Cambridge
Academy
In London

Course Objectives

By the end of this course, participants will be able to:

·        Determine a large group of quality management methods and tools for the participants.

·        Determine the operations that need management in order to achieve the ongoing quality.

·        Analysis of the methods in which quality operations are managed

·        Analysis of radical causes and the solution of quality problems

·        Evaluation of special quality management skills and a plan to treat any gaps

·        Respond effectively to any quality challenge, choosing the right tools and techniques

Course Outlines

Day 1 : Introduction

·        An Introduction to Quality Management

·        History of Quality Management

·        The fundamental quality concepts

·        How to Determine Total and Qualitative Total Cost

·        Understanding customer needs and expectations

·        Learn about systems that provide customer requirements.

·        Quality tools and techniques

·        Continuous improvement

Day 2 : Service quality-tools and technologies :

·        A simple formula for active quality management

·        Monitoring, measurement, and analysis

·        Control of statistical operations

·        A look at quality management systems

·        Total Quality Control

·        ISO 9000

·        Scorecard balanced

·        Six Sigma

Day 3 : Explore and deal with quality gaps :

·        Value Series by Porter

·        How to plan to examine accounts

·        How to check the operating accounts

·        How to write a report on accounts

·        Methods of solving a problem

·        Porter Analysis

·        Analysis of causes

·        Exercises on root causes

·        Risk Management

Day 4 :Management of customer expectations:

·        Create customer expectations

·        Requirements to communicate with all customers

·        Determine how to overcome expectations.

·        Developing a culture of constructive self-criticism

·        Building the winning team

·        Quality circles

·        Request feedback on performance

·        Continuous evaluation of the effectiveness of ensuring satisfaction

Day 5 : Negotiation, leadership, and total quality :

·        Are you an effective quality leader? Self-evaluation

·        Various types of driving patterns

·        Common mistakes in quality management

·        Effective negotiation

·        The negotiation process

·        Planning for the certificate

·        work plan

·        Summarization and conclusion.