General objective: To be able to organize your own job effectively and efficiently, to learn from experience and consequently continuously pinpoint possibilities for improvement.
Duration: 2 days, 09:00 – 17:00
Designed for: All staff
Number of participants: Maximum 12
Pre-requisites: Participants bring their own job description to the course.
Specific objectives:
To be able to :
– design a customer oriented, functional specification of your job
– organize your job to satisfy requirements
– handle unexpected or unavoidable circumstances and learn from them – develop your own service and process quality information system and evaluate the outcome
– discuss and agree standards in a balanced exchange of results promised and means made available
– take the initiative to create opportunities to reflect, learn and start improvement
– develop your own result oriented job management system and plan
Course contents:
– Developing a functional job specification
– Organizing for quality
– Incident management and learning from experience
– Monitoring and evaluation of service and process
– Managing by objectives: agreeing standards, objectives and reporting
– Personal planning for improvement
Suggested learning methods:
– Presentation of quality management basics
– Individual and group assignments
– Peer and plenary feedback and discussion
