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Event management is the process of creating and maintaining an event. This process spans from the very beginning of planning all the way to post-event strategizing. At the start, an event manager makes planning decisions, such as the time, location, and theme of their event. During an event, event managers oversee the event live and make sure things run smoothly. After an event, event managers are tasked with reviewing event data, submitting KPI and ROI findings, and staying on the ball for any post-event offerings. All different branches of planning go into event management, including various types of sourcing, designing, regulation checks, and on-site management. In event management, you could be in the process of creating a conference, a product launch, an internal sales kick-off, or even a wedding. Really, any event that requires considerable planning and execution is event management.

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations Abstract This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses. This document addresses the following aspects of complaints handling: a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service; b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; c) recognizing and addressing the needs and expectations of complainants; d) providing complainants with an open, effective and easy-to-use complaints process; e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process. This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

Checking that the system works is a vital part of ISO 9001. It is recommended that an organization performs internal audits to check how its quality management system is working. An organization may decide to invite an independent certification body to verify that it is in conformity to the standard, but there is no requirement for this. Alternatively, it might invite its clients to audit the quality system for themselves.