Advanced Quality Management Excellence

Description

By attending this course, you will know how to ensure that quality is embedded in your products a and services from the initial design stages of your product and service development.

The success or failure of your quality management programme will largely depend on the people in your organization. This course will give you the necessary HR skills and knowledge to ensure your Quality Management programme is successful.

By attending this course, you will also understand the importance of the supply chain to the success of your Quality Management programme. It helps you improve engagement with your supply chain.

You will develop your technical Quality Management skills by introducing you to the core tools and techniques.

An effective way of assessing your quality management efforts is to be audited. This course outlines the audit process and introduces the main quality awards which many organizations use as a means of self-auditing.

The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.

What you will learn

Design for Quality

• Design, innovation and improvement
• Design control and management
• Standards and specifications
• Service sector quality design

Quality Management – the HR Factor

• People and organizational structure
• Teamwork for quality
• Communications for quality
• Training for quality

Quality Management in the Supply Chain

• Purchasing practice in quality management
• Customer-supplier relationships
• From contract to partnership
• Innovation in the supply chain
• The chain of interdependence

Quality Function Deployment – House of Quality

• Getting to grips with customer needs
• The QFD the main steps
• Incorporating customer needs into product and process definition
• Implementation of QFD

Quality Management Tools, Systems and Techniques

• Basic tools and techniques
• Failure mode, effect and criticality analysis (FMECA)
• Statistical process control (SPC)
• Improving maintenance performance

Quality Audits, Awards and Implementation

• Quality audits
• Malcolm Baldrige, Deming Prize and European Quality Awards
• Implementation of quality management
• The management of change

Quality Management in the Service Sector

• Quality in product organizations vs service organizations
• Dimensions of quality in services
• How to achieve service quality
• Customer service excellence and customer satisfaction

Course Review

• Summary and recap of key learning objectives
• Action Planning