Managing Quality and Customer Satisfaction


Course introduction

Never mind what it is called ... Nor how it is packaged ... 6-sigma, Process mapping, or Re-engineering ... Because it is ... THE only gate-way to Customer Satisfaction ...

Target Audience

This programme is specially designed for the Senior Managements of organisations which are truly committed to Quality and Customer Satisfaction, because what we are going to share with you are strategic, for those with the power to change their organisations.

Course Outline


  • understand how Customer Satisfaction contributes to the business’s competitiveness
  • appreciate WHAT it takes to attain customer satisfaction
  • appreciate the commitment required to build and sustain a high level of service quality
  • see how some world-class companies go about delighting their customers
  • Quality & Customer Satisfaction (CS)
  • Impact of CS on Profitability & Competitiveness
  • Repercussions of customer dissatisfaction
  • A Model for Customer Satisfaction
  • Understanding customer psychology
  • Customer Expectations - how are these set? when are they met?
  • Requirements vs needs vs wants vs expectations
  • Do you really know what your customers need/want?
  • Customers are ALWAYS right?
  • Customer focus : What it means
  • The absolutes of Quality Managment
  • Are you your boss’s customer or is your boss your customer?
  • Internal customer culture: Is Service the exclusive business of frontliners ?
  • Designing Performance Indicators
  • A workable Model for building service-oriented organisations
  • How companies with world-famous reputations for Service Excellence
  • DO IT
  • Building quality cultures : Critical success factors
  • Quality Awards
  • Motivation for change
  • Paradigm shifts

Brainstorming, Mini-lectures, Syndicate exercises, Group discussions.

Trainer Profile

Chor Hoong

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.