Quality Management and Process Improvement

Overview

By building a culture of continuous improvement, organisations can respond quickly to the changing external environment and build internal practices that produce better customer service and systems. Continuous quality improvement requires committed individuals and an organisation willing to re-examine all their systems and procedures. This program will help participants achieve both these outcomes.

Quality Management and Process Improvement is designed for:

• people looking to improve the outputs and productivity within their work area, including:
  • frontline managers
  • supervisors
  • managers
  • leading hands
• people seeking to acquire the skills involved in these roles.

Content

• developing improvement strategies
• re-engineering work practices
• tools for building a culture of continuous improvement
• strategies for gaining staff commitment and increasing staff involvement
• team decision making
• examining the organisation's systems and technology
• focus on customer service
• selling the message of continuous improvement
• monitoring effectiveness
• recording and reporting results
• incentives for maintaining the momentum
• identify quality requirements of stakeholders
• implementing quality assurance where relevant
• ensuring quality control and audit trails
• DMAIC model: Define Measure Analyse Improve Control.

Learning Outcomes

• what continuous improvement is and its evolution
• the leader’s role in planning, implementing promoting and monitoring successful continuous improvement systems and processes
• understand the principles and techniques associated with continuous improvement systems
• the benefits of continuous improvement and the barriers to its implementation
• identify and apply continuous improvement systems and processes
• monitor, adjust and report performance
• consolidate opportunities for further improvement.

Units of competency

• BSBPMG404A Apply quality management techniques

Duration
2 days