This workbook is designed to help you to understand and subsequently monitor and achieve consistent levels of quality to satisfy the needs and expectations of the customer in business or public service. Also develop skills in analysis, problem-solving, creativity and interpretation and stimulate changes within their organisation for competitive advantage.
Target Audience
- Middle and Senior Managers
- Post Grad and/or Post experience Managers
Anybody wanting to develop skills and knowledge in a particular management field at postgraduate or post experience level.
Objectives
Understand and subsequently monitor and achieve consistent levels of quality
Understand the needs and expectations of the customer in business or public service
Develop knowledge and/or skills in analysis, problem solving, creativity and interpretation
Stimulate changes within their organisation for competitive advantage
Enhance interpersonal and team working skills.
List Of Contents
Fundamentals of Quality & Customer Focus
Historical context
Total quality management gurus
Total quality management in the modern world
Tools for Quality Management
Tools and techniques
Variation, Ishikawa, Quality tools
The seven new quality tools
Feedback to Activities
Quality Systems, Quality systems
Quality Management and Human Resources
The human perspective
De-layering and downsizing
Changing organisational structures
Making companies more innovative
The European Foundation for Quality Management
Culture change
Open and closed projects
Leadership
Team structure
The learning organisation
Approaches to developing knowledge and skills of others
Service Quality
Total Quality Management (TQM)
Development of the service sector
Service versus manufacturing
Quality systems, Service delivery, Voluntary services
Public service, Organisational Excellence
Achieving excellence, Models of excellence
Benchmarking
(Normally delivered with 5-10 days)
(Publisher: Select Knowledge).
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