Course Overview
This programme provides delegates with the practical skills required to identify different types of customers and stakeholders, gain insight into their requirements and translate requirements into their organisation’s governance, assurance and improvement processes, hence driving customer excellence.
The GBS Managing Customer Excellence programme has been designed to equip managers and team leaders with the practical skills, tools, and structured techniques to achieve customer excellence at every opportunity.
Practitioner level courses are designed specifically for professionals that are currently practicing quality and are in, or aspire to middle management. These certified courses will provide professionals with the practical skills to apply in their role and organisation.
Completion of two Practitioner level courses, together with demonstrable work experience, can lead to the gold standard Chartered Quality Professional (CQP) status, which is recognised alongside other roles with Chartered status.
Please note, this course can be delivered as virtual instructor led training (VILT), face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.
Typical learning outcomes
- Be clear on the requirements for a customer-focused organisation
- Be able to use organisational processes for listening to the external environment (e.g. PESTLE, SWOT)
- Know the relationships between strategy development and stakeholder analysis
- Be clear on the customer requirements for a process-based approach
- Become familiar with the requirements of ISO 9001 for customer focus
- Use the concepts of supply chain excellence
- Be able to establish and translate customer requirements
- Construct and use the KANO model and CTQ trees
- Know how to capture the voice of the customer
- Be able to analyse different type of data e.g. qualitative, categorical, ordinal
- Have the tools to assess customer satisfaction
- Be aware of the costs of poor quality
- Be able to handle customer feedback effectively
Course format options
Other Process Improvement Courses
*ISO 9001:2015 relates to GBS Corporate Training's products and services