Course Details

This course is appropriate for a wide range of professionals but not limited to:

• All Employees across Functions (Operations, Admin, Sales, HR)
• New Hires and Front-line Staff
• Team Leaders and Supervisors
• Individuals involved in process execution and service delivery

• Expert-led sessions with dynamic visual aids
• Comprehensive course manual to support practical application and reinforcement
• Interactive discussions addressing participants’ real-world projects and challenges
• Insightful case studies and proven best practices to enhance learning

By the end of this course, participants should be able to:

• Define and articulate the fundamental principles of quality and their importance to the business.
• Understand the concept of Customer Focus and meeting stated and implied needs.
• Recognize the Cost of Quality (CoQ) and the value of prevention over detection.
• Apply basic problem-solving tools to identify and address quality issues in their work area.
• Proactively contribute to a culture of Continuous Improvement and error prevention.
• Understand their personal accountability for quality in processes and deliverables.

DAY 1

Introduction to Quality and Customer Focus

• Welcome and introduction
• Pre-test
• What is Quality? Definitions, dimensions, and organizational standards
• The importance of Customer Focus: Identifying internal and external customers
• Understanding customer needs, expectations, and satisfaction metrics
• The role of quality in achieving organizational mission and success
• Personal commitment to quality: The "Right First Time" principle

DAY 2

The Cost of Quality and Prevention

• The concept of the Cost of Quality (CoQ)
• Differentiating between: Prevention costs, appraisal costs, internal failure costs, and external failure costs
• Why prevention is more economical than inspection (prevention vs. detection)
• The impact of defects and errors on productivity, reputation, and profitability
• Developing a mindset of error proofing (Poka-Yoke concept)

DAY 3

Basic Quality Tools and Problem Solving

• Introduction to simple Quality Tools: Check Sheets and Histograms
• Applying the Fishbone (Ishikawa) Diagram for cause-and-effect analysis
• Using the 5 Whys Technique to find the root cause of non-conformances
• Basic process mapping and identifying critical control points
• Practical exercise: Applying the tools to a common workplace problem

DAY 4

Quality Standards and Team Involvement

• Overview of common quality standards (e.g., ISO 9001) and their purpose
• The role of documentation and standard operating procedures (SOPs)
• Building a culture of Continuous Improvement (Kaizen)
• The importance of teamwork and effective communication in maintaining quality
• Techniques for effective feedback and non-punitive reporting of errors

DAY 5

Personal Accountability and Commitment

• Individual Accountability for process quality and task excellence
• Review of common quality barriers and how to overcome them
• Developing a personal action plan for improving quality awareness
• Final review and knowledge consolidation
• Post-test
• Certificate ceremony