• Requirements for a customer-focused organisation:
• The organisation as a system
• Organisational processes for listening to the external environment, including SWOT and PESTEL
• Relationship to strategy development and stakeholder analysis
• Relationship to strategy deployment (Hoshin-Kanri) and quality objectives
• Customer requirements for process-based approach, product and service quality planning and improvement
• Requirements of ISO 9001 for customer focus
• Concepts of supply chain excellence.

• Establishing customer requirements:
• Identifying the customers
• Understanding the different types of requirements
• Construction and use of the Kano Model
• Establishing critical to quality deliverables
• Construction and use of CTQ Trees and requirements matrices.

• Capturing the voice of the customer:
• Different methods for capturing the voice of the customer
• Techniques for interviewing the customer, focus groups and questionnaires
• Customer survey design
• Customer knowledge banks
• Customer observation techniques.

• Translating customer requirements:
• Operational definitions
• The Customer Interaction Cycle
• Managing risk of customer dissatisfaction.

• Analysis of data:
• Types of data: qualitative, categorical, ordinal, discrete (or attributes), continuous (or variables) and the benefits/drawbacks of each
• Data collection
• Sampling methods (random, systematic, stratified)
• Affinity diagram, interrelationship diagraph.

• Assessing customer satisfaction:
• Cost of poor quality
• Different data types and their benefits/drawbacks
• Analysis of customer survey results
• Customer journey mapping
• The role of social media in broadcasting success or failure.

• Handling customer feedback:
• Complaint handling
• Root cause problem solving
• Handling positive feedback.

• Innovation and new products/services:
• Customer behaviour and product/service interaction
• Techniques to evaluate the external environment
• Scenario planning techniques.

All of our courses are delivered by supported distance learning – which simply means you can study at home or work, at a time – and a pace – which suits you.

Once you’ve enrolled, your dedicated tutor will contact you to arrange your induction.  They’ll go through everything you need to know, and you’ll agree your learning plan.

We’ll also email your login details along with a weblink to our online learning system.  Here you’ll have 24/7 access to everything you need to complete your course – your learning, study support and assessment materials and tutor will provide timely advice, support and feedback throughout your course.

This means:

• You’re not constrained to set dates/times for training – you can start when you’re ready.
• You can complete your training at a pace that’s best for you – if you have more time than expected you can accelerate your learning and complete earlier than planned.
• You can access course learning, assessment and study support materials, receive feedback and support and sit your exam at a time and place that works for you.

Once you’ve successfully completed your course you’ll receive a digital CQI and IRCA accredited certificate.  It really is that simple.

• Assessment for practitioner courses is two-fold. On successful completion of the course workbook for you will sit a CQI-set, multiple-choice (30 question), open book, one hour exam. The pass mark is 66%.

• Your exam is typically facilitated through work – if this is not an option, please contact us and we’ll provide you with further information on exam options.

• When you pass the exam you will be awarded a certificate of achievement.

The Practitioner courses are aimed at those practising in quality and aspiring towards middle management. At the point of enrolment, we ask you to provide a brief statement on your experience, training, qualifications and study goals (or you can send your CV). Our Programme Lead will assess this to ensure the level is appropriate and will support your development aims.

Typically, we’d advise at least two years’ experience within a quality management role for these courses.

Suggested prior learning: Introduction to Product and Service Management (FD105)

If you are unsure which level or course is right for you, you can use the CQI tool to help you decide (https://www.quality.org/training/quiz). Or, get in touch with us to request a free consultation.

On successful completion you will be awarded a certificate of achievement.

The Practitioner Certificate in Quality Management is awarded, by the CQI, following the successful completion of all eight Practitioner courses.