Quality Management Systems (ISO 9001)
Overview
A quality management system gives an organisation a consistent way to meet customer needs and improve. This course explains the requirements of ISO 9001 in practical terms and shows how to design, document, implement and maintain a quality management system that adds value rather than paperwork.
Who should attend
Quality managers and officers, process owners, managers preparing for certification and staff who maintain quality systems.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Explain quality management principles and the structure of ISO 9001
- Apply the process approach and risk-based thinking
- Plan the documentation a quality system needs
- Implement controls for operations, suppliers and nonconformities
- Use audits, reviews and data to drive improvement
Course outline
Day 1Quality Management Principles
- What quality means to customers
- The seven quality management principles
- Structure of ISO 9001
- Benefits and costs of certification
- Process approach and PDCA
- Gap check against your organisation
Day 2Context, Leadership and Planning
- Context of the organisation and interested parties
- Scope of the system
- Leadership commitment and quality policy
- Risks and opportunities
- Quality objectives
- Workshop: map your processes
Day 3Support and Documentation
- Resources, competence and awareness
- Documented information requirements
- Document and record control
- Infrastructure and work environment
- Measuring equipment
- Exercise: design a documentation structure
Day 4Operational Control
- Customer requirements and contracts
- Design and development
- Control of external providers
- Production and service provision
- Nonconforming outputs
- Case study: tracing a quality failure
Day 5Evaluation and Improvement
- Customer satisfaction measurement
- Internal audit overview
- Management review
- Corrective action
- Continual improvement
- Implementation roadmap
