Skip to content

PT207 - Managing Customer Excellence

Temple Quality Management Systems

Summary

Price
£954 inc VAT
Or £79.50/mo. for 12 months...
Study method
Distance learning
Duration
3 days · Self-paced
Certification
ISO 9001: Quality Management Systems Practitioner
Professional certification What's this?
Additional info
  • Tutor is available to students

Overview

This course provides the practical skills required to identify different types of customers and stakeholders, gain insight into their requirements and translate requirements into their organisation’s governance, assurance and improvement processes, hence driving customer excellence.

Certification

ISO 9001: Quality Management Systems Practitioner

Chartered Quality Institute logo

Course media

Description

PT207 - Managing Customer Excellence
Practitioner Level
Course duration: 3 Days (Classroom) or 8 weeks by Supported Distance Learning
Recommended prior knowledge: FD105 Introduction to product and service management

Who is it for?

This course is designed for those who are practising in quality and aspire towards middle management.


Indicative course content:

Requirements for a customer-focused organisation:

  • The organisation as a system
    Organisational processes for listening to the external environment, including SWOT and PESTEL
  • Relationship to strategy development and stakeholder analysis
  • Relationship to strategy deployment (Hoshin-Kanri) and quality objectives
    Customer requirements for process-based approach, product and service quality planning and improvement
  • Requirements of ISO 9001 for customer focus
  • Concepts of supply chain excellence

Establishing customer requirements:

  • Identifying the customers
    Understanding the different types of requirements
  • Construction and use of the Kano Model
  • Establishing critical to quality deliverables
  • Construction and use of CTQ Trees and requirements matrices
  • Capturing the voice of the customer:
    Different methods for capturing the voice of the customer
  • Techniques for interviewing the customer, focus groups and questionnaires
  • Customer survey design
  • Customer knowledge banks
  • Customer observation techniques

Translating customer requirements:

  • Operational definitions
  • The Customer Interaction Cycle
  • Managing risk of customer dissatisfaction

Analysis of data:

  • Types of data: qualitative, categorical, ordinal, discrete (or attributes), continuous (or variables) and the benefits/drawbacks of each
  • Data collection
  • Sampling methods (random, systematic, stratified)
  • Affinity diagram, interrelationship diagraph

Assessing customer satisfaction:

  • Cost of poor quality
  • Different data types and their benefits/drawbacks
  • Analysis of customer survey results
  • Customer journey mapping
  • The role of social media in broadcasting success or failure

Handling customer feedback:

  • Complaint handling
  • Root cause problem solving
  • Handling positive feedback

Innovation and new products/services:

  • Customer behaviour and product/service interaction
  • Techniques to evaluate the external environment
  • Scenario planning techniques


This course includes a one-hour multiple choice examination.

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.

Ask a question

Reviews

Currently there are no reviews for this course. Be the first to leave a review.

Leave a review

Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, 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.

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 Reed Courses, many of which can be completed online.

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.

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.
View all
Similar subjects: Engineering
Related searches: Online courses

Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved.