Measuring and Managing Customer Satisfaction: ISO 9000 and Beyond

The course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. The class not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase profits and revenues. The course will cover the three tools required by ISO 9001:2000: 1) customer needs assessment, 2) customer satisfaction surveys, and 3) complaint systems.  Discover what "customer satisfaction" really means and write your own customer satisfaction plan.  The course will help you: Ask the right questions of the right people in the right way at the right time and how to turn data into action. 

This class is intended for those interested in satisfying the customer and learning the meaning of satisfaction ratings. The Measuring and Managing Customer Satisfaction course consists of a series of lessons, illustrations, diagrams, examples, supplemental handout information, interactive exercises and quizzes. A handy desk reference and QualityWBT Glossary are included in the class as pdf files. Successful completion of the course will result in a certificate with 0.9 CEUs (9 contact hours) that can be used to meet ASQ certification continuing education requirements or to meet requirements for other organizations requiring on-going education. The subscription length is 180 days (plus one free 30-day subscription extension, if needed).  

Learning Outcomes
Upon the completion of this course, you will be able to:

  • apply techniques in customer needs interviews
  • design good surveys
  • state the new ISO 9001 requirements for customer satisfaction
  • determine areas that need action
  • link customer satisfaction and ISO 9001:2000 requirements
  • critique surveys
  • write decision-friendly customer sat reports
  • prepare a customer satisfaction plan
  • determine when to measure customer satisfaction
  • use data for improving organization performance-profit

Technical Requirements

  • Intel Pentium processor/compatible
  • 800x600 resolution color monitor
  • 32 MB of RAM recommended
  • 28.8 kbps modem okay, high speed preferred
  • A browser such as Internet Explorer, Netscape or FireFox
  • Acrobat Reader (free plug-in)
  • Flash/Shockwave Player (free plug-in)

MEET THE INSTRUCTOR:
Dr. Sheila Kessler is the author of the Quality Press best seller, Measuring and Managing Customer Satisfaction, Customer Satisfaction, Customer Satisfaction Toolkit for ISO 9001:2000, and Total Quality Service.  She is a recognized international expert in the areas of customer satisfaction service, complaint handling, and customer loyalty.  She has taught statistics, customer satisfaction, and quality courses at the University of Phoenix, the University of San Francisco, and for over 30 Fortune 1000 companies.  She received her PhD. from the University of Washington. Questions? Click here to contact Dr. Kessler.

Course Provider: QualityWBT Center for Education; Designer: J.P. Russell & Associates

International Association for Continuing Education & Training (IACET) Authorized Provider of CEUs