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Course Details

E01.4.2-OL-1416 - Dynamic Customer Satisfaction Systems Design

Course Overview

Managing Customer Satisfaction Level is one of the prime objectives for op management. It is only with satisfied Customers that Business results are delivered.

Customer Satisfaction is a perception. It is also a question of degree of satisfaction. It can vary from high satisfaction to low satisfaction.

If customers believe that you have met their requirements, they experience high satisfaction. If they believe that you have not met their requirements, they experience low satisfaction.

Since satisfaction is a perception, customers may not be satisfied even though you have met all contractual requirements. Customer Satisfaction consists of 2 components.

  • measuring Customer Satisfaction through Surveys and
  • monitoring Dissatisfaction through Complaints Tools.

Just because you haven’t received any complaints doesn’t mean that customers are satisfied.

There are many ways to monitor and measure customer satisfaction. Our system allows you to gather customer satisfaction and opinions by using a dedicated survey.

Each survey can be individually created and the responses can be in the form of multiple choice or personal and individual feedback.

Our system offers tools for capturing, recording, managing, tracking, analysis and reporting of customer satisfaction.

QMSrs Provides valuable data on customer satisfaction based on direct customer feedback and taking into account expressed dissatisfaction.

The process, work instructions and templates for managing Customer Satisfaction are provided within the module.

Aims & Objectives

You will be able to learn, understand and utilise our customer satisfaction management module which is feature rich and includes the follow functions.

  • Simply customize and brand your customer surveys
  • Control if survey is anonymous and password protected
  • Customize the number of questions per page
  • Analyse survey data using graphical reports and analytical tools-dashboard.
  • Reports are customizable and all data can be exported
  • Survey management services available
  • Unlimited Questions Per Survey
  • Unlimited Customer Support
  • Easy and simple access to all the features.
  • Notification – instant electronic notification of all targeted respondents.
  • Control of survey is anonymous and password protected.
  • Create new survey or use an existing survey as a starting point.
  • Respondent answers can be multiple choice selection or individual opinions.
  • Reports are customisable and all data can be exported to any Microsoft package.
  • Permission level – access to this module can be individually controlled.
  • Communication channel for discussion or sharing of information.
  • Process – in-built flow chart to explain the methodology used within this module.
  • User guides – work instructions built-in to the Process to help users use the system.

Target Audience

Personnel from all organisational functions, who will be involved in Inventory management or Warehousing as well as Procurement and Quality personnel.

Special interest for Inventory Management System, Quality Management professional, Project Management Professionals, Engineers, Sales & Marketing Staff, Human Resource Professionals, Bid & proposal professionals, Finance Managers.

Who Should Attend:

  • Process Professionals
  • Strategic Planning Professionals
  • Managers
  • Engineering Practitioners
  • Excellence Practitioners
  • Company Executives
  • Project Managers
  • Supervisors or Management Practitioner
  • Continuous Improvement Practitioner

Pre-Requisites

A combination of the below requirements shall suffice

  • BA or BSc in engineering, sciences or business management related subject
  • Basic quality qualifications and or experience
  • Already working in a Management or supervisory role
  • Already working in Quality with Basic Knowledge of ISO 9001:2015
  • Black Belt candidates generally have college degrees in industry-related fields, including
  • Comfortable with mathematics
  • Experience in problem solving
  • Microsoft Office tools such as Word and Excel
  • Good English level

Program Format/Style

Online Learning [OL] Self-Paced Course Format

  • Course will run as and when you have time.
  • You can do the course at your own leisure.
  • You can log in and log out as many times as your package allows
  • You can visit the same course more than once

Daily Schedules

NA for Online Courses. You can visit the same course more than once

Handouts

All students will be supplied with customized course materials. You are able to download the course material for online courses. Online eLearning courses remain accessible for students electronically

Indicative content

This course provides a shared understanding in:

  • Introduction
  • Definition
  • Creating Survey
  • Managing Survey
  • Designing Survey Answers
  • Defining Survey Questions
  • Managing Survey Questions
  • Taking Survey
  • Reporting
  • Email Notification
  • Continuous Improvement
  • Documentation
  • Course Test
  • Conclusion
  •  

Daily Agenda

NA for Online Courses. You can visit the same course more than once

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