Course description

This course provides a practical, standards‑aligned introduction to ISO 10002:2018, the international guideline for complaints handling and customer satisfaction. Participants will learn how to design, implement, and maintain an effective complaints management system that is open, fair, and easy for customers to use. The course covers the key principles, process framework, and documentation requirements of ISO 10002, with emphasis on resolving complaints systematically, analyzing root causes, and using feedback to improve products, services, and customer experience. It is designed for professionals involved in quality, customer service, and operational improvement across all sectors.

What you’ll learn

By the end of the course, you will be able to:

• Understand the scope, structure, and principles of ISO 10002:2018.

• Design and implement a customer-focused complaints-handling process.

• Define roles and responsibilities in handling and resolving complaints.

• Establish fair, transparent, and accessible procedures for customers.

• Collect and analyze feedback and complaints data for continual improvement.

• Align complaints handling with ISO 9001 quality management systems.

• Communicate decisions and outcomes effectively to stakeholders.

• Monitor performance indicators related to customer satisfaction.

• Ensure legal and regulatory compliance in complaint resolution.

• Prepare documentation and records to support certification or internal audits.

Who should attend

• Customer Service and Support Managers

• Quality Assurance and ISO 9001 Practitioners

• Compliance and Risk Managers

• CRM and Operations Managers

• Call Center Supervisors and Service Coordinators

• Consultants supporting customer satisfaction programs

Recommended

• Familiarity with basic customer service or quality systems is helpful

• No prior ISO 10002 experience required

• Useful for both public-facing and B2B organizations across industries

Course overview

This applied course equips participants with the knowledge and practical skills to develop, implement, and maintain an effective Asset Management System (AMS) aligned with ISO 55001:2014. You’ll learn how to establish an asset management policy, strategy, and objectives that balance performance, cost, and risk throughout the asset lifecycle. The course emphasizes aligning asset management with organizational objectives, integrating risk-based decision-making, and optimizing asset value across sectors such as manufacturing, utilities, transportation, and infrastructure. You will also explore the relationships between ISO 55000 (overview, principles) and ISO 55002 (guidance on application).

What you’ll learn

By the end of this course, you will be able to:

• Explain the purpose, structure, and key clauses of ISO 55001:2014 and its integration with other management systems.

• Identify organizational context, stakeholder needs, and asset management objectives.

• Develop and implement an asset management policy, strategy, and plan.

• Apply risk-based decision-making to asset lifecycle activities—acquisition, operation, maintenance, and disposal.

• Monitor asset performance using key indicators, condition assessments, and lifecycle cost analysis.

• Conduct internal audits and management reviews to evaluate AMS effectiveness and continual improvement.

• Prepare your organization for ISO 55001 certification and ongoing asset optimization.

Who should attend

• Maintenance and reliability engineers

• Asset and facility managers

• Infrastructure and utilities planners

• Operations and maintenance supervisors

• Risk and finance professionals involved in asset optimization

• Internal auditors of management systems

• Consultants supporting ISO 55001 implementation or certification

Recommended

• Basic knowledge of operational or maintenance activities is helpful

• Useful for organizations managing valuable physical assets

• No prior ISO 55001 experience required

Course Description

This course provides a practical and comprehensive understanding of the ISO/IEC 27001:2022 standard for establishing, implementing, maintaining, and improving an Information Security Management System (ISMS). Participants will learn how to interpret the standard’s requirements, manage risks to information assets, and implement controls aligned with Annex A. The course helps organizations achieve compliance and certification readiness by mapping all content to clauses 4–10 of the standard, and applying a structured, risk-based approach to protecting information.

What You’ll Learn

By the end of the course, you will be able to:

• Explain the structure and key principles of ISO/IEC 27001:2022 (clauses 4–10).
• Define the ISMS scope based on internal/external context and stakeholder needs.
• Identify and assess information security risks using a structured methodology.
• Interpret the Statement of Applicability (SoA) and select applicable Annex A controls.
• Develop ISMS policies, procedures, and roles for operational control.
• Design a risk treatment plan and implement security measures.
• Integrate incident response, business continuity, and access control practices.
• Establish performance evaluation, internal audits, and management review routines.
• Build the documentation and records needed for certification.
• Prepare an implementation roadmap to transition to or achieve ISO/IEC 27001 certification.

Who Should Attend

• IT and Information Security Managers
• Risk Managers and Compliance Officers
• ISMS Coordinators and System Administrators
• Internal Auditors and Process Owners
• Data Privacy Officers (DPOs)
• Consultants supporting ISO/IEC 27001 implementation

Recommended

• Familiarity with your organization’s IT environment and data protection risks is helpful
• No prior ISO or cybersecurity experience is required
• Basic understanding of information security concepts is beneficial

Course description

A practical, workshop-style course that equips you to plan, conduct, report, and follow up internal audits of an ISO 14001 EMS. You’ll apply process- and risk-based auditing, use effective sampling and interviewing techniques, write clear nonconformity statements with supporting evidence, evaluate root causes and corrective actions, and manage opening and closing meetings and audit reports. We also cover auditing environmental aspects/impacts, compliance obligations, emergency preparedness, contractors/outsourced processes, life-cycle thinking, and remote/hybrid auditing.

