CERTIFIED QUALITY MANAGER

Course Content

Total Training Hours: 103 hours

  • ORGANISATIONAL LEADERSHIP  0/7

    • Lecture1.1
      Organisational structures & culture
    • Lecture1.2
      Roles and responsibilities of leaders and managers
    • Lecture1.3
      Change management strategies
    • Lecture1.4
      Constraint management
    • Lecture1.5
      Motivational and influencing techniques
    • Lecture1.6
      Conflict resolution techniques
    • Lecture1.7
      Employee empowerment principles

  • Team Processes  0/6

    • Lecture2.1
      Types of teams and their roles
    • Lecture2.2
      Team formation and evolution stages
    • Lecture2.3
      Team building and facilitation techniques
    • Lecture2.4
      Leadership within teams
    • Lecture2.5
      Team performance evaluation methods
    • Lecture2.6
      Recognition and reward systems

  • The Quality System  0/4

    • Lecture3.1
      Quality function, mission and policy
    • Lecture3.2
      Quality planning and deployment
    • Lecture3.3
      Review and evaluation of system effectiveness
    • Lecture3.4
      Integration with organisational strategies

  • CUSTOMER-FOCUSED ORGANISATIONS  0/7

    • Lecture4.1
      Core management principles and styles
    • Lecture4.2
      Total quality management (TQM) concepts
    • Lecture4.3
      Organisational structures and business systems
    • Lecture4.4
      Staffing and human resource management
    • Lecture4.5
      Financial management basics
    • Lecture4.6
      Risk management framework
    • Lecture4.7
      Knowledge management practices

  • Communication  0/4

    • Lecture5.1
      Fundamentals of effective communication
    • Lecture5.2
      Techniques for clarity and influence
    • Lecture5.3
      Communication in a global and virtual environments
    • Lecture5.4
      Technology-enabled communication tools

  • Project Management  0/4

    • Lecture6.1
      Supply Chain Management
    • Lecture6.2
      Planning and estimation tools
    • Lecture6.3
      Monitoring and measuring project progress
    • Lecture6.4
      Documentation and control procedures

  • Environmental Analysis  0/7

    • Lecture7.1
      Legal and regulatory factors
    • Lecture7.2
      Market forces, industry trends
    • Lecture7.3
      Stakeholder analysis
    • Lecture7.4
      Technology trends and internal capabilities assessment
    • Lecture7.5
      S.W.O.T. analysis
    • Lecture7.6
      Customer and employee feedback systems
    • Lecture7.7
      Internal capability analysis

  • Strategic Planning & Assessment  0/6

    • Lecture8.1
      Strategic planning models and techniques
    • Lecture8.2
      Competitive benchmarking and comparisons
    • Lecture8.3
      Formulating quality policies
    • Lecture8.4
      Aligning strategic and operational plans
    • Lecture8.5
      Resource allocation and goal setting
    • Lecture8.6
      Metrics that drive organisational performance

  • Strategic Plan Development  0/3

    • Lecture9.1
      Ensuring integration between strategic and other plans
    • Lecture9.2
      Deploying strategic goals and objectives into operational plans and improvement projects
    • Lecture9.3
      Resource allocation planning activities

  • Problem-Solving Tools  0/5

    • Lecture10.1
      Seven basic quality tools
    • Lecture10.2
      Seven management and planning tools
    • Lecture10.3
      Root cause analysis, Plan-Do-Check-Act (PDCA) cycle – continuous improvement methodology
    • Lecture10.4
      Tools for innovation and creativity
    • Lecture10.5
      Theory of constraints

  • Measurement: Assessment & Metrics  0/6

    • Lecture11.1
      Statistical analysis and Statistical Process Control (SPC)
    • Lecture11.2
      Process capability indices
    • Lecture11.3
      Reliability and validity concepts
    • Lecture11.4
      Qualitative and quantitative assessments
    • Lecture11.5
      Survey analysis
    • Lecture11.6
      Benchmarking: internal and external

  • Process Management Approaches - I  0/3

    • Lecture12.1
      Process goals
    • Lecture12.2
      Process analysis and documentation
    • Lecture12.3
      Theory of variation

  • Process Management Approaches - II  0/3

    • Lecture13.1
      Cost of quality
    • Lecture13.2
      Trend analysis
    • Lecture13.3
      Lean tools and continuous improvement

  • AI/ML Applications in Quality Management  0/2

    • Lecture14.1
      AI/ML applications in quality domains
    • Lecture14.2
      Implementation considerations

  • Customer-Focused Organisation – Identification & Segmentation  0/3

    • Lecture15.1
      Internal customers (IC)
    • Lecture15.2
      External customers (EC)
    • Lecture15.3
      Building a customer-focused culture

  • Customer Satisfaction  0/3

    • Lecture16.1
      Kano model – Understanding needs and satisfaction drivers
    • Lecture16.2
      Customer satisfaction strategy
    • Lecture16.3
      Providing the best customer service

  • Customer Relationship Mgmt. & Commitment  0/5

    • Lecture17.1
      Customer relationship mgmt. (CRM) & commitment
    • Lecture17.2
      Communication & customer commitment and their linkage
    • Lecture17.3
      Customer retention and loyalty
    • Lecture17.4
      Anticipation of customer expectations, priorities & needs
    • Lecture17.5
      Deploy the voice of the customer through QFD

  • Supply Chain Management  0/6

    • Lecture18.1
      Supplier selection and evaluation
    • Lecture18.2
      Communicating requirements effectively
    • Lecture18.3
      Supplier performance assessment and feedback
    • Lecture18.4
      Supplier improvement strategies and certification programs
    • Lecture18.5
      Partnerships and alliances
    • Lecture18.6
      Logistics and supply chain management

  • Quality Models  0/3

    • Lecture19.1
      US Malcolm Baldrige National Quality Award (MBNQA)
    • Lecture19.2
      ISO 9000 series standards
    • Lecture19.3
      Other global quality frameworks

  • Training and Development  0/5

    • Lecture20.1
      Alignment with strategic goals
    • Lecture20.2
      Training needs analysis
    • Lecture20.3
      Curriculum development and delivery methods
    • Lecture20.4
      Evaluating training effectiveness
    • Lecture20.5
      Techniques for evaluating training effectiveness
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