INTERNAL CUSTOMER SATISFACTION

Description. Maintaining and enriching the customer experience is critical to organizational growth and even survival in the ever-expanding global marketplace. Without the customer, no matter how good the product or service, there is no profit.

This two-day seminar is designed to deliver an overview of tools and techniques used by major organizations in establishing an effective internal customer satisfaction measurement system.

Objectives. At the end of the 16-hr seminar/workshop, the participants shall be able to establish an effective internal customer satisfaction measurement system.

Who should attend.
  * Customer satisfaction measurement specialists who want to
     improve their existing measurement processes and results
  * Those who are initiating a new customer satisfaction measurement
     process.
  * Quality improvement professionals who want to link customer
     satisfaction measurement with existing process improvement activities
  * Supervisors, engineers, marketing/sale personnel, management staff
  * Instructors
  * Managers who want to use customer information to help them
    enhance their operations.

Outline.
Introduction
   * Customer Satisfaction Measurement & ISO 9001:2000
   * Internal CSM & External CSM : The Relationship
   * Importance of Measuring Internal Customer Satisfaction

The ICSM Process
   * Planning
   * Designing the ICSM Tool
   * Conduct ICSM
   * Analyze Results
   * Corrective Action Planning

ICSM and Continual Improvement

Beyond Customer Satisfaction Measurement

Duration: 16 hours