Build a continuous improvement routine around customer journey tracking that survives busy periods.
Building Programmes to Track the Customer Experience Across the Full Journey
Move customer journey tracking from general awareness to a repeatable, reviewable practice.
📍 Cairo🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Improvement in customer journey tracking that is not measured tends to be reversed quietly. A quality system for this aspect of quality and productivity management that exists only for the auditor produces paperwork, not quality. Most organisations already have a policy on the practice within quality and productivity management; far fewer can show it working. The programme takes participants through customer journey tracking end to end, from framing the problem to closing it out. Participants apply this strand of quality and productivity management to their own operating process throughout, so the output is directly usable. It is designed for mixed groups, so that this aspect of quality and productivity management is examined from more than one functional angle. Across sectors, teams that rehearse customer journey tracking outperform teams that only plan it. The course leaves participants able to diagnose weaknesses in this strand of quality and productivity management before they become incidents. The closing exercise tests whether the participant's plan for the quality and productivity management capability survives a hostile question.
Expected Learning Outcomes
Align customer journey tracking with the wider objectives of the operating process rather than optimising it in isolation.
Measure productivity in customer journey tracking without incentivising the wrong behaviour.
Integrate customer journey tracking into existing management routines rather than running it separately.
Define what quality means for customer journey tracking in measurable, agreed terms.
Establish escalation routes for customer journey tracking that work outside normal hours.
Identify the sources of variation in customer journey tracking and rank them by effect.
Who Should Attend
Planning staff whose forecasts and budgets are affected by customer journey tracking.
Supplier quality engineers assessing inputs to customer journey tracking.
Training officers building problem-solving capability in customer journey tracking.
Department managers accountable for productivity of customer journey tracking.
Training and development staff building internal capability in customer journey tracking.
Continuous improvement specialists working on customer journey tracking.
Course Modules
Customer journey tracking: benchmarking and continual improvement
2 sessions · 8 pointsSession 1Auditing customer journey tracking to improve it, not to pass
- Decide what will be stopped to create capacity for customer journey tracking.
- Arrange the handover of customer journey tracking so capability survives staff changes.
- Verify that improvements to customer journey tracking held six months later.
- Name a single owner for each element of customer journey tracking.
Session 2The hard cases in customer journey tracking and how to reason about them
- Link the improvement in customer journey tracking to a financial figure leadership recognises.
- Set out how exceptions to customer journey tracking are requested and approved.
- Train the team handling customer journey tracking in the problem-solving method being used.
- Set escalation thresholds for customer journey tracking that work out of hours.
Customer journey tracking: waste, flow and productivity
2 sessions · 8 pointsSession 1Testing customer journey tracking before relying on it
- Set sampling for customer journey tracking on statistical grounds, not on habit.
- Measure current variation in customer journey tracking before attempting improvement.
- Benchmark customer journey tracking against a comparable operation and record the gap.
- Record what was learned when customer journey tracking did not go as planned.
Session 2Getting other functions to support customer journey tracking
- Identify where judgement in customer journey tracking is legitimate and where it is not.
- Design the internal audit schedule covering customer journey tracking.
- Define supplier quality requirements affecting inputs to customer journey tracking.
- Identify non-value-adding steps in customer journey tracking and remove them.
Customer journey tracking: cost of poor quality
2 sessions · 8 pointsSession 1Mapping customer journey tracking as it is done, not as it is written
- Record what was tried on customer journey tracking and did not work, and why.
- Prepare the summary of customer journey tracking that senior management will read.
- Establish the boundary of customer journey tracking and record what sits outside it.
- Build a control plan for customer journey tracking identifying what is checked, when and by whom.
Session 2Benchmarking customer journey tracking without flattering yourself
- Define the trigger that would require customer journey tracking to be redesigned.
- Collect evidence on the present handling of customer journey tracking before proposing changes.
- Write standard work for customer journey tracking with the people who perform it.
- Calculate the cost of poor quality attributable to customer journey tracking.
Customer journey tracking: structured problem solving and root cause
2 sessions · 8 pointsSession 1Removing steps from customer journey tracking that add no value
- Confirm that contractual obligations around customer journey tracking are understood.
- Write down the assumptions underpinning the approach to customer journey tracking.
- Agree what will be standardised in customer journey tracking and what will not.
- Apply structured root cause analysis to the top defect in customer journey tracking.
Session 2Sustaining the gain on customer journey tracking after the project ends
- Assemble certification evidence for customer journey tracking as work proceeds, not before the audit.
- Build the internal briefing that explains customer journey tracking to those affected.
- Prepare the response for the most likely failure in customer journey tracking.
- Choose productivity measures for customer journey tracking that do not reward shortcuts.
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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