DELMA: Unit 2.7 learning Outcomes

Expected Learning Outcomes

Upon completion of this Unit, you will be able to:

Explain the concept of Total Quality Management (TQM), in particular relating to customer service.
Discuss ISO certification as a vehicle to quality management
Develop Customer Service Charter (CSC) as a tool for quality service delivery.
Describe effective customer care strategies

For successful completion of this Unit, you are expected to read the through the presentation and undertake the case studies.

Last modified: Wednesday, 18 October 2023, 6:03 PM

Our Mandate

The Kenya Education Management Institute (KEMI) is a Semi-Autonomous Government Agency (SAGA) of the Ministry of Education. The Institute is mandated under Legal Notice No.19/2010 to provide management training, conduct research and offer consultancy services to both public and private sectors.