Quality has transitioned from the conventional view as “products and services that are provided exactly as per an organizations specification” to the new paradigm of “products and services that totally satisfy customers needs and expectations in every respect, on a continuous basis.” This Workshop is focused to trace the transition and learn the new paradigm.
Workshop topics to be covered:
Session 1: Voice of the Customer
Quality is what the customer determines. How to understand his needs and expectations and translate them into providing the products and services required by him is the focus of this session. Also covered will the Basic Quality Concepts in relation to the voice of the customer.
Session 2: Systems Approach to Quality
The participants in this session will learn about process management, systems approach to management, measuring metrics, and analytical quality tools and techniques.
Also covered will the basic design of corrective actions for non-conformities and problem solving methodology.
Session 3: Quality in Leadership and Leadership in Quality
Leaders set standards of performance, but they do it carefully with appropriate motivation and involvement of their people. The participants in this session will learn how to create and sustain better teams for quality standards.
Session 4: Continual Improvement
Correcting defects goes a cost-to-quality. This session devotes on how to “prevent” the defects to begin with. The participants will learn how to use tools like FMEA to prevent occurrence of defects.