FTC97 – Quality Leadership and Management in the ISO Context

Leading and managing the diverse and ever changing dynamics of a company are challenging and demanding processes. In the travel and tourism industry this is pertinent, as in particularly in this sector one has to contend with seasonal conditions, high staff turnover, increased competition (both locally and internationally) and a very demanding customer base. Leaders and managers therefore require tried and tested guidelines and principles on which to focus their functioning in order to grow their company.

This Quality Leadership and Management Course has been specifically designed and developed and is underpinned by the 8 quality management principles on which the quality management systems of the ISO 9000 series are based.

The aim of the course is to capacitate managers and staff to use these principles to lead their company to improved performance. This course will guide them through the 8 quality management principles and allow them to discover how they as managers and leaders (in their own right) can strategically and practically implement these principles in their day-to-day practices to continue to make significant contributions to the success of the company.

The course is comprised of 8 units to be implemented over a 10-day period. These need not be 10 consecutive days and the actual time and scheduling is open to negotiation to ensure alignment to the participants’ work commitments.

Portrait of a mid adult man

Unit 1: Leading the Customer Focus

Magic formulas for creating and maintaining quality service do not exist.  Service is first and foremost a mind-set, an attitude and a commitment. This unit will explore the role of the manager in leading customer service excellence.

Topics in this unit include:

  •  Brand and Identity
  • Customer needs and expectations
  • Lead efficient customer service
  •  Leading world-class customer service

(excite and delight your customers)

Unit 2: Quality Management Leadership

Effective managers have to lead themselves, in the first instance. Developing and nurturing some key self-management techniques will enable them to lead and manage others more effectively. Ultimately the aim is to derive quality performance from the entire team to ensure optimal productivity.

Topics in this unit include:

1.1. Leading self

  • Personal mastery
  • Handling emotions, anger and criticism
  •  Overcoming the dark side of leadership

1.2. Leading others

  •  Engagement for high performance
  •  Employee growth and development

Unit 3: The Importance of Others in Leadership

How do we inspire and motivate employees to perform at their peak and to play a vital role in the success of your business? Why is this important? This unit looks at these questions and discusses ways of developing your team.

Topics in this unit include:

  • Inspiring commitment
  • Generating energy, enthusiasm and confidence
  • Developing management and leadership skills

Unit 4: Managing the Process Approach

Too often managers concentrate on results and pay too little attention to the process. Process is as important as product. This unit will look at ways of improving the process by taking into account resource management, managing cost effectiveness and ensuring waste reduction. Also under discussion will be how to get the staff involved in working together to monitor, control and improve processes and resources in significant and meaningful ways.

Topics in this unit include:

  • The value chain
  • Basic principles of reducing cost and wastage for managers
  • Resource management for resultsJubilant Businesswoman

Unit 5: A Systems Approach to Management

This unit will specifically look at the ‘functions’ of leadership and management practices in relation to strategic business components, how these components interact and what the roles of leaders and managers are in relation to these components.

Topics in this unit include:

  • The impact of systems thinking on organisational leadership
  •  Job design, job satisfaction and productivity
  • Motivational leadership in systems orientated businesses

Unit 6: Striving for Excellence through Continual Improvement

This unit will define quality, what it means to your company and how the company can balance the demand for high quality, faster timelines, meeting deadlines and lowering costs. The challenge of generating and sustaining change (for the better) consistently will be addressed in this unit.

Topics in this unit include:

  • Setting goals to realise quality results
  • Meeting deliverables within deadlines
  • Models for successful change
  •  Team change

Unit 7: Making Quality Decisions

Problem solving and decision-making are vital aspects of leadership. These sought after skills need to be continually developed, reviewed and fine-tuned. Good leaders take time to reflect on their performance in these crucial areas. This unit will capacitate leaders to make informed decisions by exploring the practical steps that has to be taken towards making the right decisions.

Topics in this unit include:

  • Solve problems and make decisions for improved business performance
  • Using data to make informed decision

Unit 8: Building Relationships

A brand is the distinctive image or identity a business presents of itself through its name or trademark, logo and slogans, values and ethics, products and services, the impact it makes on society and the reputation it creates. All these factors influence how the public views the business and whether or not they want to be identified with the brand. This unit will discuss what makes you marketable and how to get the most out of this position.

Topics in this unit include:

  • Build and present your leadership brand
  • Your personal and professional networks
  • Working with suppliers and other stakeholders
  • Powerful communication