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TOTAL QUALITY MANAGEMENT An intensive and interactive workshop demonstrating the principles of Total Quality Management, the justification for Quality Improvement Programme and methods of ahieving quality. This Course is Available in several versions, one day or two days in either a generalist version or specific to IT |
Who should attend:
Service Managers, User Support and Customer Care Managers,Operations Managers, MIS Managers, Information Centre Managers, Business Consultants, User Support Staff, Technical Support Staff, Telecommunications Managers and all personnel wishing to implement quality computing services.
How you and your organisation will Benefit
By the end of the workshop, delegates will be understand the principles of Total Quality management and able to use a variety of proven measures and management methods to justify a Quality Improvement Programme, to achieve quality - and to reap the benefits.
Programme
The Quality Chain
The Keys to Quality Control
Visibility
Traceability
Verification & Validation
Quality Assessment Objective
The Quality Improvement Process
Strategy for Quality Improvement
Organisation for Quality
Cost of Quality
The Quality Programme
The Quality Improvement Process (QIP)
10 Steps to Quality Improvement
The steps explained
Key points
Common mistakes
The Price of Defects
ISO 9000(2000)
Baldrige Quality Methods
EFQM Excellence model
Quality Plan
Documentation
Training
Change Management
Configuration Management
Security Management
Service Specification
Achieving Quality
The Cost of Defects
Development Costs and Quality
Tools for Managing Quality
Managing Services for Quality
Quality Indicators
Quality Metrics
Relationship to Service Level Agreements
Workshop Leader
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Books by Kingswell Consultants Books on Service Management Hiles, A. N. The Complete Guide to IT Service Level Agreements, Matching Service Quality to Business Needs.. ISBN 0-9641648-2-5 published by Rothstein Associates Inc. The standard work on IT Service Level Agreements. Hiles, A. N. E-Business Service Level Agreements: Strategies for ISPs, ASPs, *SPs and CLECS. Published by Rothstein Associates Inc. The first book to deal specifically with e-commerce Service Level Agreements. Hiles, A. N. Service Level Agreements, Winning a Competitive Edge for Supply and Support Services. ISBN 0-9641648-4-1published by Rothstein Associates Inc. This book applies Service Level Agreements to services other than IT. Real case studies and example SLAs are provided ranging from Human Resources, Logistics, through Training, Livestock Handling, Logistics and Field Service Engineering. Hiles A.N. and Gunn, Dr. Y. Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers. Published by Rothstein Associates Inc. ISBN 0-9641648-6-8 This book has the support of the Help Desk Institute www.helpdeskinst.com Books on Business Continuity Hiles A.N. Business Continuity Management: Best Practice. Published by Rothstein Associates Inc. ISBN 0-9641648-3-3. This book explicitly covers all the ten areas of business continuity competence required for membership of the Disaster Recovery Institute International (DRII) and the Business Continuity Institute (BCI). Hiles A.N. Enterprise Risk Assessment & Business Impact Analysis – Best Practices ISBN 1-931332-12-6 Published by Rothstein Associates Inc. Covers many techniques and methods of risk and impact assessment with detailed examples and checklists. e-Publication. Kingswell books on Business Continuity, Service Level Agreements and Help Desk Management will shortly be available by page download in conjunction with Rothstein Associates Inc and Books24x7.com. New and updated books. Existing books Business Continuity Management – Best Practice and IT Service Level Agreements have been extensively updated. See our products page or visit www.rothstein.com . All the above books can be obtained from: Rothstein Associates Inc. e-mail pjr@rothstein.com Telephone: USA: 1-888-ROTHSTEIN Hiles A.N. Guide to Risk Management. Published by the Institute of Chartered Accountants of England and Wales. Hiles A.N. and Barnes, P. (Editor and main contributor) The Definitive Handbook of Business Continuity Management, John Wiley & Sons, 1999, ISBN 0 471 98622 4. Hiles, A.N. (contributor), Croner’s Purchasing and Supply Guide to I.T., 1994, ISBN 1 85524 271 0 Hiles, A.N. (contributor), Guide to Business Continuity Management, 1999, for the Confederation of British Industry by Caspian Publishing Hiles A.N. (contributor) Business Continuity Management, 2000, Institute of Directors / Department of Trade & Industry.
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