The student who completed the course has the knowledge and skills necessary for the sustainable and comprehensive development of a commercial organization. Develops and maintains business quality assurance principles. Participates in the creation and uses relevant quality guidelines and instructions created in the organization, as well as those established for the quality specialist by the job description.

Quality Specialist Courses are designed for:

• persons with higher education in the field of business management and wishing to improve their skills;
• top managers of companies;
• company directors;
• for those who have experience in managing a company and would like to gain the knowledge necessary to work as a quality specialist;
• for those who would like to take a quality specialist courses.

The student who completed this course has the following knowledge and skills:

• takes an active part in the development of management manuals for various departments and sections of the organization;
• creates quality instructions, guided by European standards and instructions in force in the organization. As well as the job description established for the quality specialist;
• understands the organization’s business quality assurance processes and is aware of quality developments;
• makes decisions within one’s area of responsibility;
• plans activities in accordance with the set goals;
• gives an overview of existing problems and suggests ways to solve them;
• collects, systematizes quality information, in accordance with the organization’s management principles, prepares reports for management.

Course program. Quality Specialist Courses online

1. Development of a management system (40 acad. hours)

1.1. Development of an organization management system, considering the goals of the company, the principles of functioning of the economic and business environment, the main and auxiliary processes of the company
1.2. Development of a marketing and sales strategy
1.3. Resource planning. Necessary optimal resources for activities, considering the goals and direction of the company
1.4. Development of the organizational structure of the company. Job Descriptions
1.5. Development of a procedure for submitting proposals for the development and implementation of innovative solutions, considering the company’s activities
1.6. European environmental norms and standards, considering the activities of the company
1.7. Collection and storage of information and documentation, based on the specifics of the company’s document management system
1.8. Management and recruitment of personnel and preparation of labor documentation.

2. Development of a communication system with a client (20 acad. hours)

2.1. Creation of the structure of the communication system with the client. Documentation
2.2. Identification of the needs and wishes of customers and the procedure for implementing changes
2.3. Implementation of a customer relationship system when providing a service/product:
2.4. Creation of a system for handling complaints and resolving customer disputes. Creation of internal instructions for personnel
2.5. Implementation of a customer feedback system

3. Management and coordination of work processes (20 acad. hours)

3.1. The concept of a workflow. Creation of work processes of the organization, based on the expected results. Reporting of responsible persons with the heads of the organization.
3.2. Development of a description of the workflow. Process document (e.g., flowchart) using various visualization techniques as instructed.
3.3. Development of a system for evaluating the results of the work process, based on the goals of the process and the organization.
3.4. Process Monitoring and Data Collection: Compiling a summary using various methods for collecting workflow indicators, as instructed.
3.5. Process efficiency analysis. Processing the results of process monitoring Presenting the results of process analysis

4. Evaluation of the effectiveness of the management system and methods for evaluating the effectiveness (16 acad. hours)

4.1. Development of a management performance assessment system
4.2. Conducting internal audits of the management system. Preparation of an audit plan.
4.3. Planning and conducting external audits of the management system and implementation of improvement measures.
4.4. Organization of a comprehensive self-assessment of the organization’s management system. Creation of a quality framework. Comparative analysis, based on the results of previous assessments.
4.5. Comprehensive external evaluation of the organization’s management system. Planning for an external evaluation. Implementation of improvement measures.

5. Data collection and analysis of the obtained indicators (12 acad. hours)

5.1. Coordination of the objectives of the analysis and definition of the analyzed data
5.2. Monitoring, analysis, and evaluation of data. Identification of problems and their causes. Preparation of proposals for improvement.
5.3. Registration of monitoring results according to the instructions and in accordance with the agreed frequency (week, month, quarter, half-year, year).

6. Change management (8 acad. hours)

6.1. Identification of the need for change.
6.2. Implementation of changes
6.3. Analysis and evaluation of the effectiveness of changes.

7. Organization of internal and external communication of the management system (8 acad. hours)

Creation of a communication and information system based on instructions and target audience.

8. Personnel training (8 acad. hours)

8.1. Drawing up a plan for staff training. Preparation of proposals on the timing and relevance of training.
8.2. Organization of training. Preparing an application for training
8.3. Evaluation of learning outcomes. Collecting feedback and preparing a report on the training