Centre for Quality and Business Excellence

Centre for Quality and Business Excellence

Services

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1 Consulting Services   
1.1 Quality Management
We help organizations to set milestones on their journey to excellence through the adaptation and application of the quality and business excellence model. As a result, organizations and their teams can assess their organizational capabilities through structured techniques and tools, find external references and benchmarks, and identify areas for improvement for future development actions.
In this context, we work closely with our clients to design and implement business excellence models that meet the international standards such as:
·       EFQM Model – European Foundation for Quality Management.
·       ISO 9001 Quality Management System.
·       ISO/IEC 20000-1 – IT service management quality.
1.2 Process Improvement
We help organizations change from command and control to a systems approach enhancing the design and flow of work. The consequences are improved processes, at lower costs and improved morale as a starting step for a total quality management.
In this context, we adopt practical methods for defining, analyzing and improving processes using Lean Six Sigma tactics and systems approach. We avoid the pitfall of thinking that procedures are processes through ensuring processes are defined end-to-end from the outside-in rather than top-down; measuring before mapping to identify value work and waste; and establishing the conditions needed to ensure that processes are improved continuously.
1.3 Project Management Office Setup, Evaluation, and Staffing
Setting up a PMO brings immense benefits to organizations. This is why there is a noticeable growing trend worldwide and in the Middle East for companies to launch such endeavours.  However, a lack of experience within organizations and even in the project management industry as a whole pauses difficult challenges in the face of PMO initiatives.
We help organizations in this context through different services that include PMO definition, setup, evaluation, and staffing. Those services are designed to offer a complete turn-key solution in addition to after-launch services to insure continuity and sustainability.
1.4 Customer Service Excellence
Service quality and customer service are among the most challenged topics across organizations, both in the public and private sectors. Indeed, this represents every organisation’s sole purpose, is at the heart of every mission statement, and is the ultimate goal of any strategies put in place.
We help our clients to establish systems and tactical approach for measuring and evaluating service quality according to customers’ perspective, and to translate these models into measures of what an organization must do to meet or exceed customer expectations.
2 Training Services
Training is a key division of Qube that has a clear and ambitious mission statement “To make the skills of local workforce excel to world-class professional standards”. To ensure our clients reach such standards, we provide world-class training through affiliations and partnerships with a network of global/regional providers and accreditation bodies.
Qube offers a range of customized training and coaching programs. Training topics can be presented for all skill levels from basic to advance. We offer a wide range of professional training courses, led and performed by leading instructors in the country and regionally recognized speakers.
2.1 Project Management Professional
This program is designed to provide professionals and individuals with the practical concepts and skills of the project management discipline in order to ensure the success of managing individual projects within non-governmental organizations effectively and efficiently.
On completion of the module, participants will be able to:
                 I.          Understand project management methodology, lifecycle., and key processes;
               II.          Perform the duties of projects initiation, planning, execution, and closure in an effective way;
              III.          Control and monitor the execution of projects successfully so that project goals are delivered within the planned timing, cost, quality and scope.
             IV.          Demonstrate sufficient knowledge to appropriately apply a methodology to projects that will help achieve deliverables efficiently and successfully.
2.2 Lean Six Sigma
This program is designed to help participants understand the technical aspects required for identifying, mapping, analyzing, and continuously improving key business processes using Lean Six Sigma tactics and approach.  
On completion of the module, participants will be able to:
                 i.          Understand work as end to end process (from the customer’s perspective) as opposed to managing the work functionally.
                ii.          Define and design work processes in relation to customer’s view and purpose.
              iii.          Identify process waste, inefficiency, and constraints impacting the flow of work.
              iv.          Understand how to respond efficiently to business and customer demands.
                v.          Understand how current thinking about the work, the people who do the work, and the way the work is done could be redesigned to achieve the desired improvements.
2.3 Setting Performance Measures
This program helps participants understand the technical aspects required for identifying, setting, and continuously measuring key performance indicators that result in enhancing the performance of processes, services, and even the entire organizations.
On completion of the module, participants will be able to:
                 I.          Describe and illustrate how measures drive behavior and condition performance.
               II.          Analyze the consequences on performance of using traditional measures.
              III.          Understand the what and why of current system performance.
             IV.          Understand and explain variation and identify the difference between the two causes of variation: common and special causes.
               V.          Describe the concept of process capability and its application to organizational performance.
             VI.          Determine which of your current measures are needed, which should be used differently and what new measures you need to guide improvement in your own organization.
2.4 Customer Service
This program helps participants understand the conceptual and technical aspects required for measuring and improving the quality of services and customer satisfaction delivered by their organizations. On completion of this module, participants will be able to:
                 I.          Demonstrate an understanding of the characteristics of service and service quality, and its strategic nature in a business context.
               II.          Identify and understand what matters to your customers
              III.          Understand the role to be played by quality management systems in achieving and improving service quality.
             IV.          Understand how to identify and measure key features relating to the design, delivery and improvement of service quality.
2.5 Soft Skills Topics
·       Time Management Skills.
·       Effective Communicating Skills.
·       Creative Thinking (Quality Tools and Techniques, SPC).
·       Decision Making Tools and Techniques.