Monitoring and Measuring Customer Satisfaction Using ISO 10004:2012 2016 is a webinar that covers topics such as:
- 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
Monitoring and Measuring Customer Satisfaction Using ISO 10004:2012 2016 is intended for:
- Regulatory Managers
- Quality Managers
- Marketing Managers
- Sales Managers
- Complaint Handling & MDR Specialists
- Project Managers
- Data Analysts