(A TWO DAY PROGRAMME)
PRESENTER : PROFESSOR GOPAL K
KANJI
1. INTRODUCTION:
Customer satisfaction
Index (CSI) represents a new type of customer-based measurement
system for evaluating
and enhancing the performance of companies,
industries, economic sectors and national economics. It is designed to be representative
of the economy as a whole and covers many companies over various types of industries
in the consumer sectors of the economy. On an annual basis the CSI system estimates
a company level customer satisfaction index for each company in the sample
and weights their company-level indices to calculate industry,
sector, and national
indices.
The customer satisfaction index
measures the quality of the goods and services as experienced
by the customers that use them. An individual
companies’ CSI
represents its served markets and its customers’ overall evaluation of
total purchase and user experience. Similarly, an industry CSI represents the
industry’s customers’ overall evaluation of its market. A sector
CSI is an overall evaluation of that sector, and the national CSI gauges the
national total consumption experience.
2. OBJECTIVE
This two day training
aims to guide you through the holistic approach of performance
measurement and the nature of customer
satisfaction index. The theory underlying
the CSI and various types of CSI (i.e. American customer satisfaction index ACSI,
European customer satisfaction index ECSI, Etc.) will be presented. It will also
provide the delegates with data collection & measurement process, versatility
and robustness of the models, CSI methodology, analysis & presentation of
results and hands on practice for the calculation of the customer satisfaction
indices using special software (KW management software).
3. WHO SHOULD ATTEND?
Managing
Directors responsible for quality, Quality Directors of the
organizations, Marketing Managers with the responsibility
for customer satisfaction etc and
any other managers who are associated with quality, customer care, business
excellence and performance measurement. Suitable students
can also attend.
4. PROGRAMME
DAY – ONE
Part 1.Introduction:
Explains
the concepts of quality and the development of customer
satisfaction index and
provides the interface between customer satisfaction, total
quality management and business excellence.
Part 2. Basics:
Provides an overview, history, rational and
ramification of a customer satisfaction index in the public
and the private sectors.
Part 3.Models development:
Provide various
models for customer satisfaction index i.e. ACSI, ECSI,
and KCSI. Present various
methodologies for measuring customer satisfaction index.
and explains differences that exist between ACSE, ECSI, and
KCSI.
Part 4. CSI Methodology:
Provides an overview of sampling, sampling
methods, questionnaire design and non- response in interview
surveys.
DAY – TWO
Part 5. Case Studies:
Presents some relevant
case studies of customer satisfaction indices from both public
and private sectors.
Customer Satisfaction index for the HONG
KONG Hotel Industry.Part 6. Workshop: Provides facilities to
construct model, prepare
questionnaire, collect data and calculate the customer satisfaction
indices using K & W management software. European Telecommunication,
report on Customer Satisfaction Index.
