Management systems are improvement tools which offer procedures for good management practices. This course aims at equipping participants with the skills to develop management systems that are suitable for specific businesses.

COURSE OBJECTIVES

• Develop and implement a business culture of quality performance and excellence
• Understand performance excellence and quality management principles
• Identify the frameworks that have resulted in positive impact of quality management
• Understand the ways to improve customer satisfaction
• Learn methods of enhancing the effectiveness and efficiency of business operations
• Learn to improve the services and products of a business

DURATION

5 Days

WHO SHOULD ATTEND

This course targets entrepreneurs, upper management and quality personnel. the course aims at imparting skills to participants on the development of quality management systems.

COURSE OUTLINE

Introduction to quality management systems

• Meaning of quality
• Techniques, principles and practices of quality management systems
• Quality levels
• Organizational total quality
• Non-Profit organizations and public sector quality control
• Frameworks of quality management
• Strategic planning and leadership
• Quality of leadership

Customer focus

• Customer satisfaction
• Customer information identification
• Management of customer relationship
• Customer satisfaction measurement

Work system

• Management of high performance workforce
• High performance work systems development
• Sustenance and management of work system

Process Management

• Business processes redesigning work processes
• Control and improvement of process

Performance

• Measuring performance and management of information
• Scope of performance measuring
• Development of performance measuring system
• Performance data analysis
• Organizational culture of performance excellence

Management Change

• Sustaining a quality institution
• Cost of quality
• Measurement of quality cost
• Reporting of quality cost
• Quality costing and decision making
• Development of standards

• Performance reports

GENERAL NOTES

• This course is delivered by our seasoned trainers who have vast experience as expert professionals in the respective fields of practice. The course is taught through a mix of practical activities, theory, group works and case studies.
• Training manuals and additional reference materials are provided to the participants.
• Upon successful completion of this course, participants will be issued with a certificate.