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This is an advanced learning program designed to meet the needs of a customer centric organization with high calibre managers. These managers should have a basic understanding of Quality Management to absorb the knowledge imparted during the course. This will empower them to apply quality tools and spread this knowledge within the organization.
The program is conducted in three phases:
Phase 1:
Basic concept of Quality, History of Quality Journey, Service Quality & Measurement Models, Process Definition, Voice of Customer, Critical to Quality, Process Maturity, Customer Centric Process, Approach to 'Management of Strategy' and Policy Deployment, Balanced Score Card, Linkage to Daily Management, Business Excellence Vision, Standardization & Daily Management, Basic QC Tools, Small Group Activities & other practices for Employee Involvement, Visual SOP and Applications and Use of IT in Service
Phase 2:
Advanced Problem Solving Toolkit, DMAIC including: Team Charter, Process Mapping Techniques (SIPOC, Value analysis), Process walk through, Quick wins, Operational Definitions, Attribute Measurement System analysis , Baseline, Statistical hypothesis tests, Statistical methods for attribute, Solution selection, Standardization, Use of Minitab for analysis, Process Control Methods, QFD For Service, New Seven QC Tools Systematic, Project Management for New Services, Managing Risks & Resource Planning, Human Error Prevention, Cycle time, Efficiency, Business Process Re-engineering and Productivity Improvements, Lean Operations Philosophy, VSM, Waste identification & Elimination
Phase 3:
TQM in Sales, Financial Management, Innovation – Concepts, Tools and Techniques, Best Practices – Case studies, Developing TQM Counselling Skills for mobilising the organisation. Achieving Personal Excellence (APEX), Spiritual Excellence for Executives and Transformation and Change Management Tools
Participants are assigned two improvement projects at their workplace as a part of the curriculum. Post-program support will be provided by MIQ to assist participants in applying their learnings.
High performing Managers with 5 to 15 years of work experience in Service operations and Quality. Experience can be with Banking & Finance, IT, Hospitality, Business Process Outsourcing, Real Estate, Retail and other allied service industries.
