Get Your ICHM Certificate of Achievement in
Quality and Customer Experience Management in Hospitality

“How to improve your organisation and drive business success”

Learn how to identify the objectives of quality management and CEM
Learn how to appreciate a process oriented view on the hospitality industry
Learn how to apply quality deployment to organise the effort
Learn how to create an experience rather than a service
Learn how to identify the most important quality management systems (ISO, EFQM etc.)

Course Details

Customer satisfaction is a key requirement to retain customers, generate positive word of mouth and thereby increase revenues and profitability. Quality and CEM are two applications enhancing customer satisfaction and thereby contributing to profitability. In this module, participants will learn about the fundamentals of quality management, how to develop standards and deploy them as well as controlling the effort.
Quality management systems will be introduced beyond quality management, participants will learn about the principles of CEM an how to create a true experience and measure its success. Satisfying customers is not enough, exciting them and creating a memorable experience is the objective.

Class Dates:  14th, 15th & 21st April 2017

Time: Friday:  11:00 – 20:00 & Saturday: 10:00 - 19:00

Location: MODUL University Dubai Campus  |  4th Floor, ONE JLT, Jumeirah Lakes Towers

Certificate of Achievement is issued by MODUL University Dubai and the world's leading MODUL Tourism College of the Vienna Chamber of Commerce. 

Tuition Fees: AED 4,735 equivalent to USD 1,290 

Eligibility: English proficiency - contact our advisors for a complete list of requirements

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About Our Lecturer

Stacey Kurzendorfer

Stacey is passionate about change and helping companies succeed. She has enabled many companies to become more internally competitive and achieve their goals by supporting project teams and leaders so that “the people side of change” is managed and desired behaviors are embraced to enable both personal and business transformations as part of the journey.

She has brought this expertise to bear in both consulting and full-time positions in international and local companies where there are changes to processes, systems, organizational structure, and job roles – any of which involve transformations where the balance between leadership, change management, and project management is critical.

Stacey is multi-lingual and has worked in Asia, North America, South America, and Europe in several different industries including hospitality, manufacturing, IT, and education in both the public and private sectors. She is a change “resistance coach” who takes both a structured and intuitive approach working at all organizational levels to support transformations at the group and individual level, so that optimum ways of working are embedded through the organizational culture.

In addition to her native English, she speaks Mandarin Chinese, German, and Spanish.

Certifications/ Qualifications:
• ProSci Certified Change Management Practitioner
• ASQ Certified Manager of Quality and Organisational Excellence
• Enabling Change Programme: Innovative HR Solutions
• Six Sigma Blackbelt
• BA in Sociology (Summa cum Laude) and BSc. in Science, (McMaster University in Canada)
• Master’s in Industrial Relations (Queen’s University, Canada)
• Post-Graduate Studies in International Business (Capilano University, Canada)

About MODUL University Dubai

With over 100 years of academic excellence, MODUL University is the world’s oldest institution offering academic and vocational education in hospitality from the age of 14 to PhD. The state-of-the-art Dubai campus is located in ONE JLT making it the first Austrian university in the Middle East.

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