Overview
The 5-day Lead Auditor training course aims to provide participants with the knowledge, and develop the skills and expertise necessary to:
-
Audit a Quality Management System (QMS) based on ISO 9001:2015
-
Ensure that the organization is competent in maintaining and continually improving its QMS
-
Perform third party audits by applying widely recognized audit principles, procedures and techniques
-
Proficiently plan and perform internal and external audits in compliance with ISO 19011 and the certification process according to ISO 17021.
-
Manage audit teams and audit programmes, communicate with customers, resolve conflicts, etc.
Based on practical exercises, the participants will master the audit tools and techniques.
ISO 13485: 2016
Lead Auditor
First time you visit our website?
Empower Your Team with Industry-Leading Training Programs
Tailored corporate training for leadership, technical skills and professional development
-
We serve corporate clients investing in peoples' knowledge, skills, and competencies, to improve business performance, enhance process, product and service quality, and achieve sustained growth and profitability.
-
We understand the meaning of the business terms "Voice of the Customer" and what constitutes "value" from the customer's point of view.
-
We also understand the difference between "value" and "waste" from the business and individual learner point of view.
-
-
We care about the people, the knowledge enhancement of which is entrusted to us by their organisation or themselves.
-
We focus on learning (not just on training, and issuing certificates) and providing post-training advice and support through workshops and consulting services.
Stratos Lazaridis
CEO The Marvel Academy
Corporate Training Solutions
Mob: +44 (0)749 114 7156
Contents
-
Our guiding principles
-
What we are committed to
-
Customer service standards
-
Customer complaints
-
Customer feedback
Customer Satisfaction Charter
Our Guiding Principles
-
Creating a pleasant training and learning environment through the professional delivery of our
services
-
Striving to meet or exceed customer expectations
-
Listening to our clients and learning from them
-
Understanding our customer needs
-
Committing to continuous improvement of our products, services, processes, and people
-
Developing the skills and expertise our employees
-
Pursuing excellence in management practices and customer service
-
Being socially responsible and working responsibly.
Our Charter sets out our commitment and the standards of customer service we aim to provide.
We Are Committed to:
-
Treating our customers fairly, with the confidentiality and respect they deserve
-
Listening actively and carefully
-
Keeping our customers informed about schedules, timescales, and deliverables concerning them
-
Providing clear and accurate information
-
Being professional and friendly to our clients
-
Being courteous and helpful
-
Being transparent and accountable
-
Responding to enquiries and requests within agreed time-frames
- Apologising if we make a mistake
-
Using innovation to improve our services
-
Striving to continuously improving our service standards.
Customer Service Standards
When receiving written communications, such as emails, we aim to:
-
Respond by the end of the next working day
-
Provide you with clear and helpful information that meet your needs
We aim to:
-
Confirm the training event by the end of the next working day, after acceptance of a quotation
-
Send any pre-course training materials, if required for self-study before the course start, after
confirmation of payment for the course
-
Send the delegates' workbook, and any other materials, if applicable, before the course start
-
Focus on learning and understanding, vs. just preparing the delegates to pass the exam and get certified.
During an event or training session we will ensure that any further requirements are responded to promptly.
Following the event or training session we will ensure that:
-
Client views and satisfaction are sought, either directly at the end of your event, or by the end of the next working day
-
Any experience failing to meet a client’s expectations, is investigated and the findings reported back to the client.
Customer Complaints
Complaints on the following can be raised under the existing complaints procedure.
-
Inappropriate behaviour of staff
-
Harassment
-
Discrimination, on the grounds of race, religion, gender, sexuality, disability, etc.
We provide the following channels for feedback:
-
Via e-mail to complaint@btcsltd.co.uk
-
Via post, by writing a letter to “Business Training & Consulting Services Ltd, 159 Chiltern Court, Baker Street, London NW1 5SS” for the attention of (FAO): The Managing Director.
All complaints will be responded to within 2 working days from the day received.
Customer Feedback
We always welcome and value client feedback.
If you have enjoyed a positive experience from a particular product, service, or member of our staff, or have any suggestions for further improvement of our services, we would like to hear from you.
We provide the following channels for feedback:
-
At the end of the classroom training course you attended, by filling “The BT&CS Feedback Form”
-
Via e-mail: feedback@btcsltd.co.uk
-
Via post, by writing a letter to “Business Training & Consulting Services Ltd, 159 Chiltern Court, Baker Street, London NW1 5SS”, FAO: The Managing Director.
