Course Description

THE RATIONALE

Management systems are improvement tools that offer procedures for good management practices. This course aims at equipping participants with the skills to develop management systems that are suitable for specific businesses and follow step-by-step processes to implement the principles and techniques.

THE COURSE OBJECTIVES:

By the end of this training, participants will be able to:

• Develop and implement a business culture of quality performance and excellence
• Understand performance excellence and quality management principles
• Identify the frameworks that have resulted in a positive impact on quality management
• Understand the ways to improve customer satisfaction
• Learn methods of enhancing the effectiveness and efficiency of business operations
• Learn to improve the services and products of a business

THE COURSE OUTLINE

The course will cover the following:

MODULE 1: INTRODUCTION TO QUALITY MANAGEMENT SYSTEMS

• Quality Defined
• Principles, Techniques, And Practices Of Quality Management Systems
• Levels Of Quality
• Organizational Total Quality
• Public Sector & Non-Profit Organizations Quality Control
• Quality Management Frameworks
• Leadership And Strategic Planning
• Quality Of Leadership

MODULE 2: CUSTOMER FOCUS

• Customer Satisfaction & Delight
• Customer Information Identification
• Customer Relationship Management
• Customer Satisfaction Measurement

MODULE 3: WORK SYSTEM

• Management Of High Performance Workforce
• High Performance Work Systems Development
• Sustenance & Management Of Work System

MODULE 4: PROCESS MANAGEMENT

• Redesigning Work Processes
• Control And Improvement Of Process

MODULE 5: PERFORMANCE

• Management Of Information & Performance Measurement
• Scope Of Performance Measuring
• Development Of Performance Measuring System
• Performance Data Analysis
• Organizational Culture Of Performance Excellence

MODULE 6: MANAGEMENT CHANGE

• Sustaining A Quality Institution
• Development Of Standards
• Cost Of Quality
• Measurement Of Quality Cost
• Quality Costing And Decision Making
• Reporting Of Quality Cost
• Performance Reports

 TARGET AUDIENCE

• Entrepreneurs
• Upper management staff
• Quality personnel

Delivery Method: Combines lectures, discussions, group exercises, and illustrations

Venue: Open

Duration: 1 week