Course Information
Schedules
- 26 Jun 2025 (Thu) - 27 Jun 2025 (Fri) 9:00 AM - 5:30 PM
Registration period
23 Sep 2024 (Mon) - 25 Jun 2025 (Wed)
Price
HKD 3,800
Course Level
Study Mode
Duration
2 Day(s)
Language
Cantonese
Location
19/F K Wah Centre 191 Java Road North Point Hong Kong
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Course Overview
ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling
Internal Auditor Training
Prerequisite
- Delegates must have good understanding of ISO 10002 standard before attending this auditing course
Who should attend
- Personnel handling complaints in companies, call centres, government agencies and industry associations
Course objectives
- To appreciate the importance of internal audit in a quality management system
- To plan and implement effective internal audits against ISO 10002:2018
- To provide value-added auditing
Delivery Method
- Presentation, workshop, discussion & exercise
Certificate of attendance
- Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours
Click here to explore e-learning training schedule
Should you have any questions, please contact Ms. Joanne Chan at 6050 8153 during office hour (9 a.m. to 6 p.m.) on Monday to Friday.
What You’ll Learn
Course contents
- What is an Audit?
Ø Audit objectives
Ø Managing an audit
- Planning an Audit
Ø Identify audit objective
Ø Extent of an audit
Ø Principles of audit
Ø Auditor competence
- Implementing an Audit
Ø Audit activities
Ø Preparing for audit
- Defining process map
- Determining audit trail
- Scheduling an audit
- Preparing audit checklist
Ø Conducting an audit
- Opening meeting
- Conducting an audit
Ø Reporting audit result
- Presenting audit findings
- Preparing audit report
- Closing meeting
Ø Follow-up after audit
- Checking and Improving Audit Process
Ø Monitor and measuring an audit
Ø Improving the audit process
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