Best Training You Can Attend - A Lifetime Benefit

TOTAL QUALITY MANAGEMENT ISO-9001 IMPLEMENTATION For SERVICE INDUSTRIES & GOVERNMENT DEPARTMENTS

SQA245 (2 Weeks)

Implementing Quality Assurance & TQM in

Service Departments & Service Industry

Latest Tools and Methodologies

A VERY PRACTICAL PROGRAM

A 2 week Intensive Workshop

Program Dates

Worldwide Training Dates USA Training Schedule
  • 12-23 May 2009 (London)

  • 8-19 June 09 (London)

  • 22 June - 3 July 2009 (Kula Lumpur)

  • 16-27 Sept 2009 (Dubai)

  • 8-19 Oct 2009 (London)

  • 3-14 Nov 2009 (Kula Lumpur)

  • 24 Nov - 5 Dec 2009 (Dubai)

  • 14-25 Jan 2010 (Dubai)

  • 18-29 May 09 (San Francisco)
  • 29 July - 9 Aug 09 (San Francisco)
  • 20-31 July 09 (San Francisco)
  • 21 Sept - 2 Oct 09 (San Francisco)
  • 16-27 Nov 09 (San Francisco)
  • 27 Dec 09 - 7 Jan 10 (San Francisco)

Program Overview

Service departments offer great opportunity for Quality Assurance and Quality Improvement. These departments have traditionally avoided reasonable measurement of performance - internal customer satisfaction - all this has now changed. Now dramatic measurable performance improvement in these areas has become possible - and it is measurable ! This program teaches the Analysis Methodology and Technology that makes this possible.

After attending this program the participant will be able to guide such an implementation, he will be able to prepare the required implementation plans and checklists.

Participants will normally be motivated personnel from all service departments including: Management, Engineering, Purchase, Utilities, Maintenance, Finance, Audit, Documentation, Administration, Personnel, HRD, Accounting...

THIS PROGRAM IS INTENDED FOR...

  • Health Hospitality Services Communication Services

  • Maintenance, Utilities

  • Financial Services

  • Professional Consultants

  • Administration Departments

  • Test and Design Centres

  • Purchasing, Research Development Organizations

This program provides the essential expertise needed to convert management policy on quality assurance into action to ISO 9001 Standards.

PURPOSE AND SCOPE

This program will help your organization and your department increase Internal External Customer Satisfaction, Increase Productivity, Improve Quality and Reduce Costs.

Service Quality has long been considered a somewhat qualitative issue, but now, with this Truly International Effort in the form of ISO9004-2 Guidelines the Service Characteristics and Service Delivery Characteristics have been substantially quantified. This has made available tremendous opportunity to Service Organizations to Implement Quality Management Practice to Increase Customer Satisfaction, Productivity and their Image as Reliable and Quality Suppliers of Customer Needs.

This 2 week Program is designed to Transfer the Relevant Technology to enable the Participant Implement and Manage TQM and ISO 9001 Procedures in his organization both as a member of the Initial Project Implementation Team and As part of the Operational Team.

This program will also provide the know-how for Implementing TQM/ISO9001:2008(Services) as a Pilot Project on a part of your organization, this experience can then be used to implement the Quality System throughout your organization.

As a practical case-study Participants will be taken step-by-step through the process of actual Implementation.

WHO SHOULD ATTEND

This program is directed towards the personnel throughout your organization whose activities impact the quality of the Service provided to customers, and more particularly, for those responsible for Proposing, Implementing, Auditing, Managing and Operating Quality Management in your Organization.

All those who would like to become Quality Professionals in the Services field.

It is Recommended (optional) that you send at least 2 participants together to attend this program, this will facilitate TQM/ISO9001:2008Implementation in your organization.

Can Not Attend ?

Program Reference Materials are available. This will be an extremely valuable addition to your Corporate Department LIBRARIES.

