Course Modules

Module 1: Introduction to ISO Standards in Service

• Overview of ISO and its global role
• Key ISO standards relevant to services (9001, 10002, 14001, etc.)
• Importance of ISO certification in service industries
• Service excellence through ISO compliance
• Case Study: ISO 9001 adoption in a financial services firm

Module 2: ISO 9001 Quality Management System (QMS)

• Principles of quality management under ISO 9001
• Documentation and process requirements
• Customer focus and leadership in QMS
• Risk-based thinking in ISO 9001
• Case Study: Implementing ISO 9001 in a hospital setting

Module 3: ISO 10002 Customer Satisfaction Standard

• Handling customer complaints effectively
• Processes for gathering customer feedback
• Linking ISO 10002 to service excellence
• Continuous improvement through complaint analysis
• Case Study: ISO 10002 application in a telecom company

Module 4: Service Delivery Consistency and ISO Standards

• Defining and standardizing service processes
• Monitoring and measuring service performance
• Document control and standard operating procedures (SOPs)
• Role of ISO in minimizing variability in service delivery
• Case Study: Service consistency improvements in retail banking

Module 5: Auditing and Compliance in ISO

• Internal vs. external audits in ISO frameworks
• ISO audit process and reporting
• Identifying non-conformities and corrective actions
• Preparing for ISO certification audits
• Case Study: Audit compliance in an airline company

Module 6: Integrating ISO Standards into Service Operations

• Embedding ISO requirements into daily operations
• Aligning ISO with organizational goals
• Role of employees in ISO compliance
• Using ISO to strengthen organizational culture
• Case Study: ISO integration in a logistics company

Module 7: ISO Documentation and Records Management

• Document hierarchy in ISO systems
• Policies, procedures, and work instructions
• Control of records and evidence of compliance
• Maintaining effective document management systems
• Case Study: Records management under ISO 9001 in healthcare

Module 8: Risk Management in ISO Standards

• Risk-based approach to service delivery
• Identifying and assessing risks in service processes
• Linking ISO to enterprise risk management (ERM)
• Mitigation strategies using ISO frameworks
• Case Study: Risk management in a hotel using ISO 9001

Module 9: Continuous Improvement with ISO

• Kaizen and PDCA cycle in ISO frameworks
• Corrective and preventive actions (CAPA)
• Employee engagement in continuous improvement
• Using ISO audits for learning and innovation
• Case Study: Continuous improvement in an insurance firm

Module 10: Preparing for ISO Certification

• Steps in ISO certification journey
• Certification body selection and process
• Surveillance audits and maintaining certification
• Achieving service excellence beyond compliance
• Case Study: ISO 9001 certification success in a BPO company