• Primary objective and benefits

  This workshop will help participants to:
  1. Understand all aspects and requirements to achieve the highest possible rating within the UAE Star Rating Program.
  2. Define what a 7 star service rating will mean in their organization.
  3. Understand and apply all criteria in relation to the assessment for rating level.
  4. Understand & apply ‘moments of truth’ identification, analysis, action planning.
  5. Understand and contextualize the SERVQUAL & RATER framework.
  6. Create a relevant and topical ‘cycles of service’ charter for each step of the service cycle.
  7. Identify and manage risks with regard to handovers, dilutions, overlaps, clashes in service delivery.
  8. Create a 7 star service charter and action plan for their organization.
  9. Understand their role in the delivery of service excellence and to leave with an action plan for the achievement of best practice.

Program Contents

• Module 1 -
  UAE Service Delivery Strategy, Goals And Objectives
  • History of the program to-date
  • Examples of ratings awarded
  • UAE 2021 Vision
  • UAE Service Excellence program vision
  • Strategic Directions of the program
  • 7 Strategic Priorities to achieve the vision

• Module 2 -
  Assessment Approach, Cycle, Stages And Framework
  • Basic requirements for classification
  • Documented assessment cycle
  • Working with the assessment methods
  • Governance of the star rating program
  • Assessment and star rating stages
  • Star rating program framework in context of your organization

• Module 3 -
  8 Criteria & 24 Supporting Elements
  • Making sense of the 8 key criteria
  • Rationalize criteria with your organization
  • Making sense of the 24 elements
  • Rationalize elements with your organization
  • Making a priority list for concern, opportunity and action

• Module 4 -
  The Assessment Scores Awarding
  • How each criteria, element will be assessed
  • The assessment score footprint model
  • Percentage bands for award of star rating
  • Clarity of the requirements for the achievement of 7 star rating

• Module 5 -
  The SERVQUAL & RATER Models
  • Contextualize SERVQUAL in the organization
  • The RATER version of SERVQUAL
  • Review, audit, analysis and action planning against these models

• Module 6 -
  Cycles Of Service
  • Identification of the ‘cycles of service’
  • Identification of ‘complications’
  • Application of the steps, standard categories
  • Construction of learning & action plan from this module

• Module 7 -
  Making The Shift To “Customer-Centric” Service Delivery
  • A review and analysis of current status
  • Examples of non-customer-centric delivery
  • Using case studies to explore shift required
  • What does 7 star best practice look like in customer-centric service delivery

• Module 8 -
  Building A “True Service Culture”
  • Alignment of vision, mission, strategy
  • Communication
  • Staff engagement
  • CADILLAC strategy for culture development
  • Pro-active management

• Module 9 -
  Service Innovation
  • Encouraging, driving innovation & creativity
  • Gather suggestions, ideas and challenges
  • Using customer satisfaction surveys
  • Incentivized innovation
  • Using MOT identification and analysis to drive service innovation and creativity

• Module 10 -
  Executing The Project To Achieve The Desired Star Rating
  • Mapping out the scope of actions required
  • Priority list for improvement actions
  • Evaluating performance improvement cost
  • Application of well-known and lesser known project management approaches