Advanced Customer Satisfaction Measurement

Course overview

This advanced-level course in Quality & Operational Excellence goes deep into the advanced aspects of Customer Satisfaction Measurement. It combines international standards and codes with case studies from oil & gas, utilities, industry and government across the GCC, Africa and worldwide, with workshops and pre/post assessment.

What you will learn

• Explain the core concepts and governing standards of Customer Satisfaction Measurement
• Apply proven Customer Satisfaction Measurement methods and tools to real workplace situations
• Analyse problems and select practical solutions
• Assess performance and compliance with measurable indicators
• Build an action plan to improve Customer Satisfaction Measurement in your organisation

Who should attend

Quality managers, auditors, process owners and improvement teams

Daily outline

1. Day 1
   Principles, terminology and governing standards
2. Day 2
   Methods, tools and technical requirements
3. Day 3
   Assessment, analysis and decision-making
4. Day 4
   Implementation, case studies and lessons learned
5. Day 5
   Performance measurement, improvement and final assessment
6. Day 6
   Advanced techniques and specialist applications
7. Day 7
   Risk, integrity and compliance management
8. Day 8
   Digital tools, data and analytics
9. Day 9
   Integrated workshop and simulation
10. Day 10
    Capstone project, presentations and certification assessment

Upcoming dates

Certificate

ITQAN Global Academy certificate of completion for participants who meet attendance and pass the assessment.