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4.6 Customer Satisfaction and Loyalty

Course Content
Management Leadership Certified Manager
0/7
1.1 Vision / Strategic Direction
1.1 Managing for Results
1.2 Benchmarking and Quality Values
1.3 Fact-Based Management
1.4 Empowerment
1.5 Communication
1.6 External Responsibility
Human Resource Management Certified Manager
0/7
2.1 Selection and Recruitment
2.2 People Development
2.3 Management Development
2.4 Reward and Recognition
2.5 Employee Involvement
2.6 Work Environment
2.7 Valuing Diversity
Business Process Management Certified Manager
0/6
2.1 Business Process Owners and Documents
2.2 Process Breakthrough
2.3 Continuous Improvement
2.4 Process Measures
2.5 Management System
2.6 Technology Excellence
Customer and Market Focus
0/8
4.1 Customer Requirements
4.2 Customer Data Base
4.3 Market Segments
4.4 Customer Communications
4.5 Customer Query / Complaint Management
4.6 Customer Satisfaction and Loyalty
4.7 Customer Relationship Management
4.8 Customer Commitment
Info Utilization and Quality Tools Certified Manager
0/6
5.1 Benchmarking
5.2 General Quality Tools
5.3 Statistical and Management Tools
5.4 Specialized and Advanced Tools
5.5 Information Management
5.6 Quality and Product Network
Business Results Certified Manager
0/7
5.1 Customer Satisfaction
5.2 Employee Motivation and Satisfaction
5.3 Market Share
5.4 ROA
5.5 Productivity
5.6 Profitability Revenue Growth
5.7 Balance Sheet and Cash Flow
Certified Manager (Top Level)
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