Course Details
Course Outline
5 days course
Introduction to Quality Management
- Basics of quality management
- Principles of quality management
- Measuring overall cost of “Quality” and “Non-Quality”
- Understanding customer demands
- Methods and tools for maintaining quality
Methods of Quality Service
- Easy proposed method for a successful quality management
- Measuring and analysing methods
- Statistics procedure control
- Concept of “Six sigma rule and balanced scorecard”
- Systems of quality management
- Understanding the ISO9000
Finding the Gaps in Quality
- Concept of “Porter’s value chain” and it’s importance
- Auditing and preparation of audit reports
- Understanding the concept of “Root cause exercise” and “Root cause analysis”
- Concept of “Pareto” analysis and its importance
- Risk management and methods for problem solving
Handling Customer Expectations
- Understanding the client demands
- Tips on how to exceed customer expectations
- Creating a successful team
- Importance of getting/requesting feedbacks
- Customer satisfaction
- Self-criticising methodology
Effective Quality Leader
- Qualities of an effective quality leader
- Self-evaluation and its importance
- Common mistakes in quality management and how to overcome
- Understanding the delegation method
- How to plan for certification, the steps
- Review of the course and “Question and Answer session”
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