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Quality in Customer Satisfaction: Essential Strategies for Success

Explore the importance of quality products and customer satisfaction in the financial services industry. Learn project management approaches, communication strategies, and the future of e-learning programs. Enhance client relationships, meet requirements efficiently, and deliver top-notch educational solutions. Discover the value of blending classroom, web, and self-study courses and ensuring tailored solutions for client success.

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Quality in Customer Satisfaction: Essential Strategies for Success

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  1. Quality & the Customer:Getting It Right Mike Dodge Director of E-learning FT Knowledge

  2. E-Learning • The Commercial Point of View • Quality Products • Satisfied Customers

  3. FT Knowledge • Pearson plc • Pearson Education • Penguin • FT Group • Financial Times • FT Business • FT Data • FT.com

  4. FT Knowledge • Training Division of the FT Group • Training Provider • Course Developer • Financial Services Industry • Global Company We Provide Financial Education to Help Business

  5. What We Do • Classroom Instruction • Day • Evening • Seminars • E-learning • Off-the-Shelf • Custom Projects

  6. E-learning Programs • The Guide • Interactive Exercises • Instructor Support • On-line Assignments • Exams • Glossary • Student Tracking and Information

  7. E-Learning Platforms • Learning Management Systems • Docent • Vcampus • AICC/SCORM • Learning Content Management Systems • Asynchronous/Synchronous Systems • Centra

  8. Quality -- What Is It?

  9. Quality -- What Is It? • Meeting the Customer’s Requirements

  10. Working with Clients • Corporate Clients • Customer Perspective • FTK Perspective

  11. Working with Clients • Project Management Approach

  12. Working with Clients • Project Management Approach • Identify Stakeholders • Define Requirements • Plan The Project • Implement The Project • Support The Project

  13. Project Management Approach • Identify Stakeholders • Define Requirements • Kick-Off Meeting • Regular Follow-Up Meetings • Align with Business Goals • Plan The Project • Implement The Project • Support The Project

  14. Project Management Approach • Identify Stakeholders • Define Requirements • Plan The Project • Implement The Project • Support The Project

  15. – Working with Clients • Change Management • Murphy’s Law • Prepare for the Unexpected • Anticipate • Manage Change, Don’t Control It • Be Flexible • Communicate – Tell, Tell, Tell

  16. Working with Clients • FTK Experience – A Short Story

  17. Lessons Learned • Understand the Costs vs. Benefits for All Parties • Define Business Goals (and Requirements) and Match with Technology • One-size Doesn’t Fit All • Communicate, Communicate, Communicate

  18. The Future • Classroom vs Web vs Self Study • The trend appears to be toward more blended or combined courses • Provide SCOs • Combine and Recombine Only What’s Needed • Issues With What Level Is Best

  19. Quality Projects • Understanding the Customer’s Requirements • Communicating with the Customer • Then Meeting The Requirements • Ensures We Can Deliver Quality Products and Have Satisfied Clients

  20. Conclusion • Combination of our • Skills • Knowledge • Experience • Project management • Course development • e-learning • Gives Us the Capability to Create and Support Our Clients in All of the Learning Projects They Need

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