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

• Quality Assurance
• Procedures Development and Documentation
• Internal Auditing
• Process Management
• Customer Care and Service Quality
• Continuous improvement
• Determining Customer’s Needs

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
• Brain storming
• Stimulating mental activities
• Engaging team competitions
• Suitable training Videos
• Presentations
• Self–assessments
• Learning with Simulations and Games

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