ACIL EDUCATION SERIES: Assessing Customer Satisfaction Webinar
Tuesday, March 21, 2017, 1:00 – 2:00pm ET
This webinar shows a laboratory ways to consider to measure customer satisfaction. It is important to know what your customers think about your quality, expertise, service and value. These measures are a unique complement to other means your laboratory may have to assess its performance.
A program to measure this satisfaction and provide information on how you compare with other laboratories is available. The American Council of Independent Laboratories (ACIL) has instituted the ACIL Customer Quality Service Award to provide a mechanism for evaluating laboratories and provide a means to benchmark their operations against other laboratories. ACIL believes this program is an outstanding tool for our industry in that it offers an effective, third party program to benchmark and market the quality of your laboratory services. The client survey may be used as client feedback that meets the requirements of ISO/IEC17025 Section 4.7.2.
Members Free; Non-Members - $49
About the Speaker: Marlene Moore, Advanced Systems, Inc.
Marlene Moore has managed and performed work for full service sampling and testing laboratories. She majored in chemistry at Moravian College in Bethlehem, PA and has attended and provided a variety of management, business and technical training courses.
Current work includes performing assessments, evaluations and providing training. Training includes quality management training for organizational and project management, relative to sampling, testing and data collection activities of chemical and biological applications. Laboratory and sampling organizations from the private sector and government operations have benefited from the experiences and training presented during training discussions.