Managing Quality And Innovation

Section One: Appreciating the holistic approach of TQM and its relationship to both business process reengineering and continuous improvement

• Identifying how these concepts can enhance the successful achievement of strategic goals
• Defining the key business processes in your organisation and identifying where significant improvements can be made
• TQM implementation and culture change

Section Two: Increasing customer satisfaction by analyzing and redesigning organizational processes

• Determining effective performance measures for processes and people
• The ISO 9000 improvement mechanism
• Appreciating the importance of goal setting, feedback and recognition in motivating people

Section Three: Recognising the difference between creativity and innovation

• Logical versus lateral thinking
• Enabling innovation
• Innovative approaches to problem solving

Section Four: The essentials of process innovation

• The drivers of process innovation
• Business process management
• Business Process Mapping
• Anticipating and overcoming barriers to change

Section Five: Recognising the importance of teamwork and commitment

• Applying analytical decision making and planning tools and techniques for performance improvement 
• Management of change