How to Satisfy Your Customers: An Introduction to Quality

Self-paced distance learning with study materials and tutor support

Inovra Group Ltd


£15 inc VAT
Study method
Online, On Demand What's this?
0.8 hours
No formal qualification
Additional info
  • Tutor is available to students
  • Certificate of completion available and is included in the price

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Are you curious about Quality? Want to understand how ISO 9001 certification can be achieved and what's involved in the process?

This tutor-supported online course aims to answer those questions and many others.

Written by a ISO 9001 Lead Auditor, it explains in simple plain language what quality means, how it applies to organisations, and through examples and case studies it shows you how to start developing and using a quality mindset at work.


This short course will provide learners with a background understanding of what Quality is, and how it can be managed using formal techniques to deliver better products and services.

Working at your own pace, learners will learn:

  • How to define Quality and why it's important
  • The Benefits of Formal Quality Management
  • The differences between Quality Plans, Quality Management Systems and ISO 9001
  • The Three Fundamental Concepts underpinning Quality Management
  • How Organisations can be better managed using Quality Management techniques
  • A Practical Case Study-driven exercise to enable learners to demonstrate their new Quality Management skills

The course is self-paced and learners are supported by a practicing Quality Management Consultant as a Tutor.


Who is this course for?

Anyone with an interest in what Quality is, or who has been asked to do any form of Quality work for their organisation.


A basic understanding of how the operational elements of an organisation function (that is, the departments and teams that produce and deliver the goods/services to the customers) is useful but not essential.

There is a handout to print for the practical Case Study exercise, so access to a printer for this element is needed.

Questions and answers

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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