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Continuous Improvement Series: Customer Satisfaction Measurement

Title Continuous Improvement Series: Customer Satisfaction Measurement
Course code MG12.3-03-2019-C
Objective To enable the participants to gain an understanding of the different types of practical customer satisfaction measurement tools, as well as how to set up a customer satisfaction measurement system that can meet the ISO 9000:2000 requirement.
Content
  • How is quality related to a product/service provider?
  • Why is customer satisfaction measurement necessary?
  • Plan the customer satisfaction measurement procedure
  • The logistics of satisfaction data collection
  • The basic tools for customer satisfaction measurement
  • Reporting and presentation of customer satisfaction measurement
  • Respond to information generated from customer satisfaction measurement
Assessment At least 80% attendance and complete all in-class exercises and assessments.
Target audience Specially designed for individuals involved in setting up and maintaining an ISO 9000:2000 system and those who are responsible for implementing quality management.
Prerequisite Nil
Class size 20
Instructor CPTTM Appointed Instructor(s)
Instruction language Cantonese
Handout language Handouts in Chinese (supplemented with English terminology)
Duration 12 hours in 4 sessions
Schedule 19:00-22:00, from Mar 4, 2019 to Mar 13, 2019 every Monday, Wednesday.
Fee MOP1,000
Venue CPTTM Head Office (Rua de Xangai 175, Edf. ACM 7 Andar, Macau)
Certificate Certificate of Completion issued by CPTTM (with at least 80% attendance and passed the assessment)
PDAC code Approved Course under the SAR Government "Continuing Education Development Program", Code: 1807320542-0
Enroll Online
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