Quality management

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Upon completion of training through the different units, the user will be able to:
– Define the role of quality in the institution
– Get to know customers
– Perform an internal diagnosis
– Define objectives and select methods
– Prepare the Quality Plan
– Explain the meaning of quality standards
– Apply requirements of the ISO 9001:2000 standard
– Locate information in quality documentation
– Write a quality procedure
– Evaluate leadership, policies and strategies
– Evaluate personnel management, alliances and resources
– Evaluate process management
– Evaluate the results
– Calculate the final score
– Measure quality progress factors according to three of the most common management techniques:
– Conduct team meetings
– Calculate quality indicators
– Calculate quality costs
– Preparation of diagrams representing activities
– Realization of data representation diagrams
– Use of analysis tools

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MOD. 1: QUALITY PLANNING

Definition of quality in the company
– Quality concept
- Specifications
- Needs
– Costs
– Competitiveness
– Quality as a transversal function

Get to know customers
– Clients and users
- Internal customer
– Customer needs and quality categories
– Quality attributes
- Customer satisfaction
– Customer opinion
– Importance/Satisfaction Diagram
– Priorities

Internal diagnosis
– Strengths and weaknesses
– Internal quality graph

Objectives and methods
– Improvement objective
– Improvement method
- Quality assurance
– Invest in people
– Act on organizational systems
- Total quality

Quality plan
– Planning
- Actions
- Responsible
- Deadlines
- Calendar

MOD. 2: NORMALIZED QUALITY

Quality certification
– Steps to obtain quality certification
- Quality Management Systems
– Standardizing organizations
– Certifying bodies
– Accreditation bodies

ISO 9001:2000 Standard
– ISO 9001:2000 Standards
– Quality management system processes

Quality Management System Documents
– Types of quality documents
– Quality document controls
– Quality manual

Quality procedures
– Quality procedures
– Recommendations for developing procedures
– Structure of a procedure

MOD. 3: TOTAL QUALITY. EFQM MODEL

Description of the EFQM model

Agent criteria

Agent Evaluation

Results criteria

Evaluation of the results

REDER method

Weight of criteria

MOD. 4: METHODOLOGIES TO MANAGE QUALITY

Team meetings
– Types of team meetings
– Preparation of team meetings
– Role of the meeting facilitator
– Instruments of the meeting facilitator
– Animation schemes
– Incidents of the meetings

Quality indicators
– Characteristics of quality indicators
- Quality objectives
- Control panel
– Continuous improvement scheme

Quality costs
– Types of quality costs
– Non-conformity costs
– Compliance costs
– Cost structure

MOD. 5: QUALITY TOOLS

Types of quality tools

Flowchart
– Definition of flowchart
– Flowchart requirements
– Flowchart representation

Customer tour
- Definition
– Basic elements of the customer journey
– Phases of the customer journey

Data representation diagrams

Histogram
– Definition of histogram
– Statistical data

Pareto chart
– Definition of the Pareto diagram
– Construction of the Pareto diagram

Scatter plot
– Definition of the scatter plot

Cause and effect diagram
– Definition of the cause-effect diagram
– Construction of the cause-effect diagram

Failure modal analysis and FMEA effects
– Definition and types of FMEA
– Development of an FMEA

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