Quality Management - Customer Satisfaction (based on ISO 10001, 10002)
OBJECTIVES
This training course isdesigned to assist certified organizations in the organizational framework for:
· Decision-making and action to use in codeplanning, design, development, implementation, maintenance and improvement.
· The organization’s processes related to customersatisfaction - code of conduct, complaint handling and external disputeresolution.
· ISO 10001 : 2007 ‘Quality management — Customersatisfaction — Guidelines for codes of conduct for organizations
· ISO 10002 : 2004 Quality management-— Customersatisfaction — Guidelines for complaints handling in organizations
· ISO 10003 : 2007 Quality management— Customersatisfaction — Guidelines for dispute resolution external to organizations
WHO THE COURSE IS FOR?
This course is designed foranyone who is responsible for developing, implementing, and maintaining acompliant and successful Quality management system - Customer Satisfaction
COURSE CONTENTS
· Understand and outline the structure and contentof Inter- relationship of ISO 10001, ISO 10002 and ISO 10003
· A customer satisfaction code of conduct consistsof promises and related provisions that address issues such as productdelivery, product returns, handling of personal information of customers,advertising and stipulations concerning particular attributes of a product orits performance).
· A customer satisfaction code of conduct can bepart of an effective approach to complaints management. This involves:
a) Complaints prevention, by making use of anappropriate customer satisfaction code of conduct; be part of an effectiveapproach to complaints management.
b) Internal complaints handling, for instanceswhen expressions of dissatisfaction are received;
c) External dispute resolution, for situations inwhich complaints cannot be satisfactorily dealt with internally.
· Understand and explain the specific qualitymanagement- related requirements of customer satisfaction.