- ACS Academy
- Flexible Learning, Lasting Success
-
- info@acs-academy.ca
- (604) 924-5506 ext.377
- 318-901 Third Street West, North Vancouver, BC, V7P 3P9
As the holiday season approaches, please note our adjusted front desk office hours:
This course provides detailed guidance on implementing ISO 30401:2018, the international standard for establishing, maintaining, and improving a Knowledge Management System (KMS). ISO 30401 supports organizations in fostering a knowledge-driven culture, improving decision-making, and achieving strategic goals by effectively managing both tacit and explicit knowledge. Participants will learn how to build systems and environments that enable knowledge creation, sharing, protection, and application in alignment with organizational objectives.
By the end of the course, you will be able to:
Understand the scope, structure, and terminology of ISO 30401:2018.
Align knowledge management strategies with organizational purpose and culture.
Design and implement processes for knowledge identification, acquisition, and sharing.
Establish governance structures, roles, and responsibilities for KM systems.
Promote a collaborative and innovative knowledge-sharing culture.
Integrate KM with digital platforms, content management, and learning systems.
Develop mechanisms to retain critical knowledge and prevent loss.
Evaluate the effectiveness of knowledge processes using performance indicators.
Ensure continual improvement and alignment with ISO management system principles.
Prepare for ISO 30401 certification and internal audits.
Knowledge Managers and Chief Knowledge Officers (CKOs)
Learning and Development (L&D) Professionals
Innovation, R&D, and Strategy Leaders
HR Managers and Organizational Development Specialists
Digital Transformation and IT Teams
Consultants supporting KM system design and implementation
No prior ISO 30401 experience required
Familiarity with knowledge-sharing tools or organizational learning is helpful
Suitable for both knowledge-intensive industries and public sector bodies
ISO 30401 requirement interpretation
Knowledge strategy development
KM system governance and leadership alignment
Tacit and explicit knowledge processes
Knowledge retention and risk mitigation
Technology enablement for KM (intranets, portals, collaboration platforms)
Cultural enablers of knowledge sharing
Performance measurement in KM initiatives
Integration with ISO 9001, ISO 27001, and digital ecosystems
This course provides comprehensive guidance on implementing ISO 30201:2019, the international standard that outlines the core principles and framework for a Records Management System (RMS). ISO 30201 is part of the ISO 30300 family and supports organizations in ensuring the integrity, reliability, usability, and preservation of records over time. This training equips professionals with the tools to establish a records management framework aligned with organizational objectives, regulatory requirements, and digital transformation initiatives.
By the end of the course, you will be able to:
Understand the purpose, scope, and terminology of ISO 30201:2019.
Identify the structure and components of a records management system (RMS).
Align RMS policies and procedures with ISO 30301 and ISO 15489 standards.
Define roles and responsibilities for records governance and lifecycle management.
Establish processes for creating, capturing, classifying, and securing records.
Apply risk-based approaches to retention, access, and disposal of records.
Manage digital records, metadata, and system interoperability.
Ensure compliance with legal, regulatory, and ethical obligations.
Support audits, investigations, and business continuity through reliable records.
Monitor and improve the RMS based on performance indicators and feedback.
Records and Information Managers
Document Controllers and Archivists
Compliance and Governance Officers
Risk and Legal Affairs Professionals
IT Professionals managing document systems
Consultants implementing RMS or ISO 30301 systems
Prior experience with document control or compliance is helpful
No prior ISO 30201 experience required
Suitable for public, private, and nonprofit sectors managing sensitive or critical records
ISO 30201 clause interpretation
Records lifecycle governance
Risk-based records retention planning
Digital records and metadata management
Records access, privacy, and security controls
Compliance with ISO 30301, ISO 15489, and local laws
RMS audit readiness and documentation
Integration with quality or information management systems
Continuous improvement of records processes
This course provides a comprehensive guide to implementing ISO 29994:2021, the international standard specifying quality requirements for learning services provided outside formal education, such as corporate training, professional development, and non-degree programs. The course focuses on ensuring consistent service delivery, learner satisfaction, and continual improvement across various learning contexts. ISO 29994 can be used by training providers, academies, and organizations offering educational services to support competence development and align with global best practices.
By the end of the course, you will be able to:
Understand the scope, structure, and application of ISO 29994:2021.
