Customer Service and QualityLaajuus (3 ECTS)

Objective

The student knows quality systems and quality control processes. The student knows how to define customer and customership and knows how to manage customer relations.

Content

1. Quality systems of automotive companies, quality measuring processes
2. Customer segmentation, customer relationship management
3. Understanding the importance of internal customers. Managing internal customers.
4. Quality experienced by external customers.

Qualifications

None

Assessment criteria, satisfactory (1)

1. The student is able to define a quality system and its main objective
2. The student is able to define customer and customership.

Assessment criteria, good (3)

1. The student knows the most common quality systems used in automotive industries and the practical processes relating to these.
2. The student is able to describe quality from a customer’s perspective and understands the meaning of internal customer.

Assessment criteria, excellent (5)

1. The student is able to design a basic quality system, knows what it requires to maintain it and can explain the costs and profits included.
2. The student knows how to turn potential buyers into customers and consequently into regular customers who recommend the company to others.