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...

PROGRAM CONTENT

• What is TQM and ISO9001?

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

• TQM Overview. ISO9001:2010. . 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/ISO9001:2010Implementation.

• 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 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 in Service Dept/Organization Implementation Workshop/ Case Study.

Program Outcomes and Take-Away/s

Euro Training is in the business of  providing practical useful training programs. Programs that

1. Help the participant implement improvements in his organization.
2. Help the participant gain Multi-discipline understanding of the issues so that he can incorporate the needs and expectations of all his stakeholders/ customers in his improvement proposals and actions.
3. Help build a knowledge framework in which job related experience can be caught and remembered as his experience.

Typical participant will take away a personalized action plan for himself, his business unit or his organization on how to apply the program contents to improve performance. The action plan may have two components:

1. A Personal Action Plan
2. A Business Unit/Organizational Action Plan

Benefits to Organization

Sending participant/s to this program will benefit the organization in the following ways

1. Quickly makes the participants competent, effective and productive on his job. Useful especially for
   1. Training New employees
   2. Competency Building in Existing Employees Transferred to a New Assignment
   3. Training Prior to a New Project or Initiative Planned in the Organization
2. Create Competency in the employee to perform his job well. including in relation to
   1. Relevant Technical Knowledge, Skills and Competencies
   2. Organizations' Strategic Objectives
   3. Needs and Expectations of the Stakeholders/ Customers (internal & external)
   4. Good Management Practices
   5. Identifying opportunities to Exceed Stakeholder/ Customer Expectations
3. Create a pool of trained manpower who can cost-effectively disseminate the knowledge to large number of employees inside the organization. This is made possible by Euro Training's unique easy to understand and use methodology based on Checklist & Quality Assurance Approaches.
4. Euro Training Instructors often act as mentors for your trained employees. A most effective way to ensure effective competency development and application by your motivated staff. We do have consultants available across Americas, Europe, Asia and Africa (Please inquire about our post program mentoring plans)

Participant Individual Career Benefits

1. You gain a multi-discipline understanding of the issues. Meaning when you make proposals and decisions on your related job you will keep in mind the needs and expectations of ALL the stakeholders/ customers (internal & external)
2. The action plan you take away will help you make a difference in your business unit or organization. This difference when added to your resume will make you a prime candidate for career advancement in your own organization or in your next job/s.
3. Understanding and acting with understanding of the Needs and Expectations of your stakeholders/ customers is known to  to enhance Job Satisfaction and reduce Monday Morning Blues.
4. As one of your stakeholders/ customers is Executive Management, therefore the program ensures you will know the Strategic Imperatives that Drive the Organization's Efforts in your relevant job area. In the process enabling you to make a leadership contribution.

This Program is Intended for…

Those new to the field take away a good multi-discipline understanding of the issues involved in the program works. It helps them become productive quickly and builds in them a knowledge framework that will help identify, understand, classify and remember on the job experiences in his memory.

More experiences participants take-away an individualized action plan as mentioned elsewhere in this technical sheet.

Implementation Teams: This program can be used to train implementation teams where...

1. a new project or initiative being started in your organization

2. a new strategic focus is being initiated

3. just prior to a Consultant being hired to advise the organization.

Each participant will take away a memorable and potentially life changing experience from the program.

No limitations are being placed on who can attend. If you are interested in the Program Outcomes and Takeaways, or, feel you can benefit from the Organizational and Personal Benefits mentioned above - You are Invited to Register for this Program. Program Instructors have the knowledge, experience and access to resources required to customize the program to the specific job related needs of each program group.

• All Service Organizations and Departments

• 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.

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/ISO9001:2010Implementation in your organization.

Language of  Instruction

Unless otherwise stated the program instruction is in Standard Day-to-Day English. Participants can request the instructor to provide a program vocabulary which will ensure they have no problem understanding the content.

Other language versions are being developed by our consultants and regional partners including program in French, German, Spanish and Arabic. Please do contact us for your specific language needs.

Registration Recommendations

Team Nominations: Since the program aims to ensure the participants have his individualized improvement plan at the end of the program, and foreseeing the effort involved, anticipating resistance and implementation requirements it is recommended that the organization nominate at least two participants together (three will be more desirable to allow for attrition) for this program.

It is anticipated that these 2 or more participants will work together as a team or provide mutual support in order to implement the action plan.

Single nominations will also be accepted for the program. Single nominations are typically used  to:-

1. Develop personnel skills in Critical Skills and Methodologies covered in this program.

2. Audit this program for deciding its content and methodology's effectiveness in meeting your organizational needs

3. Train individuals for Leadership Roles in Business unit or department. Here this program will help the participant coach and lead his team in these Critical Skills and Methodologies. (Program does not typically cover coaching skills but provides the related technical  understanding in an easy to communicate manner. )