Comprehensive Quality Concepts Implementations In Municipalities & Local Administration
Course Code: PJ03
►Course Objective
- Define the major benefits to the organization of Total Quality Management
- Understand the impact of leadership to support quality management systems
- Develop measuring and improvement processes for quality assurance and control
- Describe how TQM can be introduced into their work place
- Identify useful quality improvement techniques for continual improvement
- Discuss the importance of quality standards, models and awards (ISO, TQM, Malcolm Baldrige, EFQM etc.)
►Target Audience
- Quality Assurance Managers
- Department Managers
- Team Supervisors
- Human Resource Managers
- Training Managers
- Customer Service Professionals
►Course Outline
DAY 1
Introduction to Quality Assurance and Control Techniques
- Course Overview and Learning Objectives
- Quality Assurance and Control Principles
- The Concept of Total Quality Management
- The Origin and Philosophy behind Total Quality Management
- Dr. Deming's Fourteen Points
- Understanding Six Sigma Methodology
- Lean Principles
- Obstacles to implementing TQM
- Case Studies and Best Practices
- Traditional Management vs. Total Quality Management
DAY 2
Principles of Quality Assurance and Control
- The Core Principles in Achieving Total Quality Management
- Prevention Not Correction
- Customer-focused Quality
- Establishing a Vision, Mission and Policy
- Identifying Opportunities for Organizational Continuous Improvement
- Building Quality through Teamwork
- Team-building and Leadership Exercise
- Enhancing Verbal and Non-verbal Communication Effectiveness
DAY 3
Techniques for Quality Assurance and Control
- Process Improvement
- Benchmarking: A Point of Reference
- The Baldrige National Quality Program (BNQP): Criteria for Performance Excellence
- EFQM, Dubai Quality Award and HH Sheikh Khalifa Excellence Award
- Cause and Effect
- Pareto Chart
- Control Charts
- Breakout Session: The Power of Brainstorming for the Best Ideas
- Methods that Stimulate Creative Thinking
- Measuring Results
- Cost of Quality
DAY 4
Implementing a Culture of Quality – The Role of Total Quality Management
- Putting Principles into Practice
- Leadership: Taking Ownership of the Quality Leadership Philosophy
- Total Quality Management as leadership principle
- Tips for Developing and Coaching Quality Leaders / Employees
- Implement a Business Strategy driven by your Customers
- Focusing on Continuous Improvement – The Role of Audit and Review
- “Top-down” Leadership Commitment and Involvement
- Barriers to TQM Organizational Culture Change
DAY 5
Benefits of Quality Assurance and Control – Improvement Activities for Your Organization
- Benefits of Implementing Total Quality Management “best practices”
- To the Customer – Improved Quality
- To the Employee – Increased Satisfaction
- To the Organization – Better Performance
- The Importance of Attitude and Professional Development
- Setting SMART Objectives for Continuous Improvement
- Practical Exercise: What is your Action Plan?
- Course Review and Feedback
- The design of financial models for forecasting and decision-making
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