At the end of this course, the participants should be able to:
- Understand the concept of quality assurance and quality management system
- Recognize the relationship between quality assurance and other departments
- Communicate with customers and determine their needs and requirements
- Manage and document business processes
- Prepare the quality policy of the organization
- Conduct internal audit program
- Use essential continuous improvement tools
Introduction to Quality Assurance
- Quality and quality management definitions
- The concept and evolution of quality assurance
- Quality assurance system principles
- QA vs QC
- Benefits of the quality management system
Process Approach
- Process approach definition
- Process types and classifications
- Measuring process performance
Customer Focus Approach
- Customers voice and customer experience
- Customers communication channels
- Importance of determining customers’ needs and requirements
- Kano Model
Continuous improvement
- Quality Continuous improvement methodology
- Tools of continuous improvement
Internal Audit
- Audit definition
- Audit goals and objectives
- Audit scope
- Audit process
Risk management
- The concept of risk management
- Risk management process
- Measuring risk
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