You will develop the knowledge and skills related to the quality assurance function, enabling you to follow a systematic preventive approach to ensure that customer needs and requirements are properly managed and fulfilled, and to ensure that the organization’s internal processes are designed to achieve their intended goals and objectives. In addition, you will be able to plan and implement an internal audit program that helps you track responsibilities and corrective actions taken.

Course Objectives:

At the end of this course, the participants should be able to

• Understand the concept of quality assurance and quality management system principles
• 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

Target Audience:

All employees working in operations and quality as well as those working in planning, customer service, and performance monitoring departments.

• Quality assurance
• Procedures Development And Documentation
• Internal Auditing
• Operations Management
• Customer Care and Service Quality
• Continuous Improvement
• Identifying customer needs

Course Methodology:

This training course will be carried out through the use of best practices and the right combination of engaging and purposeful tools such as:

• Practical, relevant case studies
• Group activities and workshops
• Related role plays
• Experiential learning
• Brainstorming
• Stimulating mental activities
• Engaging team competitions
• Suitable training Videos
• Presentations
• Self–assessments
• Learning with Simulations and Games

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

Customers Orientation

• Customers voice and customer experience
• Customers communication channels
• Importance of determining customers’ needs and requirements
• Kano Model

Continuous Improvement

• Continuous improvement of quality methodology
• Tools of continuous improvement

Internal audit

• Audit definition
• Audit goals and objectives
• Audit scope
• Audit process

Manage risk

• The concept of risk management
• Risk management process
• Measuring risk