CERTIFICATION PROGRAM: Certified Quality Associate
Date
26-28 Januari 2010
Time
09.00-17.00
Place
The Aryaduta Semanggi
(former Aston Sudirman)
Jakarta
Investment
IDR 5,500,000
Why Certified Quality Associate ?
The Certified Quality Associate (CQA) program is a foundation course in quality that provides the essential knowledge needed to keep up with the fast-changing business environment. This program is designed to let the learner thoroughly understand the underlying concepts of “Quality”, learn the various management systems, measure performance qualitatively and quantitatively, identify various standards recognized internationally, and be acquainted with the various approaches to people management.
Course Description
Customer Satisfaction and operational harmony are considered as marks of quality excellence in an organization. The keys to such success are strong processes and enabled people. Equipping people with the right set of skills and knowledge helps you boost your bottom line through their mastery and an organizational culture for better performance. This 3 day certification program provides an overview of the principles of quality management as well as its various applications within different industries.
Learning Outcomes
At the end of the training, participants are expected to:
- Understand the importance of quality, role of quality function and the standards and certifications available
- Understand the relationship between quality planning, people, process and performance management
- Be able to select, interpret and evaluate the applicability of various quality management concepts and tools to real life situations
- Be able to engage in professional discourse with other quality professionals
- Present information that is critical and evaluate in a variety of forms using appropriate professional and academic styles
- Attain an acceptable standard of professional competency in the field of quality
Course Structure
A combination of lectures, exercises and case studies
Outline
Module 1: Principles of Quality Management
* Quality basics
* Evolution of quality
* Quality and ethics
* Quality gurus
* Quality and the world market
Module 2: QM Frameworks and Models
* International standards and best practices
* EFQM Model
* MBNQA Model
* Deming’s Model
* Quality theories and philosophies
* Other quality methodologies
Module 3: QM Management Tools
* Basic seven QC tools
* Process management approach
* Statistical tools
* Measurement – assessment and metrics
* Continuous improvement tools
Module 4: Customer Focused Organization
* Customer identification and segmentation
* Customer relationship management and commitment
* Customer communication
* Customer requirements analysis
* Customer service and complaints management
Module 5: Quality in Manufacturing Industries
* Quality function deployment
* Quality operations and process management
* Product liability
* Process, tools and techniques
* Inspection and sampling methods
Module 6: Quality in service industries
* TQM and the Quality Niche for service
* Customer Delight – challenges and path forward in service
* Lean Six Sigma – concept and practice for service industries
* Quality Service and Moments of Truth
* Standards of Excellence – Baldrige Award – The Ritz Carlton Experience
Module 7: QM in IT/ITES Industries
* Approaches to quality
* Quality in software development
* Quality in IT service management
* Models and assessment fundamentals
Module 8: Quality Professionals
* Developing a quality culture
* Employee involvement and empowerment
* Quality and life
* Quality careers
Who Should Attend
·QMR
·Department Heads
·Operation Managers
·Project Managers
·Department Heads
·Team Leaders
