COPC® Best Practices for Quality Management will teach you the techniques used by industry leaders to ensure the quality function drives improvement in the customer experience and provides value to the wider business. This course is designed to provide you with practical skills and knowledge that can be used to benchmark your own business against world-class standards, while helping you design a quality framework from the ground up.


It is strongly recommended that you bring along a laptop preloaded with MS Excel, and your own performance data.

What You Will Learn:

  • How to design quality forms to maximize value
  • How to use statistics to determine sample size
  • The different sampling approaches used by industry leaders
  • The five steps to ensure effective QA calibrations
  • The type and frequency of quality analysis
  • How to drive improvements at the program and individual level
  • How to quantify the value of the quality function

Course Content:

  • Quality Management in a Customer Experience (CX) Landscape
  • Form Design
  • Sampling (Size and Strategy)
  • Calibration
  • Analysis
  • Driving Improvement