P & Q Solutions Co., Ltd

Customer Satisfaction in ISO 9000:

• Purpose:
  • To provide organization’s personnel with understanding on customer satisfaction concept and how to evaluation of customer needs and satisfaction in order to achieve compliance to ISO 9000 and improve management effectiveness and efficiency.
• Course outlines:
  • Introduction to quality,
  • Concepts of internal, external customer and customer satisfaction in ISO 9000,
  • The necessity of customer needs and satisfaction evaluation,
  • ISO 9000 requirements on customer needs and satisfaction,
  • Method of collecting customer needs,
  • Method of collecting customer satisfaction,
  • Degrees of “importance of quality” and satisfaction to quality”,
  • Planning for evaluation of customer satisfaction,
  • Use of statistical tools in evaluation of customer satisfaction.
• Targeted participant:
  • Key personnel from functions, especially from sales and marketing.
• Time schedule:
  • 02 days (16 hours).