The aim of this course is to provide delegates with an understanding of the objectives of Quality Management, namely:
- Awareness
- Control
- Improvement
By attending this course:
Delegates are introduced to the basic concepts of Quality Management, and the importance of providing exceptional quality to satisfy all shareholders and customers. A very important part of the course includes discussion of the basic tools of qualities, and how this can be implemented in any organisation.
Course outline
Total Quality Management: An Introduction
- Defining Total Quality Management
- The objectives of quality
- The Quality Manifesto
- Quality is the Key to Pride, Productivity and Profitability
- Customer Orientation and Satisfaction is the Quality Objective
- The Strategic Importance of Quality Control in achieving Product and Service Leadership
- Quality Improvement, a Personal Responsibility and a Continuous Effort driven by Measurable Goals
Ishikawa and Taguchi; Kaizen Pioneers
- Introduction to Kaoru Ishikawa's and Genichi Taguchi’s Philosophies
- The Use of Statistical Tools
- Quality Circles
- Continuous Quality Improvement and Cost Reduction
- Reduction of Variation of Product Performance about a Target Value
- The Quadratic Loss Function
- Engineering Design of the Product and its Manufacturing Process
- Exploiting the Non-linear Effects of the Product or Process Parameters
- Statistically Planned Experiments
- Total Quality Leadership versus Management by Control
The Cost of Quality
- The elements of quality costs
- Direct and Indirect Costs of Quality
- The cost of poor quality approach
- The traditional approach to quality costing
- The Kaizen view of the cost of quality
Customer Service
- Service Management
- The Service Model
- The moments of truth
- Service Customers of the new Millennium
- Achieving Customer Satisfaction
- Closing the Loop
The Quality Team
- How Teams Develop
- Team/Individual Needs and Group Performance
- Optimizing Individual and Group Potential
- Team and Individual Development
- Team Building and Evaluation Techniques
- Developing trust and openness
The 7 Basic Tools of Quality
- The Flow Chart
- The Check Sheet
- Pareto Diagrams
- Cause and Effect Diagrams
- Tally Charts and Histograms
- Scatter diagrams
- Control Charts
- Implementing the tools of quality
About your facilitator
Gert Oberholster has spent the past twenty years gaining experience in many aspects of Production, Project, Logistical and Quality Management while being employed by various organisations. At present he is a consultant, where he makes use of process consultation techniques to operate, on assignment, as an independent advisor in the fields of Quality, Project and Production Management. What really sets Gert apart is the fact that he has received training on the Toyota Production Systems at the Toyota Manufacturing plant in Durban. Toyota is the worlds’ most productive company, and their Kaizen champions know how to instil productivity into any other type of organisation. He holds a Bachelor’s degree in Project Management and a BSc Honours in Industrial Technology. Gert is a registered ETDP Assessor and Moderator. He lectures since 2004 at various prominent South African Companies and for a University in the Production, Quality, Logistics and Project Management Field.
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ENQUIRIES ABOUT OUR CONSULTING SERVICES
E-mail Lungile Nxumalo or phone Lungile on (011) 726-3040 |
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ENQUIRIES ABOUT OUR WORKSKOPS AND SEMINARS
E-mail Hennie Oosthuizen or phone Hennie on (011) 726-3040 |
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ENQUIRIES ABOUT OUR CONFERENCE CENTRE
E-mail Caroline Chamboko or phone Caroline on (011) 726-3040 |
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ENQUIRIES ABOUT OUR CONFERENCES
E-mail Ryan Muller or phone Ryan on (011) 726-3040 |
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