Course Title: Meeting the Requirements of ISO 9001:2000 . Customer Survey Workshop
Overview
Customers. views of what you provide are the final determinant of business success. However, obtaining good feedback that managers find useful and relevant is not easy. We have developed two half-day interactive workshops that facilitate you through a process of designing and building a system for effective customer feedback that meets and beats the ISO-requirements and adds real value to your organisation.
The Customer Survey Workshop leads you through the steps for developing an effective survey tool to assess the level of customer satisfaction of your customer base. Each workshop stands alone and can be taken separately. The Customer Focus Workshop (see above) presents a range of practical options for building an effective customer feedback process, and poses the questions which lead you to determine how to combine these into a practical system that aligns with your organisation.s situation, strategy and needs.
Objectives
Participants at the Customer Survey Workshop will learn when to use and not use surveys, what kind of survey best suits their needs, how to design and structure an effective survey, tips on questions, how to avoid the traps and pitfalls and a step-by-step process for carrying it through successfully.
The objective of the Customer Focus Workshop (see above) is that participants will be able to identify the options (not just surveys) for gathering customer feedback that they can combine into a system that provides accurate, usable data on their QMS and improvement opportunities.
Content
CUSTOMER SURVEY WORKSHOP
- Do I need a survey?
- Choosing your Customer segments
- Customer Value Analysis
- Designing your Customer Satisfaction Monitor
- Do you Need to Sample? The Rules of Thumb
- Questions that Reveal
- Question Checks and Avoiding Bias
- Doing it! Step-by-Step
- Analysis & Reporting
Who should attend
Ideally, the cross-function team that will develop your customer feedback system should attend as a group. This team should include the Quality Manager, Marketing / Sales Manager, and relevant operational managers.
Pre-requisite knowledge
There are no knowledge pre-requisites for this workshop.
Presenters
Tim Keane MBA, presents this workshop.
Whats included
All participants receive a full set of notes / overheads.
Duration
Half-day
Course Fee
POA for in-house presentation.
Payments by Cheque, Visa, Bankcard, Mastercard.
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