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[MT56] ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling - Internal Auditor Training

Who should attend
Personnel handling complaints in companies, call centres, government agencies and industry associations
 
Course objectives
·      To appreciate the importance of internal audit in a quality management system
·      To plan and implement effective internal audits against ISO 10002:2018
·        To provide value-added auditing
 
Prerequisite
Delegates must have good understanding of ISO 10002 standard before attending this auditing course
 
Course contents
·        What is an Audit?
Ø Audit objectives
Ø Managing an audit
·      Planning an Audit
Ø Identify audit objective
Ø Extent of an audit
Ø Principles of audit
Ø Auditor competence
·      Implementing an Audit
Ø Audit activities
Ø Preparing for audit
Defining process map
Determining audit trail
Scheduling an audit
Preparing audit checklist
Ø Conducting an audit
Opening meeting
Conducting an audit
Ø Reporting audit result
Presenting audit findings
Preparing audit report
Closing meeting
Ø Follow-up after audit
·        Checking and Improving Audit Process
Ø Monitor and measuring an audit
Ø Improving the audit process
 
Delivery Method
Presentation, workshop, discussion & exercise
 
Certificate of attendance
Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours

Remarks: “HKQAA reserves the right to cancel the course, change the trainer, content, date, time and / or venue as necessary. Please read the terms and conditions at the bottom of this page before enrolment.” Course time : 09:00 - 17:30 Early bird discount fee : settle fee 3 weeks before the course

Course Code Date Duration Course Fee Course Fee (Early Bird) Language Location
MT56C/HK-10A 22-23 Oct 2021 2 days 3300 3100 Cantonese with English materials 19/F K Wah Centre 191 Java Road North Point Hong Kong
MT56C/HK-11A 29-30 Nov 2021 2 days 3300 3100 Cantonese with English materials 19/F K Wah Centre 191 Java Road North Point Hong Kong
MT56C/HK-12A 20-21 Dec 2021 2 days 3300 3100 Cantonese with English materials 19/F K Wah Centre 191 Java Road North Point Hong Kong

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Last Update: 2021-12-03   Disclaimer and Copyright
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