Overview
The 5-day Lead Auditor training course aims to provide participants with the knowledge, and develop the skills and expertise necessary to:
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Audit a Quality Management System (QMS) based on ISO 9001:2015
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Ensure that the organization is competent in maintaining and continually improving its QMS
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Perform third party audits by applying widely recognized audit principles, procedures and techniques
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Proficiently plan and perform internal and external audits in compliance with ISO 19011 and the certification process according to ISO 17021.
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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
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Empower Your Team with Industry-Leading Training Programs
Tailored corporate training for leadership, technical skills and professional development
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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.
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We understand the meaning of the business terms "Voice of the Customer" and what constitutes "value" from the customer's point of view.
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We also understand the difference between "value" and "waste" from the business and individual learner point of view.
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We care about the people, the knowledge enhancement of which is entrusted to us by their organisation or themselves.
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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
Service 4.0: Transforming Customer Interactions
Service operations are fundamentally challenged by new technologies and digital innovations, which have reset the benchmarks for customer experience and efficiency. Service 4.0 represents a transformation that helps companies meet consumer needs. Customers today expect service interactions that are simple and intuitive and happen in real time. The advances in technology that constitute Service 4.0 make it possible for companies across industries to meet this demand. Successful implementation provides the basis for a step change in performance beyond traditional lean improvement levers.
Service 4.0 is a collective term for technologies and concepts of service and support function organizations, based on new disruptive technological concepts (big data, mobility), the Internet of Things and the Internet of Services. It is a similar concept to industry 4.0, applied to value chain.
The proponents of Service 4.0 claim that it is a major opportunity for service companies to make a leap forward in terms of efficiency and effectiveness, and an opportunity for service users to discover and benefit from new features, impossible to be delivered before this disruption. Some key benefits are greater flexibility, faster speed, higher productivity, and better quality.
Service 4.0 champions can see a range of performance improvements, including a 60-percentage-point increase in customer satisfaction scores and a 40% reduction in costs.
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By using advances in technology to enhance everyday offerings, leading digital players meet, and often exceed, customer expectations.
Nine game-changing technologies enable the transformation to Service 4.0 and promote greater efficiency throughout the value chain.
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Big Data and Analytics. Develop deeper insight into customer behaviour, preferences, and pathways.
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Bionic Computing. Interact naturally with virtual agents, digital devices, and services.
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Ubiquitous Connectivity and the Internet of Things. Create an ongoing connection in areas such as on-the-spot service provision and remote monitoring.
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Cloud Computing. Manage large data volumes in open systems and provide services on demand.
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Cognitive Computing. Simulate human thought processes and provide intelligent virtual assistance.
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Smart Devices. Develop an ecosystem of apps and cloud services that utilize high-performance devices.
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Robotic Process Automation. Replace humans in work processes that are entirely rule-based.
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Virtualization. Free services from relying on specific hardware and software to ensure flexibility and robustness.
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Augmented Reality. Provide the necessary information when needed in areas such as manuals, pricing, and alerts.
Evolving to Service 4.0 is not easy.
A transformation must address each of the major elements of a service provider’s operating model: the organization, the people, and IT.
To succeed, companies will need to do more than retrain their current employees. Successful transformations require attracting and hiring new talent with capabilities in digital technologies such as big data and the cloud. Legacy IT systems present a major bottleneck to achieving Service 4.0 transformations. Therefore companies should start with pilots in order to rapidly create new features, best done in an agile development in short sprints.
Companies must determine the right sequence for the transformation efforts. Issues to consider include which business units and countries to begin with, whether to focus on customer-facing or enabling processes, and which transformation initiatives to implement at the start.
The first companies to successfully transform to Service 4.0 will gain a sustainable competitive advantage. They will attract the best talent to design and implement new offerings and establish themselves as the leaders in providing services enabled by advanced technologies. As a result, these companies will benefit from strong ties with skilled employees and customers that will make it difficult for the laggards to catch up.
