Align complaints as improvement opportunities with the wider objectives of the operating process rather than optimising it in isolation.
Designing Strategies to Turn Customer Complaints into Improvement Opportunities
A concise, decision-focused programme covering complaints as improvement opportunities end to end.
📍 Tunis🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
A quality system for complaints as improvement opportunities that exists only for the auditor produces paperwork, not quality. Most defects in improvement opportunities are designed in long before they are detected. Where this strand of quality and productivity management is measured, it improves; where it is only discussed, it drifts. The programme works equally well for those formalising complaints as improvement opportunities for the first time and those improving an existing approach. A common pattern is strong design of the practice within quality and productivity management paired with weak follow-through. Participants develop a defensible line of reasoning for the choices they make about improvement opportunities. Work is grounded in real cases drawn from complaints as improvement opportunities, which each participant adapts to conditions in their own organisation. Content is organised around the decisions practitioners actually face in improvement opportunities, not around theory headings. It ends with a prioritised list of changes to this strand of quality and productivity management that the participant is prepared to defend internally.
Expected Learning Outcomes
Reduce avoidable variation in how improvement opportunities is carried out across teams.
Set acceptance criteria and sampling for complaints as improvement opportunities on statistical grounds.
Prepare the evidence required for external certification of improvement opportunities.
Standardise work in complaints as improvement opportunities without removing necessary judgement.
Apply structured problem solving to recurring defects in improvement opportunities.
Establish escalation routes for complaints as improvement opportunities that work outside normal hours.
Who Should Attend
Procurement and contracting staff whose agreements set obligations around complaints as improvement opportunities.
Health, safety and environmental staff whose systems integrate with improvement opportunities.
Quality managers and coordinators responsible for complaints as improvement opportunities.
Inspection and testing staff verifying improvement opportunities.
Consultants and advisers supporting clients on complaints as improvement opportunities.
Training officers building problem-solving capability in improvement opportunities.
Course Modules
Complaints as improvement opportunities: structured problem solving and root cause
2 sessions · 8 pointsSession 1Closing out complaints as improvement opportunities and capturing what was learned
- Calculate the cost of poor quality attributable to complaints as improvement opportunities.
- Build a control plan for improvement opportunities identifying what is checked, when and by whom.
- Benchmark the organisation's complaints as improvement opportunities against comparable operations.
- Measure current variation in improvement opportunities before attempting improvement.
Session 2Benchmarking improvement opportunities without flattering yourself
- Link the improvement in complaints as improvement opportunities to a financial figure leadership recognises.
- Identify where judgement in improvement opportunities is legitimate and where it is not.
- Check that complaints as improvement opportunities still works when volumes rise unexpectedly.
- Set sampling for improvement opportunities on statistical grounds, not on habit.
Improvement opportunities: mapping the process as actually performed
2 sessions · 8 pointsSession 1Who answers for improvement opportunities, and to whom
- Anticipate the objections complaints as improvement opportunities will raise and prepare the answers.
- Verify that improvements to improvement opportunities held six months later.
- Identify the few causes responsible for most defects in complaints as improvement opportunities.
- Confirm that reporting on improvement opportunities reaches the people who can act.
Session 2Sustaining the gain on improvement opportunities after the project ends
- Reduce the variation in how complaints as improvement opportunities is carried out between teams.
- Choose productivity measures for improvement opportunities that do not reward shortcuts.
- Identify non-value-adding steps in complaints as improvement opportunities and remove them.
- Rehearse the briefing on improvement opportunities that would follow an incident.
Improvement opportunities: cost of poor quality
2 sessions · 8 pointsSession 1What to measure in improvement opportunities and what to ignore
- Establish what evidence demonstrates complaints as improvement opportunities is under control.
- Decide what will be stopped to create capacity for improvement opportunities.
- Map the process behind complaints as improvement opportunities by walking it, not by describing it.
- Define supplier quality requirements affecting inputs to improvement opportunities.
Session 2Mapping complaints as improvement opportunities as it is done, not as it is written
- Compare the cost of complaints as improvement opportunities with the cost of its absence.
- Review whether improvement opportunities is aligned with the objectives of the operating process.
- Record what was tried on complaints as improvement opportunities and did not work, and why.
- Define acceptance criteria for improvement opportunities in advance.
Improvement opportunities: control plans, sampling and acceptance
2 sessions · 8 pointsSession 1Standard work for improvement opportunities without deskilling it
- Train the team handling complaints as improvement opportunities in the problem-solving method being used.
- Distinguish symptoms from causes when improvement opportunities underperforms.
- Close out actions on complaints as improvement opportunities rather than leaving them open indefinitely.
- Collect evidence on the present handling of improvement opportunities before proposing changes.
Session 2Solving the defect in improvement opportunities that keeps returning
- Write standard work for complaints as improvement opportunities with the people who perform it.
- Set out how exceptions to improvement opportunities are requested and approved.
- Assemble certification evidence for complaints as improvement opportunities as work proceeds, not before the audit.
- Benchmark improvement opportunities against a comparable operation and record the gap.
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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