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.

• 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