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Best Practices to Manage your Customer Quality Processes
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Customer quality is essential for the survival of any organization. ISO 9001 provides an effective process for focusing on the customer. Organizations driven by either industry standards (like FDA regulations) or embedded business models (like High Tech or Heavy Engineering) or customer satisfaction initiatives need to ensure that there is a consistent and repeatable process for capturing and resolving customer issues. Find out what customers want and what data an organization can gather to manage its customer focus process. An example of a telecom product and service provider will be presented along with a process to audit an organization's customer focus process.

The webinar will discuss and demonstrate the technology that was specifically developed working closely with a Fortune 500 customer to manage customer quality processes.

Areas Covered in this seminar:

  • ISO 9001 Customer Focus
  • Customer data
  • Example: Telecom Supplier
  • Audit: Customer Focus Management
  • Recording issues and complaints
  • Engaging teams to perform root cause analysis
  • Identifying corrective action and then executing a permanent resolution
  • Implementing Product Recall
  • Managing product change notification
  • Summary
Panelists

Dr. Sandford Liebesman
Dr.Sandford Liebesman , is a quality management system consultant with Sandford Quality Consulting LLC and is a member of the US TAG to TC 176. He has contributed to the four versions of ISO 9001. Dr. Liebesman was a quality manager at Bell Labs, Telcordia, AT&T and Lucent Technology. He was a quality auditor in these organizations and a lead auditor for KEMA Registered Quality.

Dr. Liebesman has an engineering degree from the United States Naval Academy and MSEE and Ph.D. (Operations Research) degrees from New York University . He taught statistics, quality control, quality management and operations research at Rutgers University . He is Chair-Elect of the ASQ Electronics and Communications Division and was recently elected as a Fellow of ASQ.

Carl McCauley
VP, Quality Management Solutions
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