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 Outline

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.