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Using Quality Improvement Tools to Build Customer Satisfaction
Self-study course, 3-ring binder, two multiple choice tests, one CEU upon successful completion, $98.



This course developed by the American Management Association provides the framework - Total Quality Leadership - and the tools to achieve higher levels of quality and customer satisfaction.  You'll learn:

  • How to implement a continuous customer satisfaction improvement program using TQL
  • How to use check sheets
  • How to use flow, Pareto, cause-and-effect, affinity, tree, and relationship diagrams
  • How to use process-decision-program charts and matrices in your TQL program
  • How to integrate innovation and improvement.

The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 1997, 1998  Software Company Restructuring Services.  All rights reserved.
Last modified December 31, 1997

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