 |
 |
||||||
[February 2001]
ISO 9001:2000 Customer satisfaction management
CICS (Ceramic Industry Certification Scheme Ltd) is holding 3 one-day seminars tailored for the ceramics, materials and related industries to provide an understanding of effective techniques that can be used for transition to ISO 9001:2000.
DATES & VENUES
13th March - Stoke-on-Trent, UK
20th March - Rochester, NY, USA
10th April - Stoke-on-Trent, UK
COURSE DETAILS
The course starts at 9.30am and finishes at 5.00pm.
A positive measure of customer satisfaction, together with defining the methodology of obtaining this information, is one of the key new requirements of ISO 9001:2000. Having a clear understanding of how this information can be obtained and used as a key measure of performance, of the effectiveness of your quality management system, is essential to gaining the maximum benefits from the changes to the standard.
This course has been specifically tailored for the ceramics, materials and related industries by CICS - the world's leading certification body for the ceramics industries. The course is based upon a leading worldwide course run by the Leadership Factor - an international company specialising in satisfaction and loyalty measurement. It provides a comprehensive one-day overview of the subject, including common errors made. The course includes a buffet lunch, refreshments and a comprehensive set of course notes. Delegate numbers will be limited to ensure there will be adequate opportunity for questions.
WHO SHOULD ATTEND?
Those responsible for transition to ISO 9001:2000.
Those responsible for conducting internal or external audits to ISO 9001:2000.
Those responsible for establishing an effective measure of customer satisfaction.
TOPICS TO BE COVERED
Setting objectives for customer satisfaction determination Developing an accurate measure Asking the right questions Information gathering techniques Sampling options and sample sizes Questionnaire types and design Analysing results Identifying priorities for improvement Developing a customer satisfaction index Linking to internal surveys to understand gaps in employee perception Benchmarking and linking to customer loyalty
COURSE FEES AND TERMS
The course is offered at a specially reduced rate of £168 for UK venues and $265 for USA. For current CICS clients payment can be by invoice. For non-CICS clients payment should be made before the course.
RESERVING A PLACE
E-mail info@cicsltd.com or fax CICS on +44 (0)1782 764363 stating your Name, Company, Address and Contact Telephone Number to allow forwarding of confirmation details and a location map. Please be sure to indicate preferred date.
ENDS