SUPERVISORY MANAGEMENT...

SUPERVISORY MANAGEMENT

SUPERVISORY MANAGEMENT

CONCEPT:

The world is now global village. In this brave new world only QUALITY companies will survive. Supervisory Management: Moving from TQM to TQS exposes supervisors to the realities of this paradigm shift. TQM is about both the management of quality and the quality of management. TQM means changing the way people do things so as to minimize the potential for error, and to defects. However the world has moved on and is transiting from mechanistic management of TQM to Total Customer Service (TQS) with customers at the centre of all decisions.

CONTENT:

Background to the Quality movement; Quality Definition; The 9 quality Gurus and their messages; Myth & Misconception; Barrier to Quality; Key to Quality; Quality Service; Quality Tools: Communication, Team Building, Negotiation, Motivation; Measuring Quality Costs; Understanding Total Customer Service; TQS: The New Rules for Service, Forces Driving TQS. Case studies of Ritz Carlton.



OBJECTIVE:

This program will expose participants to the foundation principles, ideas, concepts, and practices & pitfalls of TQM and how globalization is making TQM give way to Total Customer Service (TQS). Supervisors will be indoctrinated in the ideals of this paradigm shift.

Course Title For whom Duration
SUPERVISORY MANAGEMENT Managers/ Supervisors 3days

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