Quality Management

After the completion of this course you will be able to identify quality management principles, interpret control charts, and identify the steps involved in creating a cause and effect diagram and use Pareto analysis to identify the primary causes of a problem.

Target Audience:
Professionals who need to manage or work on a project.

Recommended Prerequisites:
None

Course Objectives:
Learners will be able to identify quality management principles and interpret a control chart. They will also be able to identify the steps in creating a Cause and Effect diagram and a Pareto diagram.

Key Topics:

• Quality Management Principles

• Control Charts

• Cause and Effect Diagrams

• Pareto Diagrams

• Describe the quality management system used in your organisation

• Describe ways of researching competitors� quality of service

• Describe the various research methods to obtain information

• Explain the importance of including colleagues when planning

• Use formal and informal research to obtain information

• Consider changes in external or internal environments in planning quality service

• Provide opportunities for colleagues to participate in the customer service planning process

• Approaches are developed and communicated to colleagues and customers

• Monitor customer service standards with ongoing feedback sought from customers

• Use coaching to assist colleagues to deal with customer service issues

• Identify customer service problems

• Describe how performance would be adapted to ensure quality customer service.

• Conduct audits of quality assurance systems

• Make recommendations to enhance quality assurance systems

• Write work instructions

• Identify statistical outputs, record and report data to aid decision making

• Conduct product tests