This course covers all the essential elements of corrective and preventive action, from identifying problems from customer complaints and internal audits and determining their significance through root cause analysis, to measuring the effectiveness of the action.

You will be presented with the concept that, just as in the real world we have certain rights, responsibilities, and standards of behavior as citizens, this is true in the digital world as well. This will be supported by looking at the similarities between the two worlds. Your understanding of what digital citizenship entails will be increased by examining its three principles, each of which is comprised of three elements. You will be counselled on how to practice good citizenship using each of the elements. The course finishes up with giving you exercises designed to reinforce the principles.

In this course you will learn how to: get started with the People workspace, work with contacts, and use contact lists.