Advanced Strategic Quality Management

By attending this course, you will develop your core knowledge and skills in quality management.

The course will help you understand the tools and techniques for an effective quality management programme.

The course will also include site visits to organizations relevant to the course so delegates can develop an understanding of how their contemporaries function in the real world.

The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to applying 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.

Agenda

Understanding Quality

Management and quality

The price of quality

People, processes and systems

The Total Quality Management philosophy

Quality Management Leadership

Leadership The of foundation of TQM

quality Leadership roles and responsibilities

quality Management vs quality Leadership

Operational Leadership vs strategic Leadership

The Six-level Model of TQM Adoption

Level 1 – Uncommitted

Level 2 – Drifters

Level 3 – Tool-pushers

Level 4 – Improvers

Level 5 – Award-winners

Level 6 – World-class

Corporate Environmental Quality Management

Environmental protection

Environmental management systems

Continuous improvement of environmental quality

Environmental management assessment

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 Functions 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

Target Audience

This course is suitable for:

• Operations directors
• Heads maintenance and operations management
• Senior executives, managers, advisors and officers who wish to develop a thorough knowledge of quality management.

Learning Outcomes

Upon completion of this course, you will:

• Develop a comprehensive appreciation of the role of quality in successful organizations.
• Understand the importance of leadership in achieving world-class quality standards.
• Evaluate the different levels of quality in your organization.
• Appreciate the skills need to manage environmental.
• Appreciate the need to incorporate quality from the design stages.
• Understand how people in your organization can make or break your quality goals.
• Develop the skills needed to partner with your supply chain in achieving quality.
• Appreciate the quality tools and techniques at your disposal.
• Understand how you can reach your quality goals via the use of audits and quality awards.
• Examine the intricacies of applying quality stands in service delivery.
• Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.