QUALITY & CUSTOMER

ISO QUALITY & CUSTOMER SERIES

STEIA QUALITY & CUSTOMER SERIES

provide guidance for organizations to achieve sustained success in a complex, demanding and ever-changing environment, with reference to the quality management principles described in ISO 9000:2015. Where they are applied collectively, quality management principles can provide a unifying basis for an organization’s values and strategies.

STEIA ISO 9000 SERIES QUALITY Courses focuse on providing confidence in an organization’s products and services, and these courses focuse on providing confidence in the organization’s ability to achieve sustained success.

Top management’s focus on the organization’s ability to meet the needs and expectations of customers and other relevant interested parties provides confidence in achieving sustained success. These courses address the systematic improvement of the organization’s overall performance. They include the planning, implementation, analysis, evaluation and improvement of an effective and efficient management system.

One of the key elements of organizational success is the customer’s satisfaction with the organization and its products and services.

Therefore, it is necessary to monitor and measure customer satisfaction.

The information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of the organization’s strategies, products, services, processes and characteristics that are valued by customers, and serve the organization’s objectives.

Such improvements can strengthen customer confidence and result in commercial and other benefits.

The STEIA ISO 10000 SERIES CUSTOMER Courses provide guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction. The satisfaction of persons or organizations that could or do receive a product or a service from a public or a private organization is the focus of these courses

9000.EN.101

ISO 9001:2015 - Quality Management Systems

Course developed in accordance with :

EN ISO 9001:2015, Quality management systems Requirements

prepared by Technical Committee ISO/TC 176 “Quality management and quality assurance”.

ISO 9000:2015, Quality management systems — Fundamentals and vocabulary

This course specifies requirements for a quality management system when an organization:

a) needs to demonstrate its ability to consistently provide products and services that meet customer

and applicable statutory and regulatory requirements, and

b) aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.

All the requirements of this course are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides.
24 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations

____________________________________________________________________________________________

9000.EN.104

ISO 9004:2018 - Guidance to achieve success

Course developed in accordance with :

ISO 9004:2018 - Quality management - Quality of an organization - Guidance to achieve sustained success
EN ISO 9001:2015, Quality management systems Requirements
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary

This course gives guidelines for enhancing an organization’s ability to achieve sustained success.

The guidance is consistent with the quality management principles given in ISO 9000:2015.

This course provides a self-assessment tool to review the extent to which the organization has adopted the concepts in the standard.

The quality of an organization is enhanced and sustained success can be achieved by consistently meeting the needs and expectations of its interested parties over the long term.

Short- and medium-term objectives should support this long-term strategy.

This course is applicable to any organization, regardless of its size, type and activity..

8 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations

____________________________________________________________________________________________

10000.EN.101

ISO 10001:2018 - Customer satisfaction
Codes of conduct

Course developed in accordance with :

ISO 10001:2018 - Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary

This course gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.

This course is applicable to product- and service-related codes containing promises made to customers by an organization concerning its behaviour.

This course is compatible with ISO 10001, ISO 10003 and ISO 10004. These four courses can be used either independently or in conjunction with each other for enhanced customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring and measurement of customer satisfaction.

8 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations

____________________________________________________________________________________________

10000.EN.102

ISO 10002:2018 - Customer satisfaction
Complaints handling

Course developed in accordance with :

ISO ISO 10002:2018 - Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

This course gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

This course addresses the following aspects of complaints handling:

a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective and easy-to-use complaints process;

e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process

8 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations

____________________________________________________________________________________________

10000.EN.103

ISO 10003:2018 - Customer satisfaction
Dispute resolution

Course developed in accordance with :

ISO 10003:2018 - Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations

This cours gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.

This cours is applicable to:

— complaints relating to the organization’s products and services, the complaints-handling process or dispute-resolution process;

— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

This course is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:

— guidance on determining when and how organizations can participate in dispute resolution;

— guidance on the selection of providers and use of their services;

— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;

— the essentials for fair, suitable, transparent and accessible dispute resolution;

— guidance on management of an organization’s participation in dispute resolution;

— monitoring, evaluating and improving the dispute-resolution process.

This course is particularly aimed at dispute resolution between an organization and

— individuals purchasing or using products and services for personal or household purposes, or

— small businesses..

8 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations

____________________________________________________________________________________________

10000.EN.104

ISO 10004:2018 - Customer satisfaction
Monitoring and measuring

Course developed in accordance with :

ISO 10004:2018 - Quality management — Customer satisfaction — Guidelines for monitoring and measuring

This course gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization

8 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations

____________________________________________________________________________________________

10000.EN.105

ISO 10005:2018 - Quality Plans

Course developed in accordance with :

ISO 10005:2018 - Quality management — Guidelines for quality plans

This course was prepared to address the need for guidance on editing and manage Quality Plans (QP), either in the context of an established quality management system or as an independent management activity.

In either case, quality plans provide a means of relating specific requirements of the process, product, service, project or contract to work methods and practices.

This course

gives guidelines for establishing, reviewing, accepting, applying and revising quality plans.
is applicable to quality plans for any intended output, whether a process, product, service, project or contract, and any type or size of organization.

It is applicable whether or not the organization has a management system in conformity with ISO 9001.

Quality plans are most effective when they are compatible with other associated plans.

This course can also be used where quality plans are integrated with other management plans or quality management systems.

This course is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this course is on customers external to the organization

This course is compatible with ISO 10000 series and ISO 9001

16 HOURS - Duration can be reduced and modulated according to customer needs
Adaptable in fractions of hours
Preliminary assessment of learners and the maturity status of the organization
Language : Italian and English
PRESENCE and/or on WEBEX platform
Training Material updated to the Regulations
Effective presentations with summary diagrams and concept maps
Student Manual
Electronic Registration of attendance and participation
INITIAL TEST & FINAL TEST
Measurement of the EFFECTIVENESS of COMPETENCE
Codified and personalized Training Certificate with a traceable declaration of participation
Professional teachers for this Domains with practical experience of management of Systems and applicable Regulations