What you'll learn
Better understand The First Principle of QMS: Focus on customer
Manage your organization with focus on customer
Measure the customer satisfaction
Recognize link between QMS (Focus on customer) and Marketing in an organization

Requirements
No previous experience is required

Description
1. A brief, honest, well written course descriptionThrough QMS approach the Course provides elaboration and highlights importance of customer satisfaction of any organization.Then, the course provides model and metrics for measurement of the customer satisfaction.During the course some very important similarities between marketing and QMS has also been presented.Parts of the course are questions for testing attenders.The course is consisted of Introduction part and 7 sections.2. Clear course goals, target audience, and requirements that are easy and understandCourse goals:I. Better understand The First Principle of QMS: Focus on customerII. Manage your organization with focus on customerIII. Recognize link between QMS (Focus on customer) and Marketing in an organizationIV. Measure the customer satisfactionV. Improve principle of Focus on customer in the practice aiming to increase quality of your organization's performing.Target audience:I. students whose interest is related to management, business, marketing and many other related fieldsII. middle and strategic management of all kind of organizationsIII. professionals who are dealing with QMSRequirements:Only to be:•focused and concentrated•open- minded•curious•try to enjoyBio:Name and surname: Ernad GranićEducation:-Master of technical science, Field: Quality management system (QMS);-Auditor QMS-Master of Public Procurement-Forestry Engineer-Reserve Military OfficerExperience:More than 20 years of diverse professional engagement as company manager, project manager, advisor, consultant and researcher linked with concepts of QMS and sustainability including implementing these concepts in practice and scientific researcher (author of scientific papers).Also, significant professional experience in development company whose mission was building capacity of diverse clients - organizations through multidisciplinary approach.Very developed advisory, coaching and presentation skills.

Overview
Section 1: Introduction

Lecture 1 Introduction

Section 2: Customer in QMS

Lecture 2 Definition of QMS

Lecture 3 Standardization of QMS

Lecture 4 Principles of QMS

Lecture 5 Test of Knowledge 1

Section 3: Focus on customer

Lecture 6 Customer in QMS

Lecture 7 External customer in QMS

Lecture 8 Internal customer in QMS

Lecture 9 Test of Knowledge 2

Section 4: Customer satisfaction

Lecture 10 Customer expectation- perception - satisfaction

Lecture 11 Customer satisfaction

Lecture 12 Test of Knowledge 3

Section 5: Marketing and Customer satisfaction

Lecture 13 Marketing in General

Lecture 14 Link between marketing and customer satisfaction

Section 6: Measurement of customer satisfaction

Lecture 15 Goal of the measurement of customer satisfaction

Lecture 16 Measurement of satisfaction of external / internal customers

Lecture 17 Test of Knowledge 4-5

Section 7: Methods of measurement of customer satisfaction

Lecture 18 A Pathway How to Measure Customer Satisfaction

Lecture 19 Common Metrics for Customer Satisfaction

Lecture 20 Test of Knowledge 6

Section 8: BENEFITS of measurement of customer satisfaction

Lecture 21 BENEFITS of measurement of customer satisfaction

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