMENT

Unit Standard

Credits

Unit Standard ID no.

Apply client service techniques to improve service delivery
6
120310
Manage service delivery improvement

8

120306

Each Learning Unit can be presented as a separate short course if required

Total Credits: 14

Course Duration: 5 days

Course Outline:

LEARNING UNIT 1: APPLY CLIENT SERVICE TECHNIQUES TO IMPROVE SERVICE DELIVERY

  • The bigger picture: need for Service Delivery Management
  • The need for Transformation in the Public Sector
  • Client Identification
  • Understanding the needs and expectations of your customer
  • Client Satisfaction Measurement Techniques
  • Implementation of Batho Pele Principles
  • Dealing with difficult clients
  • Providing excellent service

LEARNING UNIT 2: MANAGE SERVICE DELIVERY IMPROVEMENT 

  • Methods and techniques to build a sound relationship with clients are described according to best practice. 
  • Service delivery is explained in relation to the organisational vision, goals and objectives. 
  • Service Delivery Improvement plan
  • Identify the gaps
  • Setting service standards
  • Commitment charter
  • Gearing up for service delivery
  • Monitoring service delivery
 
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