Introduction:

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-focussed approach to your organisation 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 organised 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 organisation 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

 ISO 9001:2000.

 

Course Contents :

Module 1

 

• Quality Management for business growth;

• Overview of the ISO9001:2000 Quality Management Systems requirements;

• Measuring quality: internally and externally

• Building a Customer Focussed approach;

• Auditing – key tool in the continuous improvement process.

 

Module 2

 

• Building customer focus:

  • Customer feedback (satisfaction/complaints);

  • Handling customer complaints – 8D.

 

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.

 

Module 4

 

• Case Study: Workshop.

 

Objectives:

 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.

 

Target Audience:

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.

 

Venue:
Ramses Hilton Hotel

 

Course Language:
The Course will be held in English language.

Location and Duration:
3 Days 27, 28 and 29 of May, 2008
 From  5:00 to 10:00 p.m.

Registration Deadline:
Wednesday 21st  of May, 2008