• training@skillsforafrica.org

Effective Monitoring Of Service Charters Course


Customer Satisfaction is pivoted on expectations of customers. It is therefore of paramount importance that every organisation commits to providing services that meet or, better still, exceed those expectations. These commitments should be documented in a Clients Service Charter, which must be shared with the entire workforce to ensure that each employee is obligated to fulfill his or her role in the service value chain; thereby resulting in excellent service performance. The Charter specifies the standards of the services that the organisation is committed to provide to users and pledges that all employees will fulfill their performance obligations. Therefore, the standards must be set professionally to avoid ‘false promises’. Since the Charter is a living documents, it should be updated from time to time in sync with changes in the environment. This course will empower participants to develop, manage and review Clients Service Charters that 'work’.


At the end of the course, the participants will be able to:

  • Develop, implement, manage and review a Clients Service Charter.
  • Assess the effectiveness of Charters that are already operational and formulate a plan of action for reviewing the charter, for their organisations.
  • Draft a Clients Service Charter and a Strategy for implementing, managing and reviewing the Charter.
  • Use effective monitoring tools and techniques to identify and track issues related to service performance.


10 Days


Employees at all levels, that are involved in the Clients Service Charter; and, those that are planning to develop a Charters for their organisation(s).


Why introduce a service charter?

  • Service charters and other quality
  • management tools
  • Benefits and limitations of service charters
  • Conditions for introducing service charters

Principles Underlining Service Charters

  • Standards
  • Information and Openness
  • Putting things right
  • Value for money

How to draft a charter

  • Define the concept of quality of your organisation
  • Establish a hierarchy of objectives
  • Defining performance indicators and targets
  • Map your stakeholders
  • Draft your charter

Finalising your draft charter

  • Consult effectively with your staff on the draft charter
  • Consult effectively with the target group(s) of your charter
  • Implement a complaints and suggestion system
  • Promote and communicate of the charter

Indicators of Managements Intent to Implement Service Charter

  • Ownership
  • Visibility
  • Commitment
  • Training of Staff

Managing Service Charters

  • Monitoring and evaluation of service charter
  • Charter revew and promotion
  • Publishing complaints information
  • The role of information technology (IT)

Measurements of Performance of Service Charters

  • Measuring service quality including objective and subjective measures
  • Measures of customer satisfaction
  • Efficiency of service performance
  • Indicators of customer experience

Analyzing Service Charters Performance

  • The quality of services provided
  • Frequency of service updates
  • Accuracy of service updates
  • Timeliness of service updates
  • Comprehensiveness of service updates
  • Response time of service updates
  • Customer service level

Feedback for Monitoring Service Charters

  • Characteristics of effective feedback
  • Components of Feedback
  • Methods of delivering feedback
  • Consideration for effective feedback

How to use a charter for service improvements

  • Monitor service and quality standards
  • Collect subjective performance information
  • Draft service improvement action plans (SIAPs)
  • Making service improvements sustainable


Course Schedule
Dates Fees Location Apply
12/08/2024 - 23/08/2024 $3000 Nairobi Physical Class

Online Class
09/09/2024 - 20/09/2024 $3000 Nairobi Physical Class

Online Class
14/10/2024 - 25/10/2024 $3950 Kigali Physical Class

Online Class
11/11/2024 - 22/11/2024 $3000 Mombasa Physical Class

Online Class
09/12/2024 - 20/12/2024 $3000 Nairobi Physical Class

Online Class