Define what quality means for satisfaction and internal quality linkage in measurable, agreed terms.
Designing Strategies to Link Customer Satisfaction to Internal Quality Indicators
Move satisfaction and internal quality linkage from general awareness to a repeatable, reviewable practice.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Most defects in satisfaction and internal quality linkage are designed in long before they are detected. The cost of poor quality in quality linkage is rarely visible in any single budget line. Most organisations already have a policy on this area of quality and productivity management; far fewer can show it working. Participants take away a working set of documents supporting satisfaction and internal quality linkage, ready to be adapted internally. The method assumes participants will be challenged on their handling of this part of quality and productivity management and prepares them for it. Post-incident reviews keep identifying weaknesses in quality linkage that were visible long before the incident. It suits anyone whose decisions touch satisfaction and internal quality linkage, in large organisations and small ones alike. Content is organised around the decisions practitioners actually face in quality linkage, not around theory headings. The final session converts the week's work on this strand of quality and productivity management into commitments with owners and dates.
Expected Learning Outcomes
Reduce waste and non-value-adding steps in quality linkage.
Set acceptance criteria and sampling for satisfaction and internal quality linkage on statistical grounds.
Set the minimum documentation for quality linkage that is genuinely necessary, and stop there.
Identify the failure points in satisfaction and internal quality linkage most likely to cause loss, and control them first.
Identify the sources of variation in quality linkage and rank them by effect.
Align satisfaction and internal quality linkage with the wider objectives of the operating process rather than optimising it in isolation.
Who Should Attend
Specialists advising senior management on satisfaction and internal quality linkage.
Staff seconded into improvement work on quality linkage.
Quality managers and coordinators responsible for satisfaction and internal quality linkage.
Department managers accountable for productivity of quality linkage.
Production and operations supervisors delivering satisfaction and internal quality linkage.
Inspection and testing staff verifying quality linkage.
Course Modules
Satisfaction and internal quality linkage: internal audit and certification evidence
2 sessions · 8 pointsSession 1Solving the defect in satisfaction and internal quality linkage that keeps returning
- Identify non-value-adding steps in satisfaction and internal quality linkage and remove them.
- Set escalation thresholds for quality linkage that work out of hours.
- Prepare the response for the most likely failure in satisfaction and internal quality linkage.
- Verify that improvements to quality linkage held six months later.
Session 2Agreeing what good actually means for quality linkage
- Calculate the cost of poor quality attributable to satisfaction and internal quality linkage.
- Assign responsibility for keeping documentation of quality linkage current.
- Identify the data already collected that bears on satisfaction and internal quality linkage.
- Identify single points of dependency in quality linkage and reduce them.
Quality linkage: standard work and sustaining gains
2 sessions · 8 pointsSession 1Auditing quality linkage to improve it, not to pass
- Establish the boundary of satisfaction and internal quality linkage and record what sits outside it.
- Build the internal briefing that explains quality linkage to those affected.
- Build a control plan for satisfaction and internal quality linkage identifying what is checked, when and by whom.
- Map the process behind quality linkage by walking it, not by describing it.
Session 2Reviewing quality linkage when nothing has gone wrong
- Decide what will be stopped to create capacity for satisfaction and internal quality linkage.
- Establish who is informed, consulted and accountable in quality linkage.
- Set the review cadence that sustains gains in satisfaction and internal quality linkage.
- Benchmark quality linkage against a comparable operation and record the gap.
Quality linkage: structured problem solving and root cause
2 sessions · 8 pointsSession 1Testing quality linkage before relying on it
- Close out actions on satisfaction and internal quality linkage rather than leaving them open indefinitely.
- Write down the assumptions underpinning the approach to quality linkage.
- Choose productivity measures for satisfaction and internal quality linkage that do not reward shortcuts.
- Define quality for quality linkage in terms the customer would recognise.
Session 2Costing poor quality in satisfaction and internal quality linkage
- Prepare the summary of satisfaction and internal quality linkage that senior management will read.
- Confirm that reporting on quality linkage reaches the people who can act.
- Apply structured root cause analysis to the top defect in satisfaction and internal quality linkage.
- Identify the few causes responsible for most defects in quality linkage.
Quality linkage: cost of poor quality
2 sessions · 8 pointsSession 1Control plans for quality linkage that catch problems early
- Measure current variation in satisfaction and internal quality linkage before attempting improvement.
- Write standard work for quality linkage with the people who perform it.
- Review whether satisfaction and internal quality linkage is aligned with the objectives of the operating process.
- Define supplier quality requirements affecting inputs to quality linkage.
Session 2Keeping quality linkage alive after the initial push
- Design the internal audit schedule covering satisfaction and internal quality linkage.
- Collect evidence on the present handling of quality linkage before proposing changes.
- Record what was tried on satisfaction and internal quality linkage and did not work, and why.
- Draft the minimum viable control plan for quality linkage.
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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