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P3CS3-1
Table of Contents
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
