Clients need our Service Quality Management service, if they are looking for
specialized help from industry-experts on long-term basis, to

• Establish/ maintain a Service Quality (SQ) policy in line with your businessstrategy,
• Establish/ maintain SQ standards, procedures, checklists in key focus areas,
• Establish and maintain SQ governance with roles, responsibilities and rules,
• Establish and maintain SERVQUAL framework and QMS (ISO) customized to your firm,
• Assess existing SQ Measures against benchmarks and analyze the gaps,
• Carry out BPR, Lean, Six Sigma projects in customer service area
• Use Lean Six Sigma methodology, techniques and tools, to manageintegrated SQ program with clear WBS for diverse stake-holders from conception to closure
• Avoid common service pitfalls (About 20% of sales / gross income is theCost Of Poor Quality for an average company “Success through Quality“)
• Manage implementation of Customer Service & Complaints Management System and turn complaints into compliments (80% respondents are unhappy withbanks in the GCC according to a