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Providing Quality for Customers

Providing Quality for Customers

1 Day Instructor Led Course - 7 Contact Hours
Upcoming Schedules for Providing quality for customer: View all Providing quality for customer Schedules
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Our Unique Guarantees

Free Trial Guarantee

For any public schedule courses attended, the course or any part of it can be repeated absolutely free of charge, provided space and course availability in our public schedule.

Free Repeat Guarantee

For any public schedule courses attended, the course or any part of it can be repeated absolutely free of charge, provided space and course availability in our public schedule.

Course Objectives

Upon completion of the course, students will be able to:

  • explain the meaning of quality.
  • recognize the positive benefits of quality improvement and development in their work, and appreciate methods of establishing the costs of quality.
  • have a good understanding of total quality management.
  • Identify their customers and find ways of improving the quality of the goods and services they provide for them.
  • lead their team in taking practical and positive steps towards higher work quality.

Course Content

Session A – QUALITY AND CUSTOMERS

  1. 1 Introduction
  2. 2 Defining Quality
    • What quality is (Activity 1, 2)
    • The dimensions of quality (Activity 3)
  3. Design Quality and Process Quality (Activity 4)
  4. Quality Systems
    • Quality control
    • Quality assurance
  5. Why is Quality Important (Activity 5)
    • Competition
    • Non-profit-making organizations
    • Consumer legislation
    • Other beneficiaries (Activity 6)
  6. The Cost of Quality
    • The cost components (Activity 7)
    • Quality costs – the traditional view (Activity 8)
    • Quality costs – the process cost model (Activity 9)
  7. Dependability (Activity 10)
    • The bath-tub curve (Activity 11)
    • Reducing failure rates (Activity 12)
  8. Certification and accreditation schemes
    • The standards bodies
    • Quality systems standards
    • ISO 9000
    • Certification under ISO 9001 (Activity 13, 14)
    • But does ISO 90014 certification really indicate quality
    • Investors in People recognition (Activity 15)
      Self-Assessment, Summary

Session B – TOWARDS TOTAL QUALITY

  1. Introduction
  2. The Traditional Approach to Quality Management
  3. What is Total Quality Management (Activity 16)
  4. Continuous Improvement
  5. Focus on the Customer (Activity 17)
    • Quality and internal customers (Activity 18)
  6. A Commitment to Quality
    • Being consistent (Activity 19)
    • Communicating
  7. Teamwork and Trust

Session C – PRACTICAL STEPS TO QUALITY

  1. Introduction
  2. Finding Ways to Improve Quality
    • Approaches to quality improvement
    • Do you know where the problem lies (Activity 20)
  3. Working as a Team
    • Quality improvement groups (Activity 21)
    • How quality improvement teams work
  4. Getting your Team to Work for Quality
    • Ishikawa’s seven tools and techniques (Activity 22)
    • Work conditions
      (Activity 23)
    • Recommending improvements to quality related activities
      (Activity 24)
    • Empowering teams (Activity 25)
  5. Zero Defects Programs
    Self-Assessment, Summary