Description

This internship will allow you to become aware of the Marianne Charter in order to define your own quality commitments as well as a reception charter adapted to your structure. You will learn how to use the tools of this approach in order to strengthen the quality spirit of your agents.

Who is this training for ?

Responsible for reception services, responsible for public services, quality project manager, administrative manager for communities, the State and EPA.

Training objectives

Training program

• Identify the principles and issues of Quality
  • - The main principles of improving reception.
  • - Quality stakeholders.
  • - The main concepts: Quality Management, Management System of quality, Quality Manual.
  • - The DEMING Plan-Do-Check-Act wheel, the Ishikawa diagram.
  • - Practical work From examples, presentation of a quality approach.
• Establish your own service quality commitments
  • - Know the commitments of the Marianne Charter and the Marianne label.
  • - Define your Quality objectives: waiting time, quality of information delivered, access to services, openness.
  • - List non-conformities: waiting time too long, incorrect information.
  • - Manage non-conformities: preventive, curative, corrective actions.
  • - Set your objectives of progress and formalize its quality commitments based on reception charter models.
  • - The specificities of welcoming the disabled public.
  • - Practical work Creation of a self-diagnosis by participants of their reception service and formalization of an action plan.
• Implement the Quality action plan
  • - Define operational objectives: access, reception, management of requests and complaints.
  • - Determine those responsible by operational objective and/or service.
  • - Communicate the objectives and elements of change management to your agents: assets, difficulties and strategies.
  • - Describe the process: process identity sheet, flowchart, risk assessment.
  • - Practical work Mapping of a reception process and writing of the flowchart of this process.
• Monitor and measure results
  • - The Quality dashboard: from monitoring tables to the dashboard.
  • - Indicators: physical, social, performance and progress.
  • - The main ones indicators of the Quality of relations with users.
  • - Internal audit.
  • - Satisfaction evaluation: drafting, distributing and using the satisfaction questionnaire.
  • - Set new objectives.
  • - Correction of gaps and establishment of a new action plan.
  • - Practical work Develop the quality dashboard of the reception of its structure.
  • - Exchanges on evaluation practices.