Course overview
Customer Satisfaction & Service Quality Masterclass is a senior-level masterclass on strategy and performance in Customer Satisfaction & Service Quality. It covers the principles, the requirements of ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge, and the practical methods used on site, with case studies from operations in the Gulf, Africa and worldwide. Available online, in the classroom in 60 cities, or in-house.
What participants will be able to do
- Explain the principles, terminology and scope of Customer Satisfaction & Service Quality
- Apply the relevant requirements of ISO 9001, ISO 19011, ISO 31000 and ASQ bodies of knowledge
- Use practical tools, checklists and calculations with confidence
- Recognise common problems, risks and root causes and choose the right corrective action
- Build a business case and roadmap their leadership team can act on
Who should attend
Designed for quality managers, auditors, engineers and process owners in senior and leadership roles.
Course outline (5 days)
- Day 1: Strategic view of Customer Satisfaction & Service QualityTrends, regulation and what leading companies do differently
- Day 2: Benchmarking and performanceKPIs, maturity models and gap analysis
- Day 3: Lessons from major incidents and projectsDecision points that changed outcomes
- Day 4: Leading the changeBuilding the business case, budget and team capability
- Day 5: Masterclass forumExpert panel, peer exchange and personal roadmap
What the 10-day edition adds
- Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
- Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
- Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
- Day 9: Applied project, part 2Complete, test and refine your solution
- Day 10: Presentations and final assessmentPresent to the group and complete the final assessment
Training method and certificate
Interactive sessions, practical exercises, case studies and pre- and post-course assessments. Participants receive a Qimma Global Training certificate of completion stating the training hours (30 hours for 5 days, 60 hours for 10 days). Delivered in English or Arabic.
Dates 2027–2030
None of these dates work? We run this course for your team on the date and in the place you choose.
| Dates | City | Duration | Fee | |
|---|---|---|---|---|
| 30 May – 3 Jun 2027 | Riyadh Classroom | 5 days | $5,500 | Register |
| 25 Jul – 5 Aug 2027 | Sharm El Sheikh Classroom | 10 days | $9,900 | Register |
| 27 Sep – 1 Oct 2027 | Bangkok Classroom | 5 days | $5,500 | Register |
| 4–15 Oct 2027 | Cape Town Classroom | 10 days | $9,900 | Register |
| 11–15 Oct 2027 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 27–31 Mar 2028 | Luanda Classroom | 5 days | $5,500 | Register |
| 10–21 Apr 2028 | Athens Classroom | 10 days | $9,900 | Register |
| 7–11 Aug 2028 | Lisbon Classroom | 5 days | $5,500 | Register |
| 21 Aug – 1 Sep 2028 | Zurich Classroom | 10 days | $9,900 | Register |
| 6–10 Nov 2028 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 26–30 Mar 2029 | Lagos Classroom | 5 days | $5,500 | Register |
| 11–22 Jun 2029 | Casablanca Classroom | 10 days | $9,900 | Register |
| 17–21 Jun 2029 | Muscat Classroom | 5 days | $5,500 | Register |
| 13–24 Aug 2029 | Kigali Classroom | 10 days | $9,900 | Register |
| 8–12 Oct 2029 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 9–13 Jun 2030 | Doha Classroom | 5 days | $5,500 | Register |
| 14–25 Jul 2030 | Alexandria Classroom | 10 days | $9,900 | Register |
| 26–30 Aug 2030 | Frankfurt Classroom | 5 days | $5,500 | Register |
| 23 Sep – 4 Oct 2030 | Cape Town Classroom | 10 days | $9,900 | Register |
| 7–11 Oct 2030 | Online (live) Online (live) | 5 days | $3,000 | Register |
Related courses
- QGT-QMS-108Statistical Process Control (SPC)Foundation
- QGT-QMS-119Customer Satisfaction & Service QualityFoundation
- QGT-QMS-140Customer Satisfaction & Service Quality: Advanced LevelAdvanced
- QGT-QMS-145ISO 45001 Occupational Health & Safety Management: Practical WorkshopPractical workshop
- QGT-QMS-161Customer Satisfaction & Service Quality: Practical WorkshopPractical workshop