Page 17 - BSI Training Brochure 2021
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Process and business improvement
Structured Problem Solving The Art of Effective Customer Complaints
Simple tools being used in conjunction with a Customer complaint handling skills are among the
systematic and structured problem solving most valuable skill sets for any employee who
process can solve company problems and improve deals with customers. This one-day training course
the quality of goods and services. It is key to make aims to instil the art of customer complaint
sure that the problem cannot recur by handling, and help to build customer loyalty to
understanding the root cause of the problem and your business. Identifying and resolving customer
implementing controls which prevent recurrence. complaints using the appropriate techniques can
The application of the tools taught on this course turn your customer into a loyal one – and can turn
within a problem solving roadmap will result in the complaint into a business opportunity.
problems being solved permanently.
Fundamentals of Acceptance Sampling Developing and Managing Key
Performance Indicators (KPIs)
An acceptance sampling method allows
continuous control of the quality of products. A performance management process sets the
It involves testing a batch of samples to determine platform for rewarding excellence by aligning
if the proportion of units having a particular departmental and individual accomplishments
attribute exceeds a given percentage, and are with the organization’s mission and vision.
thereby accepted or rejected. This course will This course incorporates balanced scorecard and
provide introductory guidance on the different performance management (KPI’s) concepts, giving
types of acceptance sampling plans/quality tools you an understanding from setting strategies to
and their benefits. developing teams/function objectives and KPI’s for
individual appraisal.
Duration 2 days
bsigroup.com/en-ZA I +27(0)12 004 0279 I bsi.za@bsigroup.com 17
