Objectives

Manage customer relations in compliance with ISO 9001:2015 QMS requirements

Master Quality and safety environment

Understand the concepts and challenges of customer management

Apply the principles and requirements of ISO 9001:2015 to improve customer

Satisfaction

Know how to manage customer relations effectively

Content

General information on quality management

Definition of some quality concepts

History of quality management

The family of quality standards

The various changes to ISO 9001

The seven management principles of ISO 9001/2015

Quality issues

ISO 9001 version 2015 and customer management in companies

The concept of customer management

The challenges of customer management

Normative references according to ISO 9001 and customer management

The challenges of customer management in African water utilities

The benefits of customer management for a utility

...

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