Monitoring and Measuring Customer Satisfaction Using ISO 10004:2012 2016

Topics

• The difference between a complaint in each system
• The requirements in a QMS
• An explanation of the Kano model to characterise expectations
• Methods to identify customer expectations
• An explanation of different survey methods and their applications
• Methods to collect customer satisfaction data
• Communicating customer satisfaction data
• Techniques to analyse customer satisfaction data
• Using Preventive Action for improvement
• Issues related to Management Review

Who should Attend

• Regulatory Managers
• Quality Managers
• Marketing Managers
• Sales Managers
• Complaint Handling & MDR Specialists
• Project Managers
• Data Analysts