MCFMCS

This course is designed to provide participants with an in-depth understanding of customer feedback management. Participants will be provided with knowledge on customer expectations and how to deal with feedback received. They will also be trained on how to receive and manage feedback from the point of feedback receipt to problem resolution. Advice will also be provided on how to analyse and use the feedback as a basis for Continual Improvement. Participants will also be introduced to the concept of “360° Feedback System�. The course will also address the basic principles involved in measuring customer satisfaction. Advice will also be provided on how to identify target respondents, the essential elements in designing a survey and identifying metrics/parameters to be measured.

Course will also address the newly introduced ISO 10002:2004 Quality Management - Customer satisfaction - Guidelines for complaints handling in organizations.

Important for ISO 9001:2000 certified organisations.

Objectives

• To provide participants with a detailed understanding and the importance of effective Customer Feedback Management and the related processes.
• Identify the various parties that relate with the organisation.
• Introduce the concept of systems thinking i.e. 360° Feedback System, in feedback management.
• How to use feedback as a basis for continual improvement and improved strategic planning and thinking.
• Using feedback and satisfaction as a basis for establishing Key Performance Indicators (KPI) and client charters.
• To provide participants with knowledge on how to plan, design and measure customer satisfaction.
• To help participants integrate the knowledge from the above into their existing ISO 9001:2000 QMS.

Duration

Two (2) Days - 9.00 a.m. to 5.00 p.m. (with breaks for morning, lunch and evening)