Delegates will understand and be able to implement aspects related to the following: Business Principles§ The Customer (Internal and external) Identification of customer requirements Customer satisfaction - A matter of survival The four absolutes of quality Characteristics of a Quality Management System What is Quality Control and who is responsible? Quality Control as a quality improvement tool Traveling the road to Continuous Improvement Total Quality in perspective The Quality chain reaction Anyone who needs to understand the concept of quality, customer satisfaction and continuous improvement. The programme can be structured in accordance with the client's specific needs. Duration may therefore vary from one to three days. The participant centred workshop format uses interactive and experiential activities, group discussions and lecturettes. The activities are designed to ensure both individual and group participation. For maximum effectiveness and interaction, the group should be limited to no more than fourteen and not less than eight participants. English and / or Afrikaans

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