The aim To demonstrate the value of addressing the causes of customer complaints to improve the quality process. About the programme This witty programme makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer and that's a problem that crops up again and again because no-one has attempted to solve the underlying issue. But not in the way the manager of a retail operation responds - by conducting a witch-hunt. She comes to realise that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution and this often means getting different departments to talk to each other. The benefits -Managers will learn how every complaint can be used to improve the quality process -Shows the importance of allowing staff to solve the problems and propose solutions that should be monitored against agreed targets -Better quality products and processes lead to fewer complaints, improved morale and more satisfied customers. Programme includes: DVD (28 mins) Briefcase Booklet Discussion Guide

The aim To demonstrate the importance of quality About the programme Introducing the idea of quality to an organisation is best shown by practical demonstration. Quality, why bother? features Lenny Henry as a TV presenter making a programme about quality in our working lives. It shows how the cameraman, the sound recordist, the typist and many others each contribute to the total quality of the presentation - in spite of disasters along the way! The lighthearted approach shows that quality benefits everyone, that it can be measured and that it is worth bothering about. It also shows that quality is not just the responsibility of one person or one department. Everyone can help make quality happen. The benefits Shows that quality benefits everyone and is everybody's responsibility Ideal for induction programmes Programme includes: DVD(8 minutes)

The aim To create an atmosphere in which everyone can make decisions that will benefit the customer. About the programme A company's major customer arrives for a show-down meeting to announce that she will be taking her business away from the company. During the meeting she points out how empowering staff to use their own discretion when making decisions enables them to provide better all-round customer satisfaction. Measuring performance from the customer's perspective helps reveal where quality has suffered and prevent the same mistakes happening again. The objective is to replace the chain of command with a 'chain of confidence'. The benefits Managers will learn that quality is a key component of customer service Knowing how to empower people at all levels and back their decisions will improve this service Demonstrating confidence in staff will also improve staff motivation, productivity and performance Programme includes: DVD(25 mins) Briefcase booklet Discussion guide

The aim An introduction to process management. About the programme Every organisation has processes; a series of operations changing one thing (a product or service) into another. Achieving 100 per cent quality first time, every time requires everyone in the process treating the next person in the line as an internal customer. They should then discover their internal customer's requirements - and how to meet them. This is Process Management, the approach explored by Dwight (Andrew Sachs). It demands 100 per cent commitment from everyone in an organisation; but it repays effort in both improved productivity and job satisfaction. The video makes the point that it is the responsibility of managers to act as process 'owners', maintaining the links with all the people in the process chain. Of course, there are less ideal ways to approach quality. Dwight uses to examples - one where the process management approach is needlessly complicated - to make his point. Dwight concludes that quality is not confined to products and services, it's the way that organisations work. The benefits Identify internal and external customers Find out their needs Deliver 100% quality down-the-line The process should be as good as the product or service. Programme includes: DVD(21mins) Combined booklet and guide.

The aim To make everyone aware that they must all assume responsibility for accuracy and attention to detail. About the programme Fail to communicate the tiniest detail clearly and any project can turn into a disaster on a grand scale. In The kingdom was lost, an internationally renowned architect fails to spot that the specification for a lift system lacks a crucial zero - and a prestigious project is doomed to failure. But he wasn’t the only one to blame - everyone in the team from the office junior to chief sub-contractor is guilty of failing to communicate clearly and check detail. As detail after detail is overlooked, the knock-on effect proves disastrous and it’s the combined errors of the team that bring about the ultimate failure. Your organisation’s projects might not be as grandiose, but they can have an equally significant impact on your business if they go wrong. The old moral tale that traces the loss of a kingdom to the loss of an insignificant horseshoe nail underscores this new cautionary tale for the modern era. The benefits -An insightful video that sets the scene for a whole range of training sessions -A realistically-portrayed sequence of events that illustrates how every member of a team counts -Makes people aware of how easy it is for detail to be overlooked in a pressure situation Programme includes: DVD(20 mins) Course guide 4 OHPs Quick guide

Aim To make everyone aware that it is not worth spending time on anything that has no value to the customer. The video Spend less time doing unnecessary tasks; deliver your product or service faster and to a high quality and you'll achieve higher levels of customer satisfaction. It means analysing your processes and identifying which steps add value and taking out those that don't. The programme shows that to be value-added, a process-step must be seen by the customer as important, it must change the product or service and it must be done right first time. Features and applications Makes everyone understand they contribute to customer satisfaction Practical lessons for all staff - not a management-oriented time-management or just-in-time strategy Programme includes: Video (18 mins) Leader's guide