Purpose & Outcome

1. Internal Customer Care One / Three Day(s) Purpose & Outcome • In an era of constant change business organisations that wish to grow or even to survive need to enhance customer satisfaction and employee satisfaction. This is also the requirement of various Quality Awards like EFQM, DQG and also of ISO 9000. Measuring, monitoring and managing Internal customer satisfaction through Internal customer care is the surest way to enhance the twin objectives of external customer satisfaction and employee satisfaction, the two pre-requisite for achieving business objectives. • The course on Internal Customer Care will prepare participants • to identify Internal Customer Needs, • to measure Internal Customer Satisfaction, • to understand various tools used for Improvement of Internal Customer Satisfaction, • to integrate the internal customer care with ISO 9000:2000, • to leverage Internal Customer Care for increasing process efficiency and achieve business goals. Process • The course consists of a balanced mix of lecture sessions by qualified & experienced Counsellors, interactive workshops, practical work-exercises on application and implementation of following Internal Customer Care methodology :- • Business Process Enterprise Model. • Understanding Internal Customer needs by visit to Internal Customers. • Understanding Process Charecterisation. • Job flow Chart / Management System Chart. • Development of Internal Customer Needs with SIPOC Table. • Failure Mode Effects Analysis ( Process FMEA). • Deployment of Internal Customer Need Matrix. • Integration with ISO 9000 : 2000. • Action plan for deployment of Internal Customer Need Matrix. Who Should Attend ? Middle/Senior Level of Management from all functional areas. Why TQMI ? TQMI, India's leading training and consultancy organisation, with its network of offices across the country and in Dubai, specializes in providing solutions to all your quality related issues. With more than 15 years of its operations, TQMI utilizes the wealth of experience of its counselors, who conduct the training programmes and convert the whole experience into a cherishable memory for all the participants. The fact that these training programmes are taken repeatedly by its client companies who recommend these programmes to others, is itself a trend setting phenomena. All the exercises and case studies are prepared with the knowledge gained by the counselors and make these programmes useful and practical for the participants. The number of times these courses are conducted in all these years speak for the value addition the client organizations get out of these courses. The blue chip companies who are working with TQMI have achieved tremendous benefits from these courses and the value addition in their quality management system speaks for the quality of these programmes. I0306 ISSUE 1 VP 159