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Complaint management in production processes


Description

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Profits

  • use of skills to look at complaints external and internal customers,
  • knowledge of the principles of effective complaints handling processes,
  • improving the efficiency of employees in activities after complaints,
  • improvement of the qualifications of auditors, preparation of employees for customer’s audits and certifiers.

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Outline

  1. Environment = processes = customers and theirs expectations = complaints.
  1. Stage of meeting expectations by processes and ways of measurement. Gage R&p 
  2. Communication: Client – owner of a process. How to give comments, observations, claims. 
  3. Complaints from external customers – how to perceive and use them? 
  4. External complaints: possibility to develop, not a proof of failure. 
  5. Constant development principles based on complaints analysis: PDCA and 8D rapport.
  6. Complaints analysis methods: Searching data and facts about main causes. 
  7. Methods of constant improvement of processes: FMEA KAIZEN. Plan of process control.

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Schedule

  Schedule   Day 1   Day 2  
             
  Registration   9:45 - 10:00      
  Workshops   10:00 - 11:00   9:00 - 11:00  
  Break   11:00 - 11:15   11:00 - 11:15  
  Workshops   11:15 - 13:00   11:15 - 13:00  
  Lunch   13:00 - 13:45   13:00 - 13:45  
  Workshops   13:45 - 15:00   13:45 - 15:00  
  Break   15:00 - 15:10   15:00 - 15:10  
  Workshops   15:10 - 17:00   15:10 - 16:00  

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