PDCA (Plan-Do-Check-Act) Course
This course teaches the PDCA cycle for continuous improvement in customer support, covering problem identification, process mapping, solution creation, KPI establishment, pilot testing, analysis, standardization, and ongoing governance.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This PDCA course provides a practical, step-by-step system to enhance customer support operations quickly. You will learn to identify clear problems, map out processes, create targeted solutions, and establish effective KPIs and SLAs. Additionally, you will conduct data-driven pilots, analyse results, standardise successful changes, and develop a continuous improvement plan backed by proper documentation, coaching, and governance.
Elevify advantages
Develop skills
- PDCA mastery: conduct rapid, data-driven improvement cycles in support operations.
- Root cause analysis: identify service issues using 5 Whys, fishbone diagrams, and data.
- KPI design: develop clear support metrics, dashboards, and benchmarked targets.
- Pilot execution: design, launch, and measure small tests before full implementation.
- Standardisation skills: convert successes into SOPs, playbooks, and scalable workflows.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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