The student will be able to prepare a customer questionnaire, analyse the result, and eleborate custumer project.
Students will be able to integrate customer focus in continuous improvement initiatives and will be prepared for consultation of external providers.
I. FIRST PART : CUSTOMERS SURVEYS
Chapter 1 : BEST PRACTICES OF COMMUNICATION
Chapter 2 : INTRODUCTION TO TECHNIQUES :
. The STAKES of customers research
. QUALITATIVE researchs
. QUANTITATIVE surveys
. Customers EXPECTATIONS and commitments with Quality of Services.
II. SECOND PART : QUALITY in SERVICES
Chapter 1 : STRATEGIC VALUES in the framework of Services devices
Chapter 2 : BASIS of a « by the customer satisfaction MANAGEMENT »
Chapter 3 : The WAYS to manage a Quality of Services Project
Chapter 4 : The ORGANISATION of a PROJECT
Chapter 5 : This PROJECT in the prospect of a CERTIFICATION.
Participation to the lesson and realisation of the exercice