Continuous Improvement Series: Customer Satisfaction Measurement

Title	Continuous Improvement Series: Customer Satisfaction Measurement
Course code	MG12.3-06-2023-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 9001 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 9001 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, Jun 27, 2023 (Tuesday), and from Jun 13, 2023 to Jun 20, 2023 every Tuesday, Thursday.
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: 2301190052-0