MODULE 1: UNDERSTANDING CUSTOMERS
T1.Recognising your customers
*External customers
*Internal customers
*The customer supply chain
*Potential customers
*Summary
*Feedback to activities
T2. T2.Understanding Customers' Needs
*Getting employees involved
*Planning change
*Case study
*Creating continuous improvement
*Summary
T3.Using Customer-Care Standards
*Defining customer-care standards
*Planning customer-care standards
*Maintaining customer-care standards
*Summary
T4.Maintaining Customer Relationships
*Customer loyalty
*Exceeding customer expectations
*The cost of exceeding customer expectations
*Summary
*Section summary
*Home assignment
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MODULE 2: PLANNING WORK
T1.Setting Targets to Meet Objectives
*Mission, aims, goals, objectives and targets
*The hierarchy of goals and objectives
*Specific targets
*Summary
*Feedback to activities
T2.Planning Work Activities
*Planning
*Planning to achieve targets
*Planning and inputs
*Communicating your plans and work requirements
*Summary
T3.Monitoring and Control
*Monitoring progress
*Monitoring methods
*Monitoring your team's activities
*Summary
*Feedback to activities
T4.Evaluating Results and Adjusting Plans
*Typical problems
*Amending plans to achieve targets
*Summary
*Feedback to activities
*Section summary
*Home assignment |
MODULE 3: HEALTH AND SAFETY - LAW AND PRACTICE
T1. Health and Safety Legislation
*Who is protected by law
*Health and safety legislation
*Employers' duties under OSHA
*Employees duties under OSHA
*The government's powers under OSHA
*Summary
*Feedback to activities
T2.Your Organisation's Health and Safety Policy
*Regualtions and orders
*Health and safety policies
*Summary
*Feedback to activities
T3.Training Staff in Health and Safety
*A competent person
*Training employees in health and safety
*Keeping your team up to date
*Summary
*Feedback to activities
T4.Injuries, Diseases and Dangerous occurrences
*Emergency procedures
*Illness and accidents
*Reporting accidents
*Find out more
*Summary
*Section summary
*Home assignment |
MODULE 4: UNDERSTANDING QUALITY
T1.Quality Assurance and Control
*What is quality
*Quality control
*Quality assurance
*Summary
*Feedback to activities
T2.The Benefits and Costs of Improving Quality
*Benefits of improving quality
*Case study
*Costs of improving quality
*Balancing benefits and costs
*Summary
*Feedback to activities
T3.Quality Management
*Total quality management
*BSI and ISO
*Investors in people
*European foundation for quality management
*Summary
*Feedback to activities
T4.Practical Steps to Improving Quality
*Identifying possible steps
*Identifying ideas for improvement
*Selecting the most suitable ideas
*Summary
*Feedback to activities
*Section summary
*Home assignment |
MODULE 5 : DELIVERING QUALITY
T1.Quality and Quality Management
*Quality in products and service
*Dimensions of quality
*Approaches to creating quality
*TQM and improvement
*Summary
*Feedback to activities
T2.Quality Standards
*What is ISO?
*ISO and your organisation
*ISO and your team
*Summary
*Feedback to activities
T3.Quality Control by Inspection
*Perdormance objectives
*Self monitoring
*Dealing with variations
*Summary
*Feedback to activities
T4.Quality Control by Statiscal Methods
*Sampling
*Sampling errors
*Histograms
*Statiscal process control
*Acceptance sampling
*Highlighting potential problems
*Summary
*Feedback to activities
*Section summary
*Home assignment
*Summary of Module 8
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