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QMS 168: Special Topics in Quality Management: (Topic)
0.40 - 6.00 Credits
Gateway Community and Technical College
Various topics, issues and trends will be addressed. Topics may vary from semester to semester at the discretion of the instructors; course may be repeated with different topics to a maximum of six credit hours. (Grading Basis: Pass/Fail).
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QMS 169: Special Topics in Quality Management: (Topic)
0.40 - 6.00 Credits
Gateway Community and Technical College
Various topics, issues and trends will be addressed. Topics may vary from semester to semester at the discretion of the instructors; course may be repeated with different topics to a maximum of six credit hours. (Grading Basis: Letter Grades/No GPA).
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QMS 201: Customer Service Improvement Skills
3.00 Credits
Gateway Community and Technical College
Students will develop cognitive processes and behavioral skills needed to improve personal and work group effectiveness. Techniques are discussed and demonstrated in assessing internal and external customer needs and develop plans for delivery of quality customer service. Topics include customer's point of view benchmarking quality customer service processes, developing partnerships with customers, measuring customer satisfaction, self-evaluation, personal mission statements, time management, communication and listening techniques, coaching, mentoring, group problem solving, and decision making techniques. Lecture: 3 credits (45 contact hours). Prerequisite: QMS 101 or Consent of Instructor.
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QMS 2011: Personal Effectiveness for Quality Customer Service
1.00 Credits
Gateway Community and Technical College
Provides for the development of cognitive processes and behavioral skills needed to improve personal and work group effectiveness. Includes self-evaluation, personal mission statements, time management, communication and listening techniques, coaching, mentoring, group problem solving, and decision making techniques. Prerequisite: QMS 101 or consent of instructor. Lecture: 1 credit (15 contact hours).
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QMS 2011 - Personal Effectiveness for Quality Customer Service
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QMS 2012: Understanding the Customer
1.00 Credits
Gateway Community and Technical College
Includes techniques for assessing internal and external customer needs and developing plans for delivery of quality customer service. Includes customer's point of view, benchmarking quality customer service processes and developing partnerships with customers. Prerequisite: QMS 2011 or consent of instructor. Lecture: 1 credit (15 contact hours).
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QMS 2013: Analyzing the Health of the Customer Service Relationship
1.00 Credits
Gateway Community and Technical College
Includes how to measure customer satisfaction, using decision making techniques. Prerequisite: QMS 2012 or consent of instructor. Lecture: 1 credit (15 contact hours).
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QMS 202: Performance Management
3.00 Credits
Gateway Community and Technical College
Students are introduced to a systematic, data-oriented approach to managing people for maximizing performance and quality. Data are used to measure and evaluate effectiveness of performance. Organizational and individual behavior will be studied in the context of increasing performance and quality. Lecture: 3 credits (45 contact hours). *M*
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QMS 2021: Introduction to Performance Management
0.60 Credits
Gateway Community and Technical College
Emphasis on performance management and the ABC model of behavior change. Lecture: 0.6 credits (9 contact hours).
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QMS 2022: ABC Analysis and Delivering Reinforcers
0.60 Credits
Gateway Community and Technical College
Principles of ABC analysis with emphasis on reinforcers and techniques in delivering reinforcers. Prerequisite: QMS 2021 or consent or instructor. Lecture: 0.6 credits (9 Contact hours).
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QMS 2023: Reinforcement Schedules and Unwanted Behavior
0.60 Credits
Gateway Community and Technical College
A variety of reinforcement schedules will be introduced and a number of procedures will be analyzed in dealing with unwanted behavior. Prerequisite: QMS 2022 or consent of instructor. Lecture: 0.6 credits (9 contact hours).
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