Process Definition and Management
-
The organization as a set of related processes
-
Introduction to quality management systems
-
The ISO9001 framework
-
Operating a quality management system
-
Customer focus
-
The value chain
-
Insourcing and outsourcing
|
Designing and Implementing Controls
-
Defining the control environment
-
Planning and goal setting
-
Delegation of roles, responsibilities and authorities
-
Communication and teamwork
-
Quality assurance of the system
|
Performance Monitoring, Quality Assurance and Analysis
-
Measurement and monitoring of processes
-
Measurement and monitoring of products
-
Measurement and monitoring the satisfaction of interested parties
-
Analysis and reporting of data
-
Continual improvement of a quality management system
-
Continual improvement of the organisation
|
Improvement
-
Benchmarking against “best-in-class” organizations
-
Self assessment of quality management maturity
-
Managing and Planning an internal audit – best practice in line with ISO19011
|
Internal Audit as a Management Tool
-
Auditing in practice
-
Audit reporting and feedback to top management – best practice in line with ISO DTS 17022
-
Selecting and working with third-party auditors from Certification/Registration Bodies – ISO1702
|