09:30-17:00
PDF Outline
Who is it for?
This course is for managers who need to implement or improve basic common sense quality to improve competitiveness and customer service.
Why you should attend
By attending this course you will be able to:
- Understand that quality means much more than product quality (important though that is)
- Understand the cost implications of poor quality and be able to optimise (not maximise) your quality level for maximum profit
- Understand the massive importance of getting your customer care right
- Get the customer care basics right 100% of the time, and develop ways to delight your customers by being better than they expect
- Understand the best way to manage quality in your particular organisation, for example, is ISO9001 best for you?
What you will learn
The Importance of Quality
- How organisations are judged by their customers
- What is quality?
- Benefits of improving quality. How are the benefits interconnected?
- Costs of quality - the U-shaped cost curve - getting the balance right
- Lowest cost is not the same as highest profit!
Customer Service
- How customers are often unable to judge the core outputs
- Concepts of basics and delight
- The meaning and cost of complaints
- How to generate delight ideas
- Systems for the basics
Approaches to managing quality
- Inspection and sampling - the risks
- 100% inspection - costly, and is it enough?
- A non-mathematical introduction to statistical methods
- Quality Circles
- ISO 9001 - pros and cons
Quality and People
- TQM: where are you, as an organisation?
- Practical steps towards TQM:
- Continuous improvement
- Measure everything, and ask the customers for feedback
- Internal customers and supplier relationships
Do I need to bring anything with me?
There is no need to prepare anything beforehand for this course. Refreshments and a buffet lunch will be provided.
Want to upgrade to a management qualification?
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Complete just one assignment to receive a CMI Award in Management for only £152 more! |
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Or, go further and include this as part of a Certificate or Diploma programme
Certificate registration - £288
Diploma registration - £695 |
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Contact us on 01202 937600 for more details
