Overview
This course is designed to address the deployment of quality management principles for the excellence of operations activities. Observance of Quality Management System (QMS) in carrying out operations activities will lead to increasing and continually developing the operations staff performance and their fundamental skills.
Target Audience:
The course targets candidates who work in operations division and quality management departments.
Course Description:
This course is designed to address the deployment of quality management principles for the excellence of operations activities. Observance of Quality Management System (QMS) in carrying out operations activities will lead to increasing and continually developing the operations staff performance and their fundamental skills.
Course Objectives:
- Identify operations activities
- Understand quality management principles for operations activities
- Establish a QMS (Quality Management System) for operations activities
- Evaluate operations and risk management
Course Outline:
Module 1: Positioning of Operations Activities
Centralization concepts and objectives
- Operations activities organization chart
- Operations between front and back office
- Operations division department by department
- Listing of operations activities
Module 2: Operations Management
- Formation of job descriptions template for cash and none cash activities
- Ideal staffing and operations time units (OUT)
- Operation’s dash boards and indicators
Module 3: Quality Management System Aspects
- Quality management world
- Quality management concepts
- Deming Cycle “PDAC”
- Key indicators:
− Key Performance Indicator
− Key Quality Indicator
− Key Risk Indicator
- Quality documents and procedures
- ISO families and QMS
Module 4: Operations and Risk Management
- Definition of operations risk
- Identifying risk within operations activities
- Operation risk management
Assessment Strategy:
Participants will be assessed on their interaction during class and their participation in group exercises