GENERAL & OPERATIONS MANAGEMENT PROGRAMS

1. UNDERSTANDING QUALITY

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2. ACHIEVING QUALITY

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3. CONTROLLING PHYSICAL RESOURCES

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4. PLANNING AND CONTROLLING WORK

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1. UNDERSTANDING QUALITY


Synopsis

In today’s fast-paced environment, customers are more demanding and the competition more intense. Delivering quality products and services is more crucial than ever for survival and long-term success. Having an internationally recognized Total Quality Management (TQM) System allows you to enhance organizational performance, increase customer satisfaction and gain a competitive edge.

In this workshop you will identify the structure and requirements of an effective TQM system and what this means for you. You will learn to interpret and apply the key concepts and principles of the standard to existing processes within your organization

Intended Audience:
  • Senior Management
  • Middle Management
Duration of Course:1
  • 1 Day (8 hours)
Objectives:
  • Explain the meaning of quality.
  • Describe the benefits of quality improvements.
  • Identify quality costs.
  • Explain key elements of TQM.
  • Apply teamwork approach for quality.
  • Explain basic concepts of ISO 9000.
Outline

Introduction to the workshop

  1. Quality and the customer
    • What is quality?
    • How to achieve quality?
    • Why quality is important
    • Introduction to Quality Management System
  2. Towards total quality
    • Traditional approach to quality
    • What is TQM?
    • TQM key elements
    • Commitment to quality
  3. Quality improvement team
    • TQM and SMEs
    • Finding ways to improve quality
    • Working as quality improvement team
    • Getting your team to work for quality
  4. Introduction to ISO 9001:2000
    • Quality assurance and ISO 9000
    • ISO 9001:2000 requirements
    • ISO 9000 series
    • ISO auditing and certification
  5. Concluding remarks, action planning and wrap-up

 

2. ACHIEVING QUALITY


Synopsis

Having a quality management system enables an organization to achieve its goals and objectives described in its policy and strategy. It provides consistency and satisfaction in terms of methods, materials, equipment, etc. and interacts with all activities of the organization, beginning with the identification of customer requirements and ending with their satisfaction, at every transaction interface. This workshop will help the participants demonstrate commitment to quality and customer satisfaction, as well as continuously improving their quality management systems (QMS).

Intended Audience:
  • Senior Management
  • Middle Management
Duration of Course:2
  • 2 Days (16 hours)
Objectives:
  • Explain the four basic principles of a Quality Management System (QMS) based on ISO 9000.
  • Describe the stages of implementing a QMS.
  • Carry out simple statistical and probability calculations to support QM.
  • Demonstrate how the techniques of SPC (Statistical Process Control) can be usefully applied to work processes.
  • Describe the five basic statistical tools for QMS and explain how to use them to control quality.
Outline

Introduction to the course

  1. Quality management system
    • What is Quality Management System (QMS)?
    • Four principles of QMS
    • ISO 9000 QMS standards
    • Four-stage implementation
  2. Basic statistics
    • Mean
    • Range
    • Standard deviation
    • Distribution of data – Normal distribution
  3. Statistical Process Control
    • Sampling
    • Probability
    • Acceptable Quality Level
    • Control Chart
    • Application of techniques
  4. Basic tools for quality control
    • Check sheet
    • Pareto chart
    • Scatter diagram
    • Cause – Effect diagram
    • Application of tools
  5. Concluding remarks, action planning and wrap-up

 

3. CONTROLLING PHYSICAL RESOURCES


Synopsis

This workshop introduces the importance that organizations place on the use and management of their physical resources. Organizations need to ensure that best use, efficiency, quality and waste management issues are addressed to improve performance and reduce costs. The program will show the participants that managing physical resources is a key function in organizations and that it involves obtaining and using materials, equipment and supplies in the most efficient way to achieve the organization’s operational objectives.

Intended Audience:
  • Senior Management
  • Middle Management
Duration of Course:3
  • 1 Day (8 hours)
Objectives:
  • Describe how to apply the five steps in the managing process for four resource types.
  • Apply some measures for managing equipment more effectively.
  • Understand basic inventory principles.
  • Describe six important principles to protecting the assets of enterprises.
  • Apply principles of managing technologies and controlling inventory to improve the enterprises effectiveness of inventory management.
Outline

Introduction to the workshop

  1. Various types of resources
    • The enterprises’ resources
    • The 5-step process of managing resources
  2. Equipment resources
    • Purchasing equipment
    • Setting up equipment
    • Using equipment
    • Measuring operating ratios
  3. Managing material resources
    • Dependent demand method
    • Independent demand method
  4. Concluding remarks, action planning and wrap-up

 

4. PLANNING AND CONTROLLING WORK


Synopsis

The key to successful managing your work is planning and then protecting the planned time. People who say that they have no time do not plan, or fail to protect planned time. If you plan what to do and when, and then stick to it, then you will have time. This involves conditioning, or re-conditioning your environment. For people who have demands placed on them by others, particularly other departments, managers, customers, etc., managing your work requires diplomatically managing the expectations of others. This workshop is chiefly about conditioning your environment, rather than allowing your environment to condition you. If you tolerate, and accept without question, the interruptions and demands of others then you effectively encourage these pressures to continue.

Intended Audience:
  • Senior Management
  • Middle Management
Duration of Course:4
  • 2 Days (16 hours)
Objectives:
  • Describe the planning and controlling work process.
  • Organize individual work effectively when dealing with multiple tasks.
  • Plan for a team project.
  • Apply controlling and monitoring techniques.
  • Plan and control work when sources are shared with others.
Outline

Introduction to the workshop

  1. The process of implementing work effectively
    • Definition of a task
    • The role of planning and controlling work
    • The process of implementing work
  2. Planning and controlling tasks for individual work
    • Planning your tasks: time management skills
    • Controlling your tasks
  3. Planning and controlling tasks for a team
    • Identifying the objectives and scope of a task
    • Identifying the things to do and steps involved
    • Understanding the process to carry out the task using PERT and GANTT charts
  4. Planning and controlling tasks for a team (continued)
    • Conducting resource planning and estimation of completed time
    • Starting to carry out the task
    • Controlling and adjusting during the implementation
  5. Planning and controlling work when resources are shared with others
    • Issues that arise while performing multiple tasks
    • Planning and controlling work, when resources are
      shared with others
  6. Practice using Microsoft Project
    • Concluding remarks, action planning and wrap-up