Total Quality: A Customer Focus - Level 4 - Training Material
Product Overview
Whether you work as a manager in the manufacturing or service sector, whether your organisation is large or small, and whether it is publicly- or privately-owned, quality is likely to be among your organisation's highest priorities. In this workbook we explain why quality is important to all organisations, and we define exactly what we mean by the term ‘quality' in relation to the ongoing focus on the customer.
Target Audience
- Appointed team leaders or supervisors
- Anybody wanting to develop a particular management skill
All managers who are newly promoted, recruited or have been in their job for some time but have no formal training. It is also suitable for technical staff looking to broaded their role with the organisation.
Objectives
- Explain why quality is important
- Describe what is meant by the term ‘quality'
- Define your internal and external customers
- Distinguish between customers and consumers
- Identify your customers' requirements
- Develop a positive relationship with customers in order to stay in touch and respond to any changing requirements
- Explain the difference between quality control, quality assurance and total quality management
- Describe the main features of quality management systems, drawing on ISO 9000
- Assess your organisation's commitment to total quality management
- Explain what is involved in continuous quality improvement
- Implement continuous quality improvement
- Involve your team in continuous improvement.
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Nominal Learning Hours
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Page Numbers
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ISBN
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30 Hours
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64
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07482 7144 9
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List Of Contents
What is Quality?
Why is quality important?
What is quality?
Putting Customers First
Who are your customers?
What are your customer's requirements?
Developing a positive relationship with customers
Dealing with complaints
Approaches to Quality Management
Quality control vs. quality assurance
What is a quality management system?
Total quality management
Working towards Continuous Improvement
Continuous improvement
Involving your staff
What will you do next?
Sample Document Preview_TotalQuality.pdf
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