Seminar on customer satisfaction measurement and management

WORKSHOP: THE Merchant Bank of Sri Lanka Limited (MBSL) and the National Institute of Business Management (NIBM) have jointly organised a full day seminar on the "Customer Satisfaction Measurement and Management".

Conducted by D.M.A. Kulasooriya, consultant in productivity and Quality, and an expert in Sri Lanka on Six Sigma. This seminar will be held on Tuesday March 28, 2006 at the Trans Asia Hotel.

The seminar will cover diverse aspects such as New definition for Quality of Service, A model for Service Quality, Dr. Kano's Analysis, Identify Critical to Quality (CTQ) of customer requirement, Quality Function Deployment (QFD), How to measure Customer Satisfaction Index, How to analyse and communicate results internally for maximum impact and How to manage Profitable customers.

Kulasooriya, who is an ISL Certified Six Sigma Black Belt will conduct the one day programme. He received his professional training on quality and productivity in Japan, Malaysia, South Korea and India for more than 14 years in the field of consultancy and training, of which eight years were in quality and productivity.

He has to his credit the designing and conducting of Six Sigma training programmes on Green Belt and Black Belt for the first time in Sri Lanka and coached more than 65 Six Sigma projects in different industries.