2014 - Monitoring and Measuring Customer Satisfaction Using ISO 10004:2012

DESCRIPTION
One critical area for any manufacturer is customer satisfaction. Measuring and monitoring customer satisfaction can identify and resolve issues that help make a business successful. It is a major requirement in ISO 9001:2008.
For medical device manufacturers, the requirements are a little different. The Quality Management Systems (FDA QSR & ISO 13485:2003), do not require customer satisfaction measurements, because regulators are not in a position to enforce it. It is still important, however, and could help uncover concerns, such as product problems and reportable events, that regulators do care about.
ISO 10004:2012 provides a model for customer satisfaction. This webinar describes the model, but puts it into the context of medical device manufacturing. For example, the webinar clarifies the difference between a complaint in the regulatory realm and a complaint involving only customer satisfaction.
The ISO 10004 model includes four major elements in the customer satisfaction measurement process. The webinar explores each element and explains how to apply it.
Areas Covered
The requirements in a QMS
The difference between a complaint in each system
Methods to identify customer expectations
An explanation of the Kano model to characterise expectations
Methods to collect customer satisfaction data
An explanation of different survey methods and their applications
Techniques to analyse customer satisfaction data
Communicating customer satisfaction data
Issues related to Management Review
Using Preventive Action for improvement
Who will benefit
Quality Managers
Regulatory Managers
Sales Managers
Marketing Managers
Project Managers
Complaint Handling & MDR Specialists
Data Analysts
Webinar Includes:
Q/A Session with the Expert to ask your question
PDF print only copy of PowerPoint slides
90 Minutes Live Presentation
Certificate of Attendance