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Course overview
This CQI/IRCA certified PT207: Customer Excellence training course will provide learners with the practical skills to identify the different types of customers and stakeholders. Gain knowledge and insight into their various types of requirements. Learn the skills required to translate these requirements to their organisation’s governance, assurance and improvement processes; therefore, delivering customer excellence. Learners will leave the course with the capability to use customer feedback and information from the external environment to enhance and innovate their organisation’s products and services.
Campus locations
What you'll learn
You will have the knowledge to:
- Apply a wide range of methods to establish customer/stakeholder requirements and views
- Understand typical risks associated with their organisation’s context and how they are addressed
- Support process owners and managers in understanding customer and stakeholder requirements
- Ensure customer/stakeholder requirements are well understood and can flow across the organisation
- Ensure customer/stakeholder requirements are well understood and can flow down through the supply chain (external providers/suppliers)
You will learn the skills to:
- Use tools to gather insights into markets, competitors, benchmarking and customer requirements
- Describe key tools to use in incremental, step change or transformational changes, in order to understand customer/stakeholder requirements
- Deploy appropriate tools and methods to enable the organisation to gain knowledge of market, competition, peers, quality differentiators and benchmarking with respect to specific products/services
- Be a stakeholder advocate
Study method
- In-class
- Online
- Blended
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Duration study load
- 3 days
Entry requirements
There are no prerequisites, but there is recommended prior knowledge, FD105 Introduction to Product and Service Management.
Materials
All learners will receive a comprehensive set of training materials. As we are conscious of our environmental impact, our default position is that materials are provided digitally through our partner Mimeo Digital. This allows learners the flexibility to view materials on a laptop, tablet or to print if preferred.
We will also provide loan copies of the necessary standards for use during the course.
For eCourses, all materials will be provided digitally through the eCourse platform.
Who's it for?
This course is aimed at those managing customer excellence and the development of performance measures supporting customer and stakeholder needs.
What does IRCA and CQI stand for?
IRCA and CQI stand for International Register of Certificated Auditors and Chartered Quality Institute. The CQI exists to make society better by supporting excellence in, and the widespread adoption of, quality management. IRCA is the leading professional body for management systems auditors.
About TPT Consultancy & Training
Auditing, Quality and Management Specialists
Over 30 years as your partner of choice
From humble beginnings in 1993, TPT has grown from a one-man-band consultancy to a leading global provider of bespoke training solutions.
As a premier global provider of bespoke training solutions, we specialise in aerospace, automotive, and CQI/IRCA management systems, offering tailored business improvement training. Our expertise is a driving force behind our clients’ operational success, providing targeted guidance and skills enhancement. With a focus on excellence in the aerospace and automotive industries, as well as CQI/IRCA standards, we empower organisations to navigate challenges effectively, ensuring they are well-equipped to achieve and sustain operational excellence in these specialised sectors.
We are proud to be approved by a number of professional bodies allowing us to deliver a comprehensive suite of CQI/IRCA auditor courses (including ISO 9001, ISO 14001 and ISO 45001). Additionally, we are TPAB-approved to deliver the sanctioned auditor authentication training required in the aerospace industry.
