TypeOnsite Course
PriceR 4950
Buy NowBook Now


The QualityWise programme aims at achieving the following:

  • To give the delegates a thorough understanding of what Quality as a philosophy and work ethic is
  • To create awareness amongst the delegates of how their business is perceived by the customer
  • To focus the delegates on processes that produce the product or service for their customer, either internal or external
  • To help delegates to create quality in the workplace through customer focused teamwork


The programme is driven by slides in PowerPoint, replicated in comprehensive delegate workbooks.  The learning is facilitated by an instructor but takes place in a non threatening team environment.  Extensive use is made of vivid analogy and company specific case studies to enhance the learning experience.

A post course application project is part of the learning process, where delegates transfer their learning to the workplace by removing barriers to quality and focusing on the creation of quality.


Course duration is two days.  Presented in company.


Non-management staff of all levels, including semi literate to illiterate employees.  The programme is designed to carry the message of higher levels of internal and external customer service to staff who are directly involved in the hands on running of the processes responsible for delivering quality products or services to the customer.

Section 1Understanding Quality
Lecture 1The Meaning of Quality
Lecture 2Expectations and Experience
Lecture 3The Moving Target of Quality
Section 2Meeting Customer Expectations
Lecture 4Moments of Truth
Lecture 5The Cycle of Service
Section 3The Chain of Customers
Section 4The Costs and Benefits of Quality
Lecture 7Failure and Prevention
Lecture 8What About Me?