Process Definition and Management

• The organization as a set of related processes
• Introduction to quality management systems
• The ISO9001 framework
• Operating a quality management system
  • Customer focus
  • The value chain
  • Insourcing and outsourcing

Designing and Implementing Controls

• Defining the control environment
• Planning and goal setting
• Delegation of roles, responsibilities and authorities
• Communication and teamwork
• Quality assurance of the system

Performance Monitoring, Quality Assurance and Analysis

• Measurement and monitoring of processes
• Measurement and monitoring of products
• Measurement and monitoring the satisfaction of interested parties
• Analysis and reporting of data
• Continual improvement of a quality management system
• Continual improvement of the organisation

Improvement

• Benchmarking against “best-in-class” organizations
• Self assessment of quality management maturity
• Managing and Planning an internal audit – best practice in line with ISO19011

Internal Audit as a Management Tool

• Auditing in practice
• Audit reporting and feedback to top management – best practice in line with ISO DTS 17022
• Selecting and working with third-party auditors from Certification/Registration Bodies – ISO1702