Handle the trade-offs in digital customer feedback between speed, cost and assurance explicitly rather than implicitly.
Building Instant Digital Customer Feedback Survey Systems
Learn to design, measure and defend your organisation's approach to digital customer feedback.
📍 Istanbul🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Variation in digital customer feedback is the enemy; averages conceal it. Most defects in the quality and productivity management discipline are designed in long before they are detected. The result is the confidence to make and defend decisions about this aspect of quality and productivity management under scrutiny. Participants who influence digital customer feedback without directly controlling it will find the content directly usable. Across sectors, teams that rehearse the quality and productivity management discipline outperform teams that only plan it. Sessions alternate between guided analysis of the practice within quality and productivity management and supervised application. It treats digital customer feedback as an operating discipline and equips participants to run it as one. The difficulty is not agreeing that this strand of quality and productivity management matters — it is deciding what to stop doing to make room for it. It ends with a prioritised list of changes to the quality and productivity management capability that the participant is prepared to defend internally.
Expected Learning Outcomes
Draw practical lessons from failures in digital customer feedback without assigning blame that suppresses reporting.
Design a training and briefing approach that sustains competence in digital customer feedback.
Link improvement in digital customer feedback to a financial outcome leadership recognises.
Identify the sources of variation in digital customer feedback and rank them by effect.
Reduce waste and non-value-adding steps in digital customer feedback.
Build capability in root cause analysis across the team handling digital customer feedback.
Who Should Attend
Training officers building problem-solving capability in digital customer feedback.
Certification and accreditation coordinators preparing evidence on digital customer feedback.
Project and programme managers whose delivery depends on digital customer feedback.
Supplier quality engineers assessing inputs to digital customer feedback.
Coordinators responsible for keeping records and documentation of digital customer feedback current.
Health, safety and environmental staff whose systems integrate with digital customer feedback.
Course Modules
Digital customer feedback: standard work and sustaining gains
2 sessions · 8 pointsSession 1Keeping digital customer feedback alive after the initial push
- Set sampling for digital customer feedback on statistical grounds, not on habit.
- Test the procedure for digital customer feedback against a realistic scenario.
- Collect evidence on the present handling of digital customer feedback before proposing changes.
- Distinguish symptoms from causes when digital customer feedback underperforms.
Session 2Auditing digital customer feedback to improve it, not to pass
- Decide what will be stopped to create capacity for digital customer feedback.
- Apply structured root cause analysis to the top defect in digital customer feedback.
- Set the review cadence that sustains gains in digital customer feedback.
- Build the competence framework that supports digital customer feedback.
Digital customer feedback: structured problem solving and root cause
2 sessions · 8 pointsSession 1Benchmarking digital customer feedback without flattering yourself
- Verify that improvements to digital customer feedback held six months later.
- Verify six months later that changes to digital customer feedback have held.
- Establish what evidence demonstrates digital customer feedback is under control.
- Establish the boundary of digital customer feedback and record what sits outside it.
Session 2Costing poor quality in digital customer feedback
- Define the trigger that would require digital customer feedback to be redesigned.
- Define quality for digital customer feedback in terms the customer would recognise.
- Build the internal briefing that explains digital customer feedback to those affected.
- Build a control plan for digital customer feedback identifying what is checked, when and by whom.
Digital customer feedback: waste, flow and productivity
2 sessions · 8 pointsSession 1Moving digital customer feedback from approval to execution
- Record what was learned when digital customer feedback did not go as planned.
- Identify the few causes responsible for most defects in digital customer feedback.
- Set out the decisions in digital customer feedback that require sign-off and by whom.
- Calculate the cost of poor quality attributable to digital customer feedback.
Session 2Removing steps from digital customer feedback that add no value
- Set escalation thresholds for digital customer feedback that work out of hours.
- Link the improvement in digital customer feedback to a financial figure leadership recognises.
- Establish who is informed, consulted and accountable in digital customer feedback.
- Write standard work for digital customer feedback with the people who perform it.
Digital customer feedback: defining quality in measurable terms
2 sessions · 8 pointsSession 1Closing out digital customer feedback and capturing what was learned
- Identify where judgement in digital customer feedback is legitimate and where it is not.
- Confirm that those complying with digital customer feedback understand why it exists.
- Identify non-value-adding steps in digital customer feedback and remove them.
- Record what was tried on digital customer feedback and did not work, and why.
Session 2Sampling digital customer feedback on evidence rather than convention
- Train the team handling digital customer feedback in the problem-solving method being used.
- Assemble certification evidence for digital customer feedback as work proceeds, not before the audit.
- Map the process behind digital customer feedback by walking it, not by describing it.
- Measure current variation in digital customer feedback before attempting improvement.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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