9. Total Quality Management - Project CAT Decision Making, Problem Solving and Meeting Skills for Team Leaders (2 DayS)
WHO FOR :-
- All Steering Committee members.
- All prospective Project Customer Action Team leaders.
- All management within an organisation that is moving towards Total Quality Management
AIMS OF THE PROGRAMME
- To ensure participants fully understand the part a Project Customer Action Team programme can play within a Total Quality initiative especially in Business Process Re-engineering.
- To equip Project Customer Action Team participants with the group decision making and problem solving techniques necessary to help them approach projects and problems in an effective and disciplined manner.
- To provide participants with the meeting skills and communication tools necessary to set up and lead a Customer Action Team.
CONTENTS AND METHODS
The course contains the following techniques which will be demonstrated in an interactive mode with case studies and participant involvement:-
- How a Project CAT programme works.
- The role of a CAT and the problem solving improvement seeking process that follows.
- Where CATs fit in with a Quality Improvement initiative.
- The most common challenges a CAT Project team leader will face and how to counter them.
- Belbin team role analysis for CAT team members.
- CAT decision making, improvement seeking and problem solving techniques.
- Paired comparisons.
- Weighted criteria matrices.
- Data gathering.
- Pareto analysis (80 20 rule).
- Cause and effect analysis.
- Cause and effect process analysis.
- The process flow chart.
- Critical path analysis.
- Force field analysis.
- String diagrams.
- Implementation planning charts.
- Meetings: Meeting objectives.
- Pre-meeting preparation.
- The skills of Chairmanship.
- Group involvement techniques.
- Film case study.
- Harnessing the team to its project goal.
- Recognising the team members' individual skills and motivation.
- Four case studies for team work.
- Meeting members' duties.
- How a Project CAT should state and present its case.
- A report format for a CAT proposal.
This course will equip participants with the internationally recognised TQM problem solving and improvement seeking framework tools and skills necessary to successfully run a CAT or Project team.