Quality Management Essentials
Radisson Blu Bali Uluwatu, Bali Uluwatu, Jalan Pemutih, Pecatu, Bali, Indonesia
Description
Course Details :
Day One
Introducing Quality Management
- Introduction to the management of Quality
- The history of Quality management
- Basic Quality concepts
- How to calculate the total cost of Quality and non-Quality
- Understanding customer needs and expectations
- Identifying the systems that deliver customer requirements
- Quality tools and techniques
- Continuous Improvement
Day Two
Service Quality – Tools And Techniques
- A simple formula for Effective Quality Management
- Monitoring, measurement and analysis
- Statistical process control
- A look at Quality Management Systems
- Total Quality Management
- ISO 9000
- Balanced Scorecard
- Six Sigma
Day Three
Finding and dealing with quality gaps
- Porter’s value chain
- How to plan an audit
- How to audit a process
- How to report an audit
- Problem solving methods
- Pareto Analysis
- Root cause analysis
- Root cause exercise
- Risk management
Day Four
Managing Customer Expectations
- Establishing customer expectations
- Communicating customer requirements to all
- Determining how to exceed expectations
- Developing a culture of constructive self-criticism
- Building a winning team
- Quality circles
- Asking for feedback on performance
- Ongoing evaluation of effectiveness to ensure satisfaction
Day Five
Delegation, Leadership and Total Quality
- Are you an effective quality leader: Self-Assessment
- Different styles of quality leadership
- Common quality management mistakes
- Effective delegation
- The delegation process
- Planning for certification
- Action Planning
- Summary and close
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