Customer satisfaction is very important to any business, even if it is not a regulatory requirement. However, customer satisfaction measurements can help determine the customer's expectations and provide insight to design features and characteristics that make a medical device a better product. Additionally, the measurement system could uncover latent defects and performance problems that can help improve processes and reduce costs.
Objectives of the Presentation
Why Should you Attend
- The requirements in a QMS
- The difference between a complaint in each system
- Methods to identify customer expectations
- An explanation of the Kano model to characterize expectations
- Methods to collect customer satisfaction data
- An explanation of different survey methods and their applications
- Techniques to analyze customer satisfaction data
- Communicating customer satisfaction data
- Issues related to Management Review
- Using Preventive Action for improvement
One critical area for any manufacturer is customer satisfaction. Measuring and monitoring customer satisfaction can help determine the issues that make a business successful. It is a major requirement in ISO 9001:2008 and ISO 9001:2015.
For medical device manufacturers, the issue is a little different. The Quality Management Systems (QMS) requirements, such as FDA QSR and ISO 13485:2003, do not require customer satisfaction measurements, because regulators are not in a position to enforce it. However, the information learned measuring customer satisfaction could help uncover issues such as nonconforming products or performance issues.
ISO 10004:2012 provides a model for determining customer satisfaction. This webinar describes the model, and puts it into the context of manufacturing medical devices. For example, the webinar explains the difference between a complaint in the regulatory realm and a complaint involving only customer satisfaction. Attend this webinar to understand the four major elements in the customer satisfaction process in ISO 10004:2012 model.
Who can Benefit
- Customer satisfaction measures, analysis, and the resulting improvement can affect many parts of the organization. This typically includes:
- Quality Managers
- Regulatory Managers
- Sales Managers
- Marketing Managers
- Project Managers
- Complaint Handling MDR Specialists
- Data Analysts