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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Date & Location

Date : 17 March 2019

Duration : 5 days

Place : Kuala Lumpur

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Date : 06 October 2019

Duration : 5 days

Place : Cairo

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