PROGRAM CONTENT

  • What is TQM/ISO9001:2008?

  • What is Involved in TQM/ISO9001:2008(Services) Implementation?

  • TQM Overview. ISO9001:2008. ISO9004-2. Product Standards: BS, DIN ...

  • Elements of Quality System as Applicable to Service Industries Government Departments:

  • Management Responsibility: Quality Policy, Objectives, Responsibility, Authority Management Review.

  • Personnel Material Resource Requirements: Motivation, Training, Communications.

  • Quality System Structure

  • Interface with Internal External Customers, Service Brief, Feedback Action System.

  • Service Design Control, Design Review, Design Validation and Design Change Control.

  • Quality Documentation System its Control.

  • Quality in Procurement, Purchaser Supplied Equipment

  • Service Identification Traceability

  • Service Delivery Process Control

  • Service Performance Analysis Improvement.

  • Nonconforming Service Control and Corrective Action

  • Deliverables Control

  • Internal Quality Audit

  • Statistical Techniques.

  • The Preliminary Audit.

  • Abilities required from person given

YOU WILL ALSO LEARN ABOUT

  • Need for Quality Assurance in Service Industries Government Departments.

  • Coordinating various department inputs into TQM/ISO9001:2008Implementation.

  • Demonstrability and Accreditation.

  • Certification Application Assessment Procedures.

  • Preparing an audit checklist for your organization. Self Assessment.

  • Application Procedure for third party assessment, Assessment procedure.

  • Issue of Registration Document, Post Registration Surveillance. Use of Symbols and logos, Publicity, Misuse etc..

  • Relationship of ISO 9001 Quality Management System with your Organization’s Management Information System.

  • Use of Computers Document Management Systems to aid TQM/ISO9001:2008 Implementation.

  • Using Consultants to assist in Implementation. Where they can and cannot help.

  • Preparing a Presentation: A Plan for ISO 9001 (Services) Implementation in your organization.

  • Real-life ISO-9001 (ISO 9004-2) Implementation Workshop Case Study.

For Latest Program Schedule Email

     sqa245@EuroTraining.com

Registration Recommendations

It is recommended you nominate two participants together for this program.

Single nominations will also be considered.

On Successful Completion of the Program

  • You will be provided a Certificate of Participation.

On Completion of this Program and Another Management Audit Program and Passing an Optional Written Test at end of program, you will be certified as

  • "Certified Service Quality Consultant"

REGISTRATION INFORMATION

  1. Please complete the Registration Form (Available at http://www.eurotraining.com/etl-reg.html) and FAX to UK +44 207 6811444 or Email to: euro@eurotraining.com
  2. Fee is USD $7800 (€5,900) per participant includes Course Materials, Certificate, Refreshments and Lunch. (VAT is Extra Where Applicable)
  3. Accommodation is not included in Program fee. Special rates will be available at venue hotel for the participants.
  4. Program Fee information is available by Emailing:  fees@eurotraining.com. Fee is payable by Bank Transfer or Bank Draft in favor of the local representative office.
  5. Early Registration & Payment discount is 10% - if registration and fee payment is made at least 45 days before start of the program.
  6. Fee includes Course Materials, Certificate/s, Refreshments and Lunch. Program Timings are 8:30 AM to 2:30 PM but on some days (to be announced by instructor/s) you may be asked to attend from 3:00 PM to 7:30 PM. For First Day Program Timings see your Joining Instructions.

Implementing Quality Assurance & TQM in Service Departments & Service Industry Latest Tools and Methodologies SQA245

Contact: Mr Harry Miller, General Manager

FAX (UK) Fax : +44 207 6811444

FAX (USA) +1 650 6492689

UAE Dubai Fax +971 84 481032

www.EuroTraining.com

www.EuroTrainingUK.com

Email: euro@eurotraining.com  or   euro@eurotraining.com

Registration Form available at http://www.eurotraining.com/etl-regn.html

 

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