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