Maintenance ManagementStrategic Quality Management and Business Improvement
This course treats quality as a strategic capability rather than an inspection function. Delegates work through quality strategy and its link to competitive position, the cost of quality including the failure costs organisations rarely calculate, management system design, supplier quality, customer feedback and complaint analysis, and the deployment of improvement priorities through an organisation. The programme also covers the measurement problem: most quality metrics report conformance to internal specification rather than anything a customer notices, and the course works on measures that reflect the latter.
Course objectives
- Link quality strategy to competitive position
- Calculate the cost of quality including failure costs
- Design a management system proportionate to the organisation
- Manage supplier quality and its assurance
- Analyse complaints and customer feedback for systemic causes
- Deploy improvement priorities through an organisation
- Select measures that reflect what a customer notices
Who should attend
- Quality managers and directors
- Operations and general managers
- Continuous improvement leaders
- Supplier quality and procurement staff
- Management system practitioners
Course outline
- 01Quality as strategy rather than inspection
- 02Cost of quality and the failure costs rarely calculated
- 03Management system design and proportionality
- 04Supplier quality and assurance
- 05Complaint and feedback analysis for systemic causes
- 06Deploying improvement priorities
- 07Measures that reflect the customer experience
- 08Reviewing and sustaining performance
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 8 to 12 February 2027 | Online | Online | R8,500 per delegate | Register Now |
| 15 to 19 March 2027 | Nairobi, Kenya | Classroom | USD 1,325 per delegate | Register Now |
| 22 to 26 March 2027 | Cape Town, South Africa | Classroom | R19,950 per delegate | Register Now |