What you’ll learn

• Translate ISO 14001 requirements into practical audit criteria across the EMS
• Build an audit program and plan: scope, objectives, team, timetable, and checklists
• Use interviews, document review, and sampling to gather objective evidence
• Write clear findings (conformity, nonconformity, opportunities) tied to requirements and evidence
• Facilitate opening/closing meetings and deliver concise, decision-ready audit reports
• Apply root cause tools (e.g., 5 Whys, cause-and-effect) and verify corrective actions for effectiveness
• Audit higher-risk areas: significant aspects, compliance evaluation, change management, and emergencies
• Integrate remote auditing techniques and maintain auditor impartiality and competence

Who should attend

• EMS coordinators, environmental/HSE practitioners, and sustainability leads
• Operations, maintenance, and facilities supervisors participating in audits
• Quality/IMS managers integrating 14001 with other ISO systems
• New and practicing internal auditors seeking a structured refresh
• Consultants supporting EMS gap assessments or pre-certification readiness

Recommended

• Foundational knowledge of ISO 14001 or completion of an EMS fundamentals course
• Basic understanding of environmental aspects/impacts and compliance obligations
• Comfort with spreadsheets and evidence review (records, logs, monitoring data)
• Awareness of the country/province regulatory context and reporting programs

Course Overview

This hands-on course provides the knowledge and tools to implement a Quality Management System (QMS) in alignment with ISO 9001:2015. You’ll explore the standard’s structure and principles, learn to interpret and apply its requirements, and build practical systems to manage quality performance, risks, and customer satisfaction. The course maps all activities to clauses 4 through 10 of ISO 9001, enabling participants to translate requirements into an operational QMS tailored to organizational needs.

What You’ll Learn

By the end of the course, you will be able to:

• Explain ISO 9001:2015 structure, key principles, and clause requirements (4–10).

• Analyze the organization’s context and interested parties to define QMS scope.

• Identify quality risks and opportunities and integrate them into the QMS.

• Set quality objectives and KPIs aligned with strategic direction.

• Establish operational processes, controls, and documented procedures.

• Define roles, responsibilities, and support mechanisms (competence, awareness, communication).

• Build internal audit, management review, and corrective action routines.

• Understand the PDCA (Plan-Do-Check-Act) cycle within the QMS framework.

• Prepare a step-by-step roadmap for ISO 9001:2015 implementation.

• Collect evidence to demonstrate conformity and certification readiness.

Who Should Attend

• Quality Managers and QMS Coordinators

• Operations Managers and Department Heads

• Internal Auditors and Compliance Officers

• Process Owners and Document Controllers

• Consultants supporting ISO 9001 implementations

• Any staff involved in QMS development, implementation, or transition

Recommended

• Familiarity with your organization’s processes and structure

• No prior ISO experience required

• Understanding of basic process and performance metrics is helpful

Course description

This practical course equips you with the skills and methodology to conduct effective internal audits of a Food Safety Management System (FSMS) based on ISO 22000:2018. You’ll learn how to plan, perform, report, and follow up on audits to ensure conformity with ISO 22000, as well as effectiveness of the FSMS processes. The training aligns audit activities with ISO 19011 guidelines and provides real-world techniques for preparing audit checklists, interviewing, evidence collection, and reporting nonconformities. It emphasizes risk-based thinking, critical control points (CCPs), and process auditing for continual improvement.

What you’ll learn

By the end of the course, you will be able to:

• Explain ISO 22000:2018 structure, process approach, and clause requirements.
• Understand the role of internal audit within the FSMS lifecycle.
• Develop audit plans and programs based on risk and process prioritization.
• Prepare checklists and gather audit evidence through interviews, observation, and records.
• Conduct audits of food safety processes, including CCPs, PRPs, and OPRPs.
• Document nonconformities, observations, and opportunities for improvement.
• Report findings clearly and constructively to stakeholders.
• Follow up with corrective actions and verify implementation.
• Apply ISO 19011 principles of auditing in a food safety context.
• Improve internal audit effectiveness to drive FSMS performance.

Who should attend

• Food Safety Officers and FSMS Coordinators
• Internal Auditors and Quality Assurance (QA) Professionals
• HACCP Team Members
• Operations and Production Supervisors
• Consultants supporting ISO 22000 implementations
• Anyone involved in FSMS auditing or preparing for certification

Recommended

• Familiarity with ISO 22000:2018 structure and key FSMS processes
• HACCP knowledge is useful but not mandatory
• No prior auditing experience is required