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The National Wages and Productivity Commission The Service Quality Training Program is a service Explains the basic concepts and principles of
(NWPC) of the Department of Labor and Employment quality management improvement tool, aim at enhancing service quality, approaches in creating an “error free”
and its Regional Tripartite Wages and Productivity Boards workforce knowledge and skills to create an “error free” service, art of error recovery, communication and
(RTWPBs) developed the Service Quality (SQ) Training service to clients. teamwork for quality service.
Program for the Hotel & Restaurant Industry.
This will likewise define tools and techniques
Essentially, the program is a response to the 2007 necessary in developing creative solutions to errors
National Human Resource Conference commitment of in the delivery of service.
mainstreaming a culture of productivity in key employment
generators (KEGs). As its initial offering, the program is
zeroing on the hotel and restaurant industry. HOW TO AVAIL OF THE SERVICE QUALITY
TRAINING PROGRAM
To gain support for the SQ program, the NWPC
entered into a partnership of agreement with the Companies interested to become beneficiary-firms
Department of Tourism (DOT), Hotel and Restaurant may apply at the NWPC or RTWPB offices in their
Association of the Philippines (HRAP) and Technical respective localities, or visit the NWPC website: www.
Education and Skills Development Authority (TESDA). nwpc.dole.gov.ph.
The agencies agreed to provide the following services:
EXPECTATIONS FROM BENEFICIARY FIRMS:
NWPC/RTWPBs - conducts the SQ training program EXPECTED OUTPUT
(soft skills) • Creation of SQ Improvement Team that will
For the company to formulate a service quality
oversee/monitor the program implementation
improvement program that would create an “error free”
TESDA - free skills training (hard skills) including • Documentation of improvement program results
service delivery.
assessment and certification in Hotel and Restaurant • Sustenance of program for continuous development
Management tradeable areas of SQ best practices
TARGET COMPANIES
DOT - provides critical information on emerging trends
D
in the industry; referrals and linkages with local affiliates; • Hotel/Restaurant categorized as standard or
economy/fast-food group “Service Quality is the job
program evaluation of the entire organization”
• With basic systems in place (e.g. selection, hiring/
HRAP - referrals and networking assistance; recruitment)
monitoring and evaluation • A commitment to allow their workforce to partici-
pate in the SQ Program
• Willing to undertake the quality improvement in the
company
TRAINING PARTICIPANTS
• Supervisors/managers
• Workers
For more information,please contact:
RTWPB V (Bicol Region)
ANST Bldg., Washington Drive, Legaspi City 4500
Stop ERROR!
Tel. No.: (052) 4815676 Telefax: (052) 8206692