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An intensive professional development training course on

Quality Management Essentials

The Course

No business should be without top-flight quality management. Quality Management ensures that your customers always receive the product or service that meets or exceeds their expectations.  It decreases time to market and so helps in promoting international trade and enhancing marketing.  Implementation of Quality Management in a product or service life cycle will actually deal with the root cause of problems, by decreasing rework, manpower usage, and increasing productivity, process improvement, providing better Customer Satisfaction and thus retaining the customer’s in the existing competitive market. This course will set any business on the path to achieving the quality demanded by customers.


The Goals

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

  • Identify a wide range of quality management approaches and tools to participants
  • Determine which processes need to be managed to achieve consistent quality
  • Analyse ways in which quality processes are managed
  • Analyse root causes and solve quality problems
  • Assess their own quality management skills and plan to remedy any gaps
  • Cope effectively with any quality challenge, choosing appropriate tools and techniques


The Delegates

  • Anyone wishing to introduce quality management into their own team.
  • Any manager seeking quality registration and certification
  • All business professionals with specific responsibilities for Service Quality and Customer Satisfaction
  • Personnel new to the role, as well as more experienced officers seeking to examine and enhance their quality skills


The Process

This course is highly practical and participative. All theory is backed with interactive exercises, which enable participants to gain confidence in using the methods presented and with case study examples and videos. They also get opportunities to observe and give feedback to other participants about their quality and problem solving skills, thus reinforcing their own learning experience, plus plenty of coaching feedback from the trainer.


The Benefits

In attending this course participants will benefit through:

  • Demonstrating greater confidence in dealing with quality systems and challenges
  • Understanding how to increase workplace satisfaction through better management of key processes
  • Ability to analyse ways to achieve consistent results in the workplace
  • Understanding of the options that are available to achieve quality.


The Results

The organisation will benefit through:

  • Increased attention to quality
  • Increased productivity through more effective processes
  • Improved accountability to customers
  • Greater control of costs


The Course Content

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
  • Quality circles
  • Asking for feedback on performance
  • Ongoing evaluation of effectiveness to ensure satisfaction
  • Developing a culture of constructive self-criticism
  • Building a winning team


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


The Certificate

  • AZTech Certificate of Completion for delegates who attend and complete the course.


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