Course Overview

This programme equips participants with the competencies required to design, implement, monitor, and continuously improve quality management systems (QMS) across organisations. It integrates ISO‑based frameworks, process optimisation tools, risk‑based thinking, and organisational excellence models to ensure sustainable quality performance.

Target Participants

• Quality Managers & Quality Assurance Officers
• Operations & Production Managers
• Compliance and Risk Officers
• Project Managers
• Supervisors and Team Leaders
• Public‑sector administrators responsible for service quality
• Professionals preparing for quality‑related certification

 Learning Objectives

Participants will be able to:

• Understand and apply core principles of quality management
• Implement and maintain ISO‑aligned Quality Management Systems
• Conduct internal quality audits and process reviews
• Apply continuous improvement tools (Lean, Six Sigma, Kaizen)
• Analyse and improve organisational processes using data
• Strengthen customer satisfaction and service excellence
• Build a culture of quality, accountability, and performance

Foundations of Quality Management

• Evolution of quality management (TQM, Kaizen, Lean, Six Sigma)
• Principles of quality and organisational excellence
• Quality culture and leadership commitment
• Customer‑centric quality approaches

 ISO‑Based Quality Management Systems

• Overview of ISO 9001:2015
• Structure of a QMS (context, leadership, planning, support, operations, performance evaluation, improvement)
• Risk‑based thinking and process‑based approaches
• Documentation, policies, procedures, and records

 Process Mapping and Improvement

• Process identification and mapping (SIPOC, flowcharts)
• Identifying inefficiencies and bottlenecks
• Root‑cause analysis (5 Whys, Fishbone Diagram)
• Standardisation and optimisation of processes

 Quality Assurance & Quality Control Techniques

• QA vs QC: roles and differences
• Statistical Quality Control (SQC)
• Sampling methods and inspection techniques
• Control charts and performance indicators

 Internal Auditing and Compliance

• Principles of auditing
• Planning and conducting internal audits
• Audit tools, checklists, and reporting
• Corrective and preventive actions (CAPA)
• Managing non‑conformities

 Continuous Improvement Strategies

• Lean principles and waste elimination
• Six Sigma DMAIC methodology
• Kaizen events and rapid improvement cycles
• Benchmarking and best‑practice adoption

 Quality Risk Management

• Identifying quality risks
• Risk assessment tools (FMEA, risk matrices)
• Mitigation planning and monitoring
• Integrating risk management into QMS

 Building a Quality‑Driven Organisation

• Leadership and change management
• Employee engagement in quality initiatives
• Communication strategies for quality improvement
• Creating a sustainable quality culture

Practical Workshops & Case Studies

• Process mapping exercises
• Root‑cause analysis simulations
• Internal audit role‑plays
• Quality improvement project presentations

 Training Methodology

• Expert‑led presentations
• Case studies and real‑world examples
• Group discussions and peer learning
• Practical exercises and simulations
• Templates, toolkits, and checklists

Expected Outcomes

Participants will gain:

• Strong understanding of QMS frameworks
• Practical skills in auditing, process improvement, and quality control
• Tools for continuous improvement and performance optimisation
• Confidence to lead quality initiatives within their organisations