Monitoring and Measuring Customer Satisfaction Using ISO 10004:2012
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Website https://compliance2go.com/product/?pid=CP2014-362 |
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Category Medical Device
Deadline: October 15, 2014 | Date: October 15, 2014
Venue/Country: online, U.S.A
Updated: 2014-09-23 17:59:14 (GMT+9)
Call For Papers - CFP
DESCRIPTIONOne critical area for any manufacturer is customer satisfaction. Measuring and monitoring customer satisfaction can identify and resolve issues that help make a business successful. It is a major requirement in ISO 9001:2008.For medical device manufacturers, the requirements are a little different. The Quality Management Systems (FDA QSR & ISO 13485:2003), do not require customer satisfaction measurements, because regulators are not in a position to enforce it. It is still important, however, and could help uncover concerns, such as product problems and reportable events, that regulators do care about.ISO 10004:2012 provides a model for customer satisfaction. This webinar describes the model, but puts it into the context of medical device manufacturing. For example, the webinar clarifies the difference between a complaint in the regulatory realm and a complaint involving only customer satisfaction.The ISO 10004 model includes four major elements in the customer satisfaction measurement process. The webinar explores each element and explains how to apply it. Areas CoveredThe requirements in a QMSThe difference between a complaint in each systemMethods to identify customer expectationsAn explanation of the Kano model to characterise expectationsMethods to collect customer satisfaction dataAn explanation of different survey methods and their applicationsTechniques to analyse customer satisfaction dataCommunicating customer satisfaction dataIssues related to Management ReviewUsing Preventive Action for improvementWho will benefitQuality ManagersRegulatory ManagersSales ManagersMarketing ManagersProject ManagersComplaint Handling & MDR SpecialistsData AnalystsWebinar Includes:Q/A Session with the Expert to ask your questionPDF print only copy of PowerPoint slides90 Minutes Live PresentationCertificate of Attendance
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