Identify key differences between ISO 29994 and ISO 21001 (Educational Management Systems).
Define quality assurance requirements for non-formal learning service providers.
Establish policies, processes, and objectives for learning services.
Ensure transparency in learner needs assessment, course content, and delivery methods.
Define responsibilities of learning service providers, facilitators, and support staff.
Monitor learner progress, feedback, satisfaction, and outcomes.
Develop documentation to support quality assurance and audit readiness.
Integrate ISO 29994 into existing quality or education systems.
Support alignment with government, corporate, or accreditation expectations.
Training Providers and L&D Managers
Adult Education Centers and eLearning Providers
Corporate Academies and HR Development Leads
Quality Assurance Professionals in education/training
ISO 21001 or ISO 9001 Implementers in training organizations
Consultants supporting educational service delivery improvement
No prior ISO 29994 experience required
Familiarity with ISO 9001 or ISO 21001 is helpful
Suitable for private training companies, government training centers, and NGOs
ISO 29994 clause interpretation and application
Learning service design and delivery control
Trainer qualification and learner support
Learning environment and material quality
Feedback and improvement systems
Training evaluation and outcome measurement
Service transparency and learner satisfaction management
Integration with ISO 21001 or quality management frameworks
Non-formal education audit readiness
This course provides comprehensive guidance on ISO/IEC 27018:2019, the international code of practice for the protection of personally identifiable information (PII) in public cloud environments. As an extension to ISO/IEC 27001 and ISO/IEC 27002, ISO 27018 specifically addresses privacy risks for cloud service providers (CSPs) that process PII on behalf of customers. Participants will learn how to implement cloud-specific privacy controls, fulfill legal and contractual obligations, and ensure trust and transparency in cloud-based personal data processing.
By the end of the course, you will be able to:
Understand the structure, purpose, and applicability of ISO/IEC 27018:2019.
Identify and implement PII protection controls in public cloud environments.
Distinguish between ISO 27001, 27002, 27017, and 27018 and their privacy roles.
Define responsibilities between cloud service providers (processors) and customers (controllers).
Implement privacy-by-design and privacy-by-default principles in cloud services.
Ensure lawful processing of personal data in accordance with ISO and applicable regulations (e.g., GDPR).
Manage consent, purpose limitation, access control, and data retention for PII.
Address data breach notification and accountability requirements in cloud environments.
Provide transparency and control to data subjects and customers.
Prepare for privacy and cloud security audits or third-party certifications.
Cloud Compliance and Data Privacy Officers
Information Security Managers and CISOs
Cloud Service Providers (IaaS, PaaS, SaaS)
Legal and Risk Management Professionals
DPOs and GDPR/Privacy Consultants
IT and Cloud Governance Professionals
Familiarity with ISO/IEC 27001 and cloud computing environments is helpful
No prior ISO 27018 experience required
Highly recommended for organizations acting as data processors in public cloud platforms
ISO/IEC 27018 clause interpretation and control application
PII data lifecycle management in cloud settings
Processor-controller obligation mapping
Consent and privacy policy implementation
Data subject rights and transparency measures
Data breach readiness and response
Integration with ISO 27001, ISO 27017, and GDPR
Privacy risk assessment and mitigation
Audit preparation for cloud privacy compliance
This course provides an in-depth understanding of ISO 22316, the international standard offering guidance on organizational resilience. It helps organizations strengthen their ability to anticipate, prepare for, respond to, and adapt to incremental change and sudden disruptions. Unlike prescriptive systems, ISO 22316 provides a framework based on key principles such as leadership, culture, shared vision, and risk awareness. This training empowers participants to embed resilience into strategy, operations, and organizational culture across all sectors.
By the end of the course, you will be able to:
Understand the purpose, scope, and principles of ISO 22316:2017.
Define organizational resilience and its relationship with risk, business continuity, and sustainability.
Identify the elements that contribute to resilience: leadership, communication, culture, and resources.
Assess current organizational capabilities and gaps in resilience.
Develop strategies that improve adaptability, flexibility, and responsiveness.
Align resilience activities with governance, performance, and stakeholder expectations.
Foster collaboration, innovation, and a shared vision across the organization.
Create a roadmap to embed resilience thinking in organizational systems.
