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This 2 day course provides the necessary skills and understanding for individuals to decide how process improvement can benefit their organisation and how best to implement a continuous improvement program.

The course will cover the techniques to select and measure business processes linked to the business strategy for maximum results.

Customer satisfaction has been the traditional customer facing metric. You will learn about the growing area of customer loyalty and the Net Promoter Score. You will see how this alternative measure is highly correlated with business growth.

You will understand the key concept of cause and effect in a business context and some of the tools available to practitioners to identify key root causes for maximum results.