Building a customer-focused approach to your organisation is mandatory in today's competitive business environment. The demands from the market are ever-increasing. Not being sensitive to current and future customer needs is a sure way to business failure.

Assessing customer perception and opinion to your product and/or service is key. Demonstrating that you have organised mechanisms for handling customer concerns gives assurance and peace of mind to customers should they need to take up a case?

On an internal perspective, a key tool for ensuring that the Quality Management System is being implemented effectively within your organisation is by conducting Internal Quality Audits. Implemented properly, this tool gives management a clear picture of successful areas of implementation of the quality management system, whilst it also highlights areas for improvement and action.

Internal audits are a mandatory requirement of the quality management system according to ISO9001:2000

Module 1
Quality management for business growth;
Overview of the ISO9001:2000 Quality management systems requirements;
Measuring quality: internally and externally
Building a customer-focused approach;
Auditing - key tool in the continuous improvement process.

Module 2
Building customer focus:
- Customer feedback (satisfaction/complaints);
- Handling customer complaints - 8D. Module 4
Case study: workshop.

Module 3
Managing the audit process;
- Audit plan;
- Prepare for an audit;
- Carrying out the audit;
- Writing an effective audit findings report;
- Close out meeting;
- Agreeing corrective action through effective communication;
- Following up on corrective action.

Module 4
Case study: workshop
http://www.ice-egypt.com.eg/

Venue

Date: 27 May 2008 to 29 May 2008
Location: InterContinental Hotel, Cairo
More info: InterContinental
Cairo Semiramis
Egypt

Contact: essam abdel moneim
Company name: International Center for Etudes - ICE
Telephone number: +20 2 257 86710
Email address ice1@link.net

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