Integrate ISO 22316 with related standards (ISO 22301, ISO 31000, ISO 9001, etc.).
Monitor and evaluate improvements in resilience through relevant indicators.
Risk and Resilience Managers
Business Continuity and Crisis Management Professionals
Executive and Strategic Leaders
Governance, Risk, and Compliance (GRC) Officers
Organizational Development and HR Leaders
Consultants supporting organizational transformation and continuity
Familiarity with organizational strategy, risk, or business continuity is helpful
No prior experience with ISO 22316 required
Useful for both public and private sector organizations across industries
ISO 22316 principles and application
Organizational resilience gap assessment
Resilience strategy development
Stakeholder engagement and leadership alignment
Integration with ISO 22301 (BCMS) and ISO 31000 (Risk Management)
Adaptive capacity planning
Culture and behavioral enablers of resilience
Measurement and continual improvement of resilience
This course provides practical, step-by-step guidance on implementing ISO 10004:2018, the international standard for monitoring and measuring customer satisfaction. Participants learn to design structured methods for collecting, analyzing, and interpreting customer feedback through surveys, interviews, digital tools, and operational data. The training explains how to define customer satisfaction metrics, identify satisfaction drivers, monitor performance trends, and integrate insights into organizational decision-making. The course also covers alignment with ISO 9001 and ISO 10002 to build a comprehensive customer-focused management system. By the end, trainees will be able to build, improve, and maintain an effective customer satisfaction measurement framework.
By the end of the course, you will be able to:
Understand the purpose, scope, and key concepts of ISO 10004:2018.
Identify customer satisfaction drivers and define relevant metrics.
Design a customer satisfaction monitoring framework.
Select appropriate data sources and feedback collection methods (e.g., surveys, interviews, digital tools).
Analyze customer satisfaction data using both qualitative and quantitative methods.
Align satisfaction monitoring with quality and business objectives.
Use indicators and trends to improve services, products, and processes.
Integrate ISO 10004 practices into ISO 9001 or ISO 10002 systems.
Communicate insights effectively across teams and departments.
Develop a continuous improvement loop based on customer satisfaction data.
Customer Experience and Customer Service Managers
Quality Managers and ISO 9001 Practitioners
Marketing, CRM, and Business Intelligence Analysts
Compliance and Operations Managers
Product and Service Development Teams
Consultants in quality, customer engagement, and process improvement
Basic understanding of customer service or quality systems is helpful
No prior knowledge of ISO 10004 required
Valuable for any organization seeking to enhance customer satisfaction
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.
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.
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
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
This course equips participants with the knowledge and tools to design, implement, and maintain a Road Traffic Safety (RTS) Management System in accordance with ISO 39001:2012. You’ll learn how to identify road safety risks, set measurable RTS objectives, and apply a data-driven approach to reduce deaths and serious injuries caused by road traffic incidents. The course emphasizes system integration, risk-based thinking, and continual improvement, linking ISO 39001 to related frameworks such as ISO 9001 (quality), ISO 45001 (occupational health and safety), and ISO 14001 (environmental management).
By the end of this course, you will be able to:
Understand the structure, intent, and key clauses of ISO 39001:2012.
Identify RTS risks, road user behaviours, and external factors influencing traffic safety performance.
Develop and implement a Road Traffic Safety policy aligned with organizational strategy.
Set, monitor, and evaluate RTS objectives and key performance indicators (KPIs).
Manage operational controls for vehicles, drivers, routes, and journeys to prevent accidents.
Conduct RTS performance evaluations, internal audits, and management reviews.
Promote a culture of road safety and continual improvement across the organization.
Health and safety managers
Fleet and transport supervisors
Logistics and supply chain managers
Traffic safety officers and coordinators
Risk management and compliance professionals
ISO consultants and internal auditors
Government and public sector representatives involved in road transport safety
Basic knowledge of safety or risk management
Experience in transport or fleet operations helpful
No prior ISO 39001 experience required
ACS Academy is a federally registered Canadian provider of training and consulting services, offering accredited certificate programs, industry-focused training, and support for management systems and international standards. Backed by experienced professionals with hands-on expertise, ACS Academy delivers practical, high-quality solutions that help organizations achieve compliance, operational excellence, and sustainable growth across industries.