By the end of this course delegates will be able to:

• Identify quality management programs
• Review the peer review process for clinical staff
• Identify patient satisfaction and customer service programs
• Identify programs for staff, business and equipment credentialing and licensure
• Demonstrate the necessary knowledge to operate effectively in the quality function
• Assess the adequacy and effectiveness of a quality system
• Select and implement quality functions/activities that are appropriate to the enterprise
• Demonstrate an understanding of quality management tools and use them in the workplace

Quality Managers, Quality Assurance Engineers and Officials, Project Managers, Production Managers, Production Supervisors, Product Engineers, Inspectors, Line Leaders, Production Operators, Those with responsibility for implementing quality management systems, Those with an interest in quality management systems, those starting their career in quality management, Corporate Managers, Executive Managers, Senior Managers, Middle Managers, Junior Managers, Human Resource Managers, Board of Directors, Entrepreneurs

• Introduction to quality
• The quality system 
• Defining quality
• The characteristics of quality
• Achieving sustaining and improving quality
• The nature of quality management
• Quality models 
• Quality management tools 
• Quality management principles
• Quality planning (QP)
• Quality control (QC)
• Quality improvement (QI)
• Quality assurance (QA)
• Level of attention to quality
• Process management approaches 
• Managing quality using the process approach
• A general philosophy of process management
• Characteristics of a process
• Developing a process-based management system
• Customer focused organizations 
• Customer identification and segmentation 
• Customer relationship management and commitment 
• Problem solving tools principles or prescription
• Goal management or risk management
• A systems approach
• Scope of the system
• Design of the system
• Integrated management
• Managing quality using ISO 9000
• Quality management system (development)
• Management responsibility
• Resource management
• Measurement, analysis and improvement
• Performance improvement
• How ISO 9000 made us think about quality
• How we think about ISO 9000
• Misconceptions about the ISO 9000 family

CDGA attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.