Course Information

Introduction

Customer focus is a core principle of quality management that ensures products and services consistently meet customer needs and expectations. Organisations that understand customer requirements can improve satisfaction, strengthen relationships and create sustainable value.

This programme provides participants with practical approaches for integrating customer focus into quality management practices. Participants will learn how to identify customer needs, measure satisfaction, manage feedback and improve processes to deliver better customer experiences.

Objectives

1. Apply customer-focused quality management principles to improve organisational performance.
2. Analyse customer requirements and expectations to support service and process improvements.
3. Develop methods for measuring customer satisfaction and feedback.
4. Design improvement actions based on customer insights and quality data.
5. Establish practices that strengthen customer relationships and continuous quality improvement.

Who Should Attend?

1. Quality Managers.
2. Customer Experience Managers.
3. Operations Managers.
4. Service Delivery Managers.
5. Process Improvement Specialists.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.