P3CS3-1
Table of Contents
- Tutorial Video
- Reading Materials
- ‘What is Root Cause Analysis?’ on the ASQ (American Society for Quality) website
- ‘What is negotiation?’ webpage from the Skills You Need website.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Find and read: ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Read chapter three ‘Monitoring customer service’. N.B. You should be able to borrow this book from your local library.
- Click to read: Chapter four ‘Key problem solving strategies’ in ‘Decision making and problem solving’ by John Adair, published by Kogan Page.
- Think And Challenge
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