[MT56] ISO 10002:2018 客戶滿意度 - 投訴處理指引 - 內部審核員培訓

ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling

Internal Auditor Training


·      Delegates must have good understanding of ISO 10002 standard before attending this auditing course
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
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

Click here to explore e-learning training schedule


Should you have any questions, please contact Ms. Joanne Chan at 6050 8153 during office hour (9 a.m. to 6 p.m.) on Monday to Friday. 


備注: “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.” 課程時間 : 上午9時 - 下午5時30分 優惠價:於開課3星期前交費





课程费用 (提早报名)


MT56C/HK-08A 7-8 August 2024 2 days 3800 3500 粤语 - 辅以英文讲义 香港北角渣华道191号嘉华国际中心19楼
MT56C/HK-10A 28-29 October 2024 2 days 3800 3500 粵語 - 輔以英文講議 香港北角渣华道191号嘉华国际中心19楼

申请 条款及条件



最后更新:2024-07-19    免责声明
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