This course addresses two key topics within the field of Quality Assurance. Looking at improvement areas identified by feedback from external and internal quality through: Handling Customer Complaints, and Internal Quality Auditing.
Building a customer-focused approach to your organization is mandatory in today's competitive business environment. The demands from the market are ever-increasing. Not being sensitive to current and future customer needs is a sure way to business failure.
Assessing customer perception and opinion to your product and/or service is key. Demonstrating that you have organized mechanisms for handling customer concerns gives assurance and peace of mind to customers should they need to take up a case?
On an internal perspective, a key tool for ensuring that the Quality Management System is being implemented effectively within your organization is by conducting Internal Quality Audits. Implemented properly, this tool gives management a clear picture of successful areas of implementation of the quality management system, whilst it also highlights areas for improvement and action.
Internal audits are a mandatory requirement of the quality management system according to ISO9001:2000.
The objectives of this course are to enable participants:
- understand the requirements of the ISO9001:200 standard;
- answer customer complaints effectively through the 8D format;
- manage the internal quality audit process;
After completing the course, candidates shall be able to:
- handle and effectively answer customer complaints;
- manage the internal audit process;
- Enable the continual improvement process.
Description:
Course Language:
The training module will be conducted in simple English language.
Venue & Duration:
InterContinental
CAIRO SEMIRAMIS
Egypt
3 days:
27th to 29th of May, 2007
From 5:00 pm to 10:00 pm Within 30 minutes of Break.
Registration Deadline:
Tuesday 20th of May, 2008, All participation requests should be received on fax number :(02) 25786713.
Speaker:
For more details please contact:
Ms. Pensée Bakr
Program Executive
Tel.: (02) 25786710
25786410
25786411
Mobile: 012-7402581
E-mail: info@ice-egypt.net
International Center for Etudes
Offering
Training Programs in:
Quality Assurance
Customer Focus & internal Quality Auditing
Objectives:
This course is particularly suitable to anyone who is either new to the topics, or would like to build up more knowledge on these two key aspects of quality management.
Whilst this course deals with topics normally associated with the quality assurance function within the organisation, one should keep in mind that quality belongs to everyone in the team, and therefore personnel from key functions that are subjected to the internal audit process or are in some way involved in customer handling also stand to benefit by attending this course.
Who should attend?
Module 1
Quality Management for business growth;
Overview of the ISO9001:2000 Quality Management Systems requirements;
Measuring quality: internally and externally
Building a Customer Focused approach;
Auditing - key tool in the continuous improvement process.
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Module 3
Managing the audit process;
- Audit plan;
- Prepare for an audit;
- Carrying out the audit;
- Writing an effective audit findings report;
- Close out meeting;
- Agreeing corrective action through effective communication;
- Following up on corrective action.
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Module 2
Building customer focus:
- Customer feedback (satisfaction/complaints);
- Handling customer complaints - 8D.
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Module 4
Case Study: Workshop.
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Course Contents:
Training Partner
