Course Content
Intro to Customer Focus for ISO 9001 and 13485
An overview The training focuses on enhancing customer interactions, with future topics on leadership and operational excellence, tailored for ISO 9001 and ISO 13485 certified companies. Participants will learn about customer focus principles, the importance of leadership in customer engagement, and the structure of a Quality Management System, aiming to improve overall performance and satisfaction. Ongoing learning opportunities are encouraged through videos and assessments. The training video will refer to our membership which is currently not available and to quarterly topics which will be released in the future. The assessment is optional but highly encouraged. https://forms.office.com/r/hA6ZS8CGhm
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Intro and What is Required for Customer Focus
21:00
Customer Focus Requirements for ISO 9001 and 13485
The video outlines the key requirements of a quality management standard, covering aspects such as leadership, risk management, and customer focus. It emphasizes the importance of enhancing customer satisfaction through effective feedback mechanisms and highlights the differences between ISO 9001 and ISO 13485, particularly regarding leadership commitment and regulatory compliance. The six stages of customer focus success are discussed, along with the necessity of aligning quality policies with strategic goals and managing risks in customer interactions. Additionally, it stresses the significance of resource and knowledge management for continuous improvement within organizations.
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Requirements for ISO 9001 and 13485: Leadership and Risk Management
20:00
Customer Focus, Making Improvements, Handling Complaints
Utilize OFIS to uncover product and service improvement opportunities, with auditors assessing these during management reviews. Focus on addressing requirements, future needs, and performance enhancements while monitoring service uptime patterns. ISO 13485 management reviews should document service activities and evaluate improvement opportunities, emphasizing leadership commitment to customer satisfaction. Analyze customer feedback and contract acceptance processes to identify trends, and foster collaboration for proactive customer needs management. Continuous improvement of the quality system is essential to adapt to evolving customer demands, supported by upcoming training on customer satisfaction and journey mapping.
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Customer Focus: Making Improvements, Complaint Handling
Customer Focus
Customer Focus Excellence for ISO 9001 and 13485
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About Lesson

Participants will learn about customer focus principles, the importance of leadership in customer engagement, and the structure of a Quality Management System, aiming to improve overall performance and satisfaction. Ongoing learning opportunities are encouraged through videos and assessments.

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