Managing Quality in the Workplace Course

This programme examines the concepts and principles of Total Quality Management and how these relate to the organisation. It focuses on the pillars of quality management including customer focus, teamwork and continuous improvement of business processes. Participants will be provided with a clear view of how their job roles contribute to organizational performance.

Course Contents

• Introduction to Quality Management
• Customers Perception of Quality
• Costs of Quality
• Process Management
• Internal and External Customer Alignment
• Service Quality Indicators
• Quality Action Team

Learning Outcomes

At the end of this course, participants should be able to:

• Explain the philosophy and principles of total quality management
• Understand the context and content of organizational transformation related to quality improvement
• Investigate customer perceptions of quality and its application in enhancing internal customer satisfaction levels
• Understand the various costs associated with quality and apply this knowledge in managing organizational costs
• Identify and deal with process related problems
• Relate with process performance measures and measurements and how these can be integrated into the performance appraisal process
• Understand the various roles of members of quality action Teams

Certification

Delegates will receive a certificate of attendance.