Quality and Assurance and Management System (10 Days)

Section One

International Standardisation and the Global and Organizational Benefits

• A brief history of international standardisation
• Economic benefits of standardisation
• Organizational benefits of standardization
• Standards as a mechanism for controlling organizational risks
• A teamwork approach to quality
• Team-building exercise

Section Two

Introduction to Quality Assurance and Control

• An introduction to quality assurance and control
• A history of quality assurance
• Introduction to models of quality assurance and control
• Concepts of Total Quality Management
• Deming’s Fourteen Points and other approaches
• The Process approach and ISO9001

Section Three

Process Approach to Managing Quality Assurance

• The ISO high-level structure – Annex SL
• ISO9001 as a framework for managing quality assurance
• The process approach and the organization as a set of inter-related processes
• Risk and opportunity in a quality management system

Section Four

Principles of Quality Assurance and Control

• Core principles in achieving Total Quality management
• Prevention, not correction
• Customer focused quality
• Establishing vision, mission and policy
• Opportunities for organizational continuous improvement
• Building quality through teamwork

Section Five

Techniques for Quality Assurance and Control

• Process improvement
• Benchmarking
• Baldridge national Quality Programme (BNQP): Criteria for Performance Excellence
• EFQM, Dubai Quality Award and HH Sheikh Khalifa Excellence Award
• Route cause analysis
• Objectives and KPI’s
• Measuring results – the cost of quality

Section Six

Designing and Implementing ISO9001

• The PDCA approach
• Risk based thinking
• The organization and context
• Needs and expectation of interested parties
• Significance of effective leadership roles
• Role and responsibilities of leaders in ISO9001
• Culture of quality – the role of TQM

Section Seven

Planning and Operating a Quality Management System

• Establishing policies
• Planning for a quality management system
• Assessing risk and opportunity within a quality management system
• Supporting your system – resources, competence
• Operations, planning and control

Section Eight

Audit as a Management Tool

• Management systems auditing
• The face of a systems auditor
• Requirements of ISO19011 – guidelines for auditing management systems
• Types of systems audits
• Planning audits
• Audit as part of performance monitoring and organizational improvement

Section Nine

Audit in Practice

• Developing a programme of audits
• Planning an audit
• Opening meetings
• Audit questions and use of check lists
• Conducting the audit
• Role play exercise

Section Ten

Document Management in Your Quality Management System

• Building a document control system
• Document life cycles
• Consistency in document appearance, notation and circulation
• Maintaining the integrity of document controls
• Availability of documents to interested parties