E-Learning on Service Quality

What will I learn?

This course uses the ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations.

• Service quality framework: what is it, why is it important, and how can I develop one?
• Engaging with participants: aims, benefits, and modes of engagement
• Product development lifecycle: how should service design be organized and implemented?
• Service fundamentals: how to identify priority methods for service improvement
• Measurement and feedback: how to measure, benchmark, and analyze
• Service culture: creation and sustainability
• Continuous improvement: how to create a management philosophy

What will I be able to do?

• Understand core approaches to improvement in service quality based on international best practices
• Identify roles and responsibilities of social security professionals in the field of service quality
• Utilise the ISSA Guidelines as a framework for improvement in service quality within national social security institutions
• Develop country-tailored innovations drawing on experience from other countries

Why should I join?

This new e-learning course is designed specifically for social security professionals from ISSA member organizations.

• ISSA-accredited experts with decades of international experience in social security administration
• Join and interact online with a global network of professionals from other ISSA member organisations to share learning and best practices
• This new e-learning course consists of a blend of online resources on good practices and case studies, 'real time' interactive sessions led by highly experienced trainers, individual and collaborative group exercises using our eCampus platform
• Successful candidates receive an ITCILO Certificate of Achievement