Ensure Excellent Quality of your Organisation’s Services with the Right QMS

15/10/2018 - 16/10/2018
Location: Maastricht (NL)
Project number: 1820601

Ensure Excellent Quality of your Organisation’s Services with the Right QMS

From:  900,00

This course will provide you with insights on how to assess your organisation’s existing quality management system and facilitate the development of a new one. So you can ensure the delivery of high quality goods/ services that make the most efficient use of available resources, and provide the most value to your citizens.

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Not sure if your organisation’s delivery of services meets the necessary quality standards? Or how to even determine if it does?

Wondering what is the best way to select a Quality Management System (QMS) that is most suited for your organisation, and how to implement it correctly?

Want to contribute in the most effective way to your organisation’s mission?

If the required quality criteria are not met, the organisation’s reputation, and hence, the trust of your citizens and stakeholders, could decline. In spite of your job commitment and efforts in your everyday work, the desired results may be difficult to achieve, and in the worst-case scenario, there could also be legal repercussions. 

 This course will provide you with insights on how to assess your organisation’s existing quality management system and facilitate the development of a new one. So you can ensure the delivery of high quality goods/ services that make the most efficient use of available resources, and provide the most value to your citizens.

What you will learn in this course:

  • Quality management basics, such as PDCA, the ISO/EFQM quality principles, and the standard criteria for management systems
  • The ideal structure of an efficient QMS
  • How to select a QMS that meets your organisation’s purpose, strategy, business processes, and culture
  • All the factors critical to maintaining high quality systems, including knowledge and HR management
  • How to conduct a risk analysis
  • How to assess stakeholder demands and expectations
  • Monitoring and evaluation of the QMS, and the function and role of the internal audit.

By the end of the course, you will be able to:

  • Identify the steps necessary for developing a QMS and apply the relevant techniques to ensure its smooth implementation
  • Coordinate and collaborate with the different stakeholders involved in the QMS improvement process
  • Allocate the responsibilities of QMS development amongst your colleagues in different departments in the most efficient way
  • Integrate the QM-cycle with the control-cycle
  • Combine business processes with efficient people management to help employees increase their efficiency and thus the performance of the organisation as a whole
  • Acquire the technical skills needed to become an internal quality auditor

Whom is this course for:

This course will mostly benefit professionals in positions of responsibility, both in the public and private sector, particularly:

  • Strategic management professionals
  • Officials responsible for quality management
  • Human resource professionals
  • Heads of departments
  • Project managers
  • Change managers

Course methodology and highlights

This course is extremely personalised, where the experts and trainers will give individual attention to your specific questions and challenges, and work with you on identifying the appropriate solutions.

In order to ensure that you get the best results through this exercise, we will send you a questionnaire and preparatory assignment a few weeks before the course, focussing on topics like your organisation’s mission, vision, values, and the existing QMS.

Besides this 1:1 coaching, the course will also include:

  • Group and individual exercises
  • Ample opportunities to interact with other participants, to share experiences, knowledge, and challenges

This course is part of a 3-series programme on results-based management, which includes three topics very closely linked to each other:

  1. Quality management
  2. Strategic management
  3. Project management

You can choose to attend only one of the courses, but we would recommend you to attend all three, to get a full perspective on how you can continuously and consistently deliver the best outcomes for your organisation.

Monday 15 October 2018




Quality Management Systems




Introduction to the course




Introduction of quality management basics
PDCA, the ISO/EFQM quality principles and guidelines and standards for management systems. Complementary approaches such as Lean and Six Sigma. The continuum of quality management, project management and improvisation. Introduction of SIPOCO.
Antonie Reichling, Consultant, Reichling Quality with Strategy, Amsterdam (NL)




Assignment: introduction of participants, using SIPOCO




Context of the organization
The starting point for the added value of the organization and the design of the system.
Antonie Reichling




Coffee break




Assignment: inventory of external developments, stakeholders, their demands and expectations. The added value of the organization




The architecture of the quality management system
Overview. The fit between the system and the business and its culture. Leadership as success factor for quality management systems. Quality management roles.
Antonie Reichling




Assignment: assessment of the division of responsibilities for your organization’s quality management roles








Success factor people and their attributes
In public administration, professional organizations, and service industry.
Antonie Reichling




Assignment: assessing the activities on HR and knowledge management




The three types of processes
The notion of business process. Process management: objectives and indicators.
Antonie Reichling




Assignment:  identification of processes in your organization, business, steering, and supporting. Definition of process objective, process indicators for these processes




Coffee break




Risk analysis and critical success factors
Antonie Reichling




Assignment: risk analysis on the environment of your organization, and on one of your critical processes




End of the day




Dinner in a restaurant in town



Tuesday 16 October 2018




The steps in the primary process
The balance of describing versus professionalism. Techniques for process description, such as flowchart technique, the process diagram, and business process technique, advantages and disadvantages.
Antonie Reichling




Assignment: application of these techniques to a primary process of a chosen case, assessment of how well the required steps are covered




Coffee break




Tools for a clear distribution of responsibilities
The difference between responsibility and accountability. Horizontal and vertical centralization.
Antonie Reichling




Assignment: inventory of the most important responsibilities in the processes and functions




Other supporting factors
Infrastructure and tools. Contractors, especially where they are part of the primary process. The assessment and evaluation of contractors, non-legal assurance of timely delivery of quality results.
Antonie Reichling




Monitoring and evaluation of the QMS
Integration of the QM-cycle with the strategic and planning & control-cycle. Internal audit.




Assignment: assessment of the feedback, evaluation and learning mechanisms in the organization








Dealing with issues and continuous improvement
Antonie Reichling




Assignment: how are issues and problems dealt with in your organization and what mechanisms for continuous improvement are in place




Root cause analysis and Ishikawa/Fishbone diagram
Antonie Reichling




Coffee break




Assignment: root cause analysis




Individual assignment: summary of your organizations present situation.




Next actions and evaluation of the course
Antonie Reichling




End of the QMS course

Course venue
European Institute of Public Administration (EIPA)
O.L. Vrouweplein 22
6211 HE, Maastricht
the Netherlands

Programme Organiser
Ms Winny Curfs
Tel: + 31 43 3296320

The fee includes documentation and refreshments. Lunches, a reception or dinner are included if mentioned in the programme. Accommodation and travel costs are at the expense of the participants or their administration.

EIPA offers a 10% discount to all civil servants working for one of EIPA’s supporting countries, and civil servants working for an EU institution, body or agency.

Who are the supporting countries?
Civil servants coming from the following EIPA supporting countries are entitled to get the reduced fee: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Spain, Sweden, United Kingdom.

For all other participants, the regular fee applies.

Lunches and the reception will be served at a restaurant in town. Special dietary requirements (e.g. vegetarian, diabetic) can be indicated once you receive the confirmation of the seminar.

Hotel reservations
EIPA has special price arrangements with a number of hotels. All hotels are within 10 minutes walking distance from EIPA. Should you wish to make use of this possibility, please book directly via the links below. Payment is to be made directly and personally to the hotel upon checking out. At the time of booking, please mention in the requested field the EIPA project number for your course.

Confirmation of registration will be forwarded to participants on receipt of the completed online registration form.

Prior payment is a condition for participation.

Cancellation policy
For administrative reasons you will be charged €150 for cancellations received within 15 days before the activity begins. There is no charge for qualified substitute participants. EIPA reserves the right to cancel the activity up to 2 weeks before the starting date. In that case, registration fees received will be fully reimbursed. EIPA accepts no responsibility for any costs incurred (travel, accommodation, etc.). 


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