This one-day course looks at who stakeholders/ customers are and the importance of understanding their needs. The course will focus on delivering quality products and services and seeing improvements. Delegates will learn how to involve people in continuous improvement.

By the end of the course you will be able to:

 Identify stakeholders and their needs

 Deliver excellent customer service

 Apply and improve quality standards

 Promote continuous improvement to meet customer needs


Customer needs:
Identifying customers and their needs
Planning to meet customer needs
Adding value
Providing excellent customer service

The importance of quality
Conducting quality audits
Dealing with customer concerns and complaints

Continuous improvement:
The need for continuous improvement
Identifying areas for improvement
Engaging staff in continuous improvement


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