Published 4/2023
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 660.94 MB | Duration: 0h 57m
Customer satisfaction
Free Download What you'll learn
Better understand The First Principle of QMS: Focus on customer
Manage your organization with focus on customer
Measure the customer satisfaction
Recognize link between QMS (Focus on customer) and Marketing in an organization
Requirements
No previous experience is required
Description
1. A brief, honest, well written course descriptionThrough QMS approach the Course provides elaboration and highlights importance of customer satisfaction of any organization.Then, the course provides model and metrics for measurement of the customer satisfaction.During the course some very important similarities between marketing and QMS has also been presented.Parts of the course are questions for testing attenders.The course is consisted of Introduction part and 7 sections.2. Clear course goals, target audience, and requirements that are easy and understandCourse goals:I. Better understand The First Principle of QMS: Focus on customerII. Manage your organization with focus on customerIII. Recognize link between QMS (Focus on customer) and Marketing in an organizationIV. Measure the customer satisfactionV. Improve principle of Focus on customer in the practice aiming to increase quality of your organization's performing.Target audience:I. students whose interest is related to management, business, marketing and many other related fieldsII. middle and strategic management of all kind of organizationsIII. professionals who are dealing with QMSRequirements:Only to be:•focused and concentrated•open- minded•curious•try to enjoyBio:Name and surname: Ernad GranićEducation:-Master of technical science, Field: Quality management system (QMS);-Auditor QMS-Master of Public Procurement-Forestry Engineer-Reserve Military OfficerExperience:More than 20 years of diverse professional engagement as company manager, project manager, advisor, consultant and researcher linked with concepts of QMS and sustainability including implementing these concepts in practice and scientific researcher (author of scientific papers).Also, significant professional experience in development company whose mission was building capacity of diverse clients - organizations through multidisciplinary approach.Very developed advisory, coaching and presentation skills.
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Customer in QMS
Lecture 2 Definition of QMS
Lecture 3 Standardization of QMS
Lecture 4 Principles of QMS
Lecture 5 Test of Knowledge 1
Section 3: Focus on customer
Lecture 6 Customer in QMS
Lecture 7 External customer in QMS
Lecture 8 Internal customer in QMS
Lecture 9 Test of Knowledge 2
Section 4: Customer satisfaction
Lecture 10 Customer expectation- perception - satisfaction
Lecture 11 Customer satisfaction
Lecture 12 Test of Knowledge 3
Section 5: Marketing and Customer satisfaction
Lecture 13 Marketing in General
Lecture 14 Link between marketing and customer satisfaction
Section 6: Measurement of customer satisfaction
Lecture 15 Goal of the measurement of customer satisfaction
Lecture 16 Measurement of satisfaction of external / internal customers
Lecture 17 Test of Knowledge 4-5
Section 7: Methods of measurement of customer satisfaction
Lecture 18 A Pathway How to Measure Customer Satisfaction
Lecture 19 Common Metrics for Customer Satisfaction
Lecture 20 Test of Knowledge 6
Section 8: BENEFITS of measurement of customer satisfaction
Lecture 21 BENEFITS of measurement of customer satisfaction
For students and Professionals
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