Target audience
All staff involved in front line customer service and those involved in internal customer service. This means the course is relevant to every single member of the organization.
Aims
To encourage managers to identify ways in which to increase quality and productivity through new systems. To assist managers in developing systems for ensuring increased effectiveness and profitability.
Objectives
Understand the necessity for managing change in an organization
The meaning and benefits of quality
The stages and procedures necessary to implement a successful quality system
Pin point the critical success factors
Course Outline
What is Quality - Is Quality Important?
Total Quality Model
Total Quality Management-the Rationale
What does a TQM system achieve within a Company?
The Management of Change Pre requisite to Quality
Why Change? - Reactions to Change
Changing Attitudes - Implementing Change
3 Steps to Change
What is your Approach to Change?
Vision and Commitment
Demings 14 points for Management
TQM definition-Historical background
Achieving Excellence
Implementation of TQM system
Benefits
Case Studies
Key Points to Implementation
Summary of Key Learning Points
