Quality Management for Operations Activities

Course details

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 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