Ex 42 - CUSTOMER SATISFACTION MEASUREMENT AND ANALYSIS

Overview

This ONE DAY workshop is designed to identify what customers perceive to be of value and enable organizations to improve the quality of service provided to customers.

Key Session Topics

• Principles of customer satisfaction
  • internal and external customers
  • customers’ perception of value
  • quality function deployment
  • critical to customer processes
• Current quality models
  • EFQM & MBNQA
  • ISO 9001 : 2000
  • Six Sigma
  • Lean principles
• Customer satisfaction measurement
  • strategy/culture grid
  • market standard and competition
• Quality in service vs product
  • Key parameters
• Role of surveys
  • Strengths and weaknesses

Benefits

The ability to implement an effective customer satisfaction monitoring system.

Who Should Attend

• Those with the responsibility for developing quality thinking in their organizations
• Service or manufacturing management who wish to identify and improve their customer interfaces

Course Techniques

The workshop is highly participative and you will be expected to contribute fully to discussion.  Case studies are taken from real companies to illustrate best practices.

Follow Up

The workshop introduces concepts which may be new to delegates. Excel can provide help in developing these ideas in company