establish customer requirements and measure customer satisfaction

British Quality Foundation
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Understand how to establish customer requirements and measure customer satisfaction

Delegates will:

Appreciate why understanding customer requirements (both external and internal) is central to an organisation¡¯s success
Understand the difference between the customers¡¯ requirements and what the organisation believes its customers want
Learn about the different techniques that can be used to establish customer requirements
Learn about the different techniques that can be used to measure customer satisfaction
Workshop includes:

The strategic importance of customers and links to Excellence
Different categories of customers
The process by which customer requirements can be established
The importance of measuring customer perception data
The relationship between internal performance measures and customer satisfaction measures
...''

Phone:020 7654 5000

School Address:

32-34 Great Peter Street, London, SW1P 2QX

Jobs & Resumes: London
Houses & Roommates: London

Excellence Model - self assessment
Balanced Scorecard
identify and manage the organisation¡¯s key processes
Excellence Model, ISO9000 and other quality initiatives
plan and prioritise improvement action
benchmarking to improve performance
Health and Safety legislation and improve business efficiency
measure and manage business performance
lead high performing teams
Innovation in Organisation
Committed to Excellence (C2E)
Lean Six Sigma
knowledge management strategy
sustainable change
Systems Thinking

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