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Description

Quality Manager: Building, Driving and Steering the Management System

Three days to step into the quality role and turn the system into a tool operational teams actually use

  • 3 days — 21 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

A newly appointed quality manager inherits a dense body of documentation and a credibility still to be earned. Departments call on them to draft procedures and forget them when decisions are made. Non-conformities are logged but never analysed. The management review takes place out of obligation and rarely leads to clear decisions.

These 21 hours cover the full transition into the role. Participants learn to structure the quality policy and the process map, to organise the handling of non-conformities and customer complaints, to measure performance and to promote the system among line management. Each participant leaves with their own priorities and a first-year improvement plan.

Learning objectives

  • Define the mandate and priorities of the quality function within your organisation
  • Structure a quality policy and translate it into measurable objectives
  • Organise the handling of non-conformities and customer complaints
  • Build a quality dashboard that senior management can use
  • Lead internal audits and the management review
  • Run an annual improvement plan with process owners

What makes this programme different

Prioritisation of first-year actions carried out on your own role
A complaint-handling workflow redesigned from a real failure case
A simulated management review in which decisions must be secured from senior leaders

Programme

1Stepping into the Quality Manager Role

Mandate, scope and credibility

  • Remit, reporting line and room for manoeuvre
  • Working with senior management and line managers
  • Initial diagnosis and first-year priorities
  • Levers of influence in a functional authority role

2Structuring the Quality System

A system everyone can read

  • Quality policy and its translation into objectives
  • Process mapping and appointment of process owners
  • Documentation architecture and control rules
  • Control of records and evidence

3Handling Non-Conformities and Complaints

Turning problems into actions

  • Detection and recording workflow
  • Immediate containment and corrective actions
  • Root cause analysis and effectiveness verification
  • Customer response and internal knowledge capture

4Measuring Quality Performance

Indicators that support decisions

  • Selecting and defining indicators
  • Approach to the cost of poor quality
  • Measuring customer satisfaction
  • Dashboard design and review frequency

5Sustaining the System Over Time

Securing buy-in rather than imposing

  • Internal audit programme and follow-up of findings
  • Management review and the decisions expected from it
  • Quality communication and team awareness
  • Preparing for customer and certification audits
  • Annual improvement plan and trade-off decisions

Who is it for

Quality managers taking up their role · deputy quality managers and managers due to take over an existing management system.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.