Quality Management - Customer Focus
Course ID: 261019 0101 297ESH
Course Dates : 19/10/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Commercial & Contract Management Operational Excellence Performance Management Strategic Management
Course Certified By: ESHub CPD & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Pay in Full Now
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.
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.
Course 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.
Week 1
Day 1
Customer Focus Fundamentals
- Understanding customer focus within quality management
- Linking customer needs with organisational objectives
- Identifying factors that influence customer satisfaction
Customer Requirements Analysis
- Identifying customer expectations
- Understanding customer needs and priorities
- Translating requirements into quality standards
Quality and Customer Value
- Understanding the relationship between quality and customer value
- Identifying drivers of customer satisfaction
- Improving value delivery
Day 2
Customer Feedback Management
- Establishing customer feedback processes
- Collecting customer insights effectively
- Analysing feedback information
Customer Satisfaction Measurement
- Defining customer satisfaction indicators
- Designing measurement approaches
- Evaluating satisfaction results
Customer Experience Improvement
- Identifying customer experience gaps
- Developing improvement opportunities
- Supporting better customer interactions
Day 3
Quality Standards and Customer Expectations
- Aligning quality standards with customer needs
- Defining service and product expectations
- Maintaining consistent quality delivery
Customer Complaints Management
- Understanding complaint management processes
- Analysing complaint causes
- Developing corrective actions
Customer Relationship Management
- Building stronger customer relationships
- Improving communication with customers
- Supporting long-term engagement
Day 4
Using Customer Data for Improvement
- Analysing customer information
- Identifying improvement trends
- Supporting quality decisions with evidence
Process Improvement Through Customer Insights
- Connecting feedback with process changes
- Prioritising customer-focused improvements
- Measuring improvement impact
Customer-Centred Quality Culture
- Encouraging customer-focused behaviours
- Building employee awareness
- Supporting organisational commitment
Day 5
Customer Focus Implementation
- Applying customer focus methods to workplace scenarios
- Developing practical improvement actions
- Strengthening customer-oriented practices
Sustaining Customer Quality Practices
- Establishing ongoing customer feedback routines
- Maintaining service quality standards
- Supporting continuous improvement
Review and Action Planning
- Reviewing quality management customer focus tools and frameworks
- Preparing a personal implementation or development plan
- Course review, feedback and implementation planning
