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Accredited SERVICES SETA Education and Training Provider as per www.serviceseta.org.za
Verhoef  Training

Business Skills :: Quality Management

"Going the extra mile with ICT"

PO Box 2466, Cape Town 8000, South Africa
tel: 0861-102017 • fax: +27 21 856-0042 • e-mail: training@verhoef.co.za
    

 

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Curriculum Description | Curriculum Roadmap | Curriculum Schedule | Course Enrolment
3 days   *   Basic   *   Lecture and Labs

Course Summary:
After the completion of this course you will be able to identify quality management principles, interpret control charts, and identify the steps involved in creating a cause and effect diagram and use Pareto analysis to identify the primary causes of a problem. The curriculum introduces project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications.

Target Audience:
Professionals who need to manage or work on a project.

Recommended Prerequisites:
None

Course Objectives:
Learners will be able to identify quality management principles and interpret a control chart. They will also be able to identify the steps in creating a Cause and Effect diagram and a Pareto diagram.

Key Topics:

  • Quality Management Principles
  • Control Charts
  • Cause and Effect Diagrams
  • Pareto Diagrams
  • Describe the quality management system used in your organisation
  • Describe ways of researching competitorsí quality of service
  • Describe the various research methods to obtain information
  • Explain the importance of including colleagues when planning
  • Use formal and informal research to obtain information
  • Consider changes in external or internal environments in planning quality service
  • Provide opportunities for colleagues to participate in the customer service planning process
  • Approaches are developed and communicated to colleagues and customers
  • Monitor customer service standards with ongoing feedback sought from customers
  • Use coaching to assist colleagues to deal with customer service issues
  • Identify customer service problems
  • Describe how performance would be adapted to ensure quality customer service.
  • Conduct audits of quality assurance systems
  • Make recommendations to enhance quality assurance systems
  • Write work instructions
  • Identify statistical outputs, record and report data to aid decision making
  • Conduct product tests

    Last modified: 09-Jan-2005

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