Course Modules

Module 1: Fundamentals of Service Auditing

• Purpose and scope of service audits
• Key principles of auditing in service organizations
• Internal vs. external service audits
• Standards and benchmarks in service auditing
• Case Study: Service audit in a customer contact center

Module 2: Service Audit Methodologies

• Planning and preparing for a service audit
• Data collection tools and techniques (interviews, surveys, observations)
• Audit sampling methods and best practices
• Documentation and reporting of audit findings
• Case Study: Audit methodology in a healthcare facility

Module 3: Introduction to Gap Analysis

• Concept and importance of gap analysis in services
• Comparing actual vs. expected performance
• Tools for measuring service gaps (SERVQUAL, benchmarking)
• Identifying critical areas for improvement
• Case Study: Gap analysis in a retail chain

Module 4: Root Cause Identification

• Root cause analysis frameworks (5 Whys, Fishbone diagram)
• Prioritizing service issues using impact analysis
• Linking gaps to organizational performance outcomes
• Tools for collaborative problem-solving in teams
• Case Study: Identifying root causes of service delays in banking

Module 5: Closing the Gaps

• Strategies for addressing identified service gaps
• Action planning and follow-up mechanisms
• Monitoring post-audit improvements
• Embedding continuous monitoring into organizational culture
• Case Study: Gap closure strategy in a hotel service operation