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QimmaGlobal Training

Customer Satisfaction & Service Quality: Advanced Level

Quality & ISO Management

  • QGT-QMS-140
  • Advanced
  • 5 or 10 days
  • Online · Classroom · In-house

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Course overview

Customer Satisfaction & Service Quality: Advanced Level is an advanced programme for experienced practitioners in Customer Satisfaction & Service Quality. It covers the principles, the requirements of ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge, and the practical methods used on site, with case studies from operations in the Gulf, Africa and worldwide. Available online, in the classroom in 60 cities, or in-house.

What participants will be able to do

  • Explain the principles, terminology and scope of Customer Satisfaction & Service Quality
  • Apply the relevant requirements of ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge
  • Apply advanced analysis methods to real operating data
  • Recognise common problems, risks and root causes and choose the right corrective action
  • Prepare an improvement plan for their own site or organisation

Who should attend

Designed for quality managers, auditors, engineers and process owners with at least three years of experience.

Course outline (5 days)

  1. Day 1: Core principles revisitedFast review and recent changes in ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge
  2. Day 2: Advanced analysis methodsDetailed techniques, data interpretation and calculations
  3. Day 3: Design and performance optimisationImproving reliability, efficiency and cost
  4. Day 4: Troubleshooting complex casesDiagnosing multi-cause problems from field data
  5. Day 5: Risk, decisions and integrationBuilding a risk-based plan and presenting recommendations
What the 10-day edition adds
  1. Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
  2. Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
  3. Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
  4. Day 9: Applied project, part 2Complete, test and refine your solution
  5. Day 10: Presentations and final assessmentPresent to the group and complete the final assessment

Training method and certificate

Interactive sessions, practical exercises, case studies and pre- and post-course assessments. Participants receive a Qimma Global Training certificate of completion stating the training hours (30 hours for 5 days, 60 hours for 10 days). Delivered in English or Arabic.

Dates 2027–2030

None of these dates work? We run this course for your team on the date and in the place you choose.

DatesCityDurationFee
11–22 Jan 2027Budapest Classroom10 days$9,900Register
7–11 Jun 2027Edinburgh Classroom5 days$5,500Register
14–25 Jun 2027Kuala Lumpur Classroom10 days$9,900Register
12–16 Sep 2027Muscat Classroom5 days$5,500Register
11–22 Oct 2027Online (live) Online (live)10 days$5,500Register
10–21 Jul 2028London Classroom10 days$9,900Register
17–21 Jul 2028Kigali Classroom5 days$5,500Register
2–13 Oct 2028Prague Classroom10 days$9,900Register
8–12 Oct 2028Doha Classroom5 days$5,500Register
6–17 Nov 2028Online (live) Online (live)10 days$5,500Register
9–20 Jul 2029Lagos Classroom10 days$9,900Register
15–19 Jul 2029Al Khobar Classroom5 days$5,500Register
30 Jul – 10 Aug 2029Frankfurt Classroom10 days$9,900Register
9–13 Sep 2029Algiers Classroom5 days$5,500Register
5–16 Nov 2029Online (live) Online (live)10 days$5,500Register
18–29 Mar 2030Cape Town Classroom10 days$9,900Register
8–12 Apr 2030Madrid Classroom5 days$5,500Register
1–12 Jul 2030Marrakech Classroom10 days$9,900Register
12–16 Aug 2030Lagos Classroom5 days$5,500Register
30 Sep – 11 Oct 2030Online (live) Online (live)10 days$5,500Register

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