Benchmark systematic satisfaction measurement against comparable operations honestly.
Building Periodic and Systematic Customer Satisfaction Measurement Systems
Turn systematic satisfaction measurement from a stated policy into a practice your organisation can evidence.
📍 Istanbul🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Improvement in systematic satisfaction measurement that is not measured tends to be reversed quietly. The cost of poor quality in this strand of quality and productivity management is rarely visible in any single budget line. Participants gain a realistic view of what the quality and productivity management capability costs and what it returns. The course gives participants a defensible structure for systematic satisfaction measurement and the judgement to adapt it. A common pattern is strong design of this part of quality and productivity management paired with weak follow-through. It suits anyone whose decisions touch the practice within quality and productivity management, in large organisations and small ones alike. Cases are chosen to expose the trade-offs in systematic satisfaction measurement rather than to illustrate ideal conditions. Where this area of quality and productivity management is measured, it improves; where it is only discussed, it drifts. The closing exercise tests whether the participant's plan for this part of quality and productivity management survives a hostile question.
Expected Learning Outcomes
Test the organisation's response to systematic satisfaction measurement under conditions that are less than ideal.
Structure records of systematic satisfaction measurement so that they answer the questions an auditor will actually ask.
Plan the handover of systematic satisfaction measurement so that capability is not lost when key staff move on.
Design control plans for systematic satisfaction measurement that detect deviation early.
Apply structured problem solving to recurring defects in systematic satisfaction measurement.
Build capability in root cause analysis across the team handling systematic satisfaction measurement.
Who Should Attend
Department heads accountable for the results of systematic satisfaction measurement.
Inspection and testing staff verifying systematic satisfaction measurement.
Quality managers and coordinators responsible for systematic satisfaction measurement.
Health, safety and environmental staff whose systems integrate with systematic satisfaction measurement.
Coordinators responsible for keeping records and documentation of systematic satisfaction measurement current.
Certification and accreditation coordinators preparing evidence on systematic satisfaction measurement.
Course Modules
Systematic satisfaction measurement: variation, capability and control
2 sessions · 8 pointsSession 1Closing out systematic satisfaction measurement and capturing what was learned
- Choose productivity measures for systematic satisfaction measurement that do not reward shortcuts.
- Identify non-value-adding steps in systematic satisfaction measurement and remove them.
- Write standard work for systematic satisfaction measurement with the people who perform it.
- Map the handovers in systematic satisfaction measurement between functions and secure them.
Session 2Standard work for systematic satisfaction measurement without deskilling it
- Define supplier quality requirements affecting inputs to systematic satisfaction measurement.
- Check that systematic satisfaction measurement still works when volumes rise unexpectedly.
- Build the internal briefing that explains systematic satisfaction measurement to those affected.
- Verify that improvements to systematic satisfaction measurement held six months later.
Systematic satisfaction measurement: cost of poor quality
2 sessions · 8 pointsSession 1Benchmarking systematic satisfaction measurement without flattering yourself
- Assemble certification evidence for systematic satisfaction measurement as work proceeds, not before the audit.
- Collect evidence on the present handling of systematic satisfaction measurement before proposing changes.
- Estimate the resource systematic satisfaction measurement requires to run as designed.
- Establish what evidence demonstrates systematic satisfaction measurement is under control.
Session 2Sustaining the gain on systematic satisfaction measurement after the project ends
- Define the trigger that would require systematic satisfaction measurement to be redesigned.
- Check that records of systematic satisfaction measurement answer the questions likely to be asked.
- Rehearse the briefing on systematic satisfaction measurement that would follow an incident.
- Identify the few causes responsible for most defects in systematic satisfaction measurement.
Systematic satisfaction measurement: mapping the process as actually performed
2 sessions · 8 pointsSession 1Reviewing systematic satisfaction measurement when nothing has gone wrong
- Write down the assumptions underpinning the approach to systematic satisfaction measurement.
- Set sampling for systematic satisfaction measurement on statistical grounds, not on habit.
- Review whether systematic satisfaction measurement is aligned with the objectives of the operating process.
- Set the review interval for systematic satisfaction measurement and who attends.
Session 2Sampling systematic satisfaction measurement on evidence rather than convention
- Train the team handling systematic satisfaction measurement in the problem-solving method being used.
- Reduce the variation in how systematic satisfaction measurement is carried out between teams.
- Set the review cadence that sustains gains in systematic satisfaction measurement.
- Apply structured root cause analysis to the top defect in systematic satisfaction measurement.
Systematic satisfaction measurement: benchmarking and continual improvement
2 sessions · 8 pointsSession 1Testing systematic satisfaction measurement before relying on it
- Draft the minimum viable control plan for systematic satisfaction measurement.
- Test the procedure for systematic satisfaction measurement against a realistic scenario.
- Measure current variation in systematic satisfaction measurement before attempting improvement.
- Decide what will be stopped to create capacity for systematic satisfaction measurement.
Session 2Solving the defect in systematic satisfaction measurement that keeps returning
- Map the process behind systematic satisfaction measurement by walking it, not by describing it.
- Design the internal audit schedule covering systematic satisfaction measurement.
- Benchmark systematic satisfaction measurement against a comparable operation and record the gap.
- Link the improvement in systematic satisfaction measurement to a financial figure leadership recognises.
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
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