Service Quality Management Systems (SQMS) are essential frameworks for organizations aiming to enhance service efficiency, customer satisfaction, and operational effectiveness. This training program provides a comprehensive understanding of SQMS principles, implementation strategies, and compliance with national and international standards.
This training program is designed for professionals in service-oriented industries, including hospitality, healthcare, IT services, financial services, and public administration. It covers key aspects of quality management, service excellence, and best practices in SQMS implementation.
| DURATION | SUBJECT |
|---|---|
| 9:30 - 10:00 AM | Introduction & Programme Objectives |
| 10:00 - 11:15 AM | Background, History & Purpose of Revision, Annex SL, HLS, Basic concepts (PDCA Cycle, QMS Principles, Process Approach, and Risk-Based Thinking) |
| 11:15 - 11:30 AM | Tea Break |
| 11:30 - 1:00 PM | Concept of Interested Parties and Overview of Other Key Changes |
| 1:00 - 2:00 PM | Lunch Break |
| 2:00 - 3:30 PM | Understanding the Clauses |
| 3:30 - 3:45 PM | Tea Break |
| 3:45 - 5:30 PM | Clauses (Continued) |
| DURATION | SUBJECT |
|---|---|
| 9:30 - 10:00 AM | Quick Review of Previous Day |
| 10:00 - 10:30 AM | Documented Information |
| 10:30 - 11:15 AM | Control of Documented Information |
| 11:15 - 11:30 AM | Tea Break |
| 11:30 - 1:00 PM | Internal Audit |
| 1:00 - 2:00 PM | Lunch Break |
| 2:00 - 2:30 PM | Workshop: Drawing of Audit Plan Matrix |
| 2:30 - 3:30 PM | Exercise: Writing Non-Conformities |
| 3:30 - 3:35 PM | Tea Break |
| 3:45 - 4:30 PM | Workshop: Mock Audit |
| 4:30 - 5:00 PM | Discussion, Feedback & Conclusion |
