Measuring And Managing

Customer Satisfaction: ISO 9001

16-17 Februari 2017 Jakarta

Jakarta 19 Desember 2016

Hotel / Business Center Pkl 09.00-17.00 wib

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Learning Objectives:

1. Apply techniques in customer needs interviews.

2. Determine when to measure customer satisfaction.
3. Design and critique good surveys.
4. Determine areas that need action.
5. State the new ISO 9001 requirements for customer
satisfaction.
6. Link customer satisfaction and ISO 9001 requirements.
7. Write decision-friendly customer satisfaction reports.
8. Prepare a customer satisfaction plan.
9. Use data for improving organization performance-profit.

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 Course Outline:

1. Customer Satisfaction and ISO Basics

Introduction
Driving Forces
Key Components of ISO 9001
Customer Satisfaction Requirements in ISO 9001
How to Optimize the Benefits of ISO 9001
Customer Satisfaction System

2. Definition of Customer Satisfaction

What Is Customer Satisfaction?
Moments of Truth
Expectations vs. Customer Satsfaction

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 Course Outline:

3. Target Your Products/ Customers

Integrate Your Strategy Into Your Customer Measurement System
Develop a Table of Contents for Customer Satisfaction Plan
State Your Mission and Vision
Determine Your Target or Products/Services
Determine Your Target / Customers

4. Write Your Customer Satisfaction Plan

Outline Your Customer Satisfaction Plan
Set up a Customer Satisfaction Steering Committee
Tie your Customer Needs to Processes and Measures
Detail the Deployment Methodology
Supporting Papers
Spell out Management Review Process
Communication Plan
Identify Resources

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 Course Outline:

5. Know the Essentials About Customer Surveys

Needs Assessment
Customer Satisfaction Surveys/Transaction Surveys
Employee Surveys

6. Design your Customer Survey and Its Processes

Who
When
How Often
Survey Length and Layout
Organization
Confidentiality
Increase Your Response Rate

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 Course Outline:

7. Word Craft Your Questions

Content
Types
Qualifying Questions
Open-Ended Questions
Sensitive Questions, Neutrality

8. Design Your Scales to Match the Questions

Types of Scales
Clusters of Scales

9. Use Statistics for Trustworthy Data

Reliability and Confidence Levels
Standard Error and Mean
Sampling Large Populations
Sample Size
B2B vs. B2C Statistical Concerns
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 Course Outline:

10. Deploy the Surveys Appropriately

B2B Surveys
Proper Use of Media
Who Should Deploy the Survey

11. Design or Refine Your Customer Complaint System

ISO Requirements
Satisfaction vs. Dissatisfaction
Importance of Complaints
Consequences of Not Handling Complaints
Angry Customers

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 Course Outline:

12. Analyze and Qualitative Data

Decision-friendly Data
Difference Between Qualitative and Quantitative

13. Analyze and Quantitative Data

14. Act and Celebrate

From Data to Action
Add Visibility and Celebration

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Trainer

Chendra Yusianti, ST MM
IRCA QMS, EMS, OHSAS Lead Auditor
( CV Selengkapnya ada di bagian lampiran)

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Investasi

Rp 3.500.000 /participant ( payment received before 6 February

2017)
Full fare Rp 4.000.000 / participant
FREE for 3rd Participant

Transfer ke : BCA Jatinegara

No 7600396913 a/n CV Prima Sinergi

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Informasi

Service Leadership Consulting

Jl. Mampang Prapatan VI no 51 Jakarta 12790
HP / WA 0813 1100 9800 HP 08128028352 Pin BB 5FE266D1

www.serviceleadership.web.id
email: serviceleadership.info@gmail.com

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 Service Leadership

Service Leadership is a Service Quality and Human Resource Consulting firm

dedicated to creating sustainable high-performance organizations. We provide
consulting and training to:

Create high-performance cultures that drive bottom-line results and reinforce your
organizations mission and values.
Develop leaders at all levels who can manage the business and inspire your
employees.
Align employee self-interest, energy and talents with your organizations strategy.

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 Training Program Service Leadership

Leadership :
Excellent Supervisory Skills
Advanced Leadership Skills
Coaching and Mentoring
Assertive Communication Skills
Problem Solving and Decision Making
Time Management
DISC Profile
MBTI
Team Building
Handling Diificult People and Situation

Service Excellence:
Excellent Service Interaction
Complaint is A Gift
Service Crucial for Manager
Strategic Customer Experience
Customer Satisfaction Measurement

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 Training Program Service Leadership

HRD
Train The Trainer
Training Need Analysis (TNA)
High Impact Presentation Skills
Strategic Compensation and Benefit
Mastering Competency Design Model and Assessment
360 Degree Feedback
Employee Engagement
KPI and Performance Management System
Job Analysis and Job Evaluation
Industrial Relation
Talent Management
Behavioral Event Interview
Expanded DISC
Myers Briggs Type of Indicators ( MBTI)
Outsourcing Management
UU Ketenagakerjaan

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 Training Program Service Leadership

ISO / Quality Management Management / HSE

ISO 9001
ISO 14001
OHSAS 18001
Integrated Management System
Training 7QC Tools For Problem Solving
Audit Investigasi Kecelakaan Kerja
Measuring Customer Satisfaction and Service Quality
Basic Safety

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Partial Clients

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Partial Clients

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 Formulir Registrasi

Topik :
Tanggal : _

1. Nama : Posisi : HP:

2. Nama : Posisi : HP:
3. Nama : Posisi : HP:
Perusahaan:
Alamat :

Telp :
Contact Person :
E-mail: HP :

Fax to : 02179190826
HP / WA 0813 1100 9800 / HP : 08128028352 (Rina)

Atau e-mail ke serviceleadership.info@gmail.com

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