Meet your facilitator
Tomi Dayo-Isijola is a seasoned and experienced Technology, Operations & Business Support professional with over 17years working experience, with proven expertise and delivery in IT, Real Estate, Healthcare, Energy/Power-related service sectors in Nigeria. As a trainer he has successfully delivered various instructor-led training programs physically and virtually to a wide audience (700+) – including fresh graduates to senior/C-level executives for over a decade. He holds several certifications and credentials in IT/IM, project management, energy management, quality management, HSE, cloud solutions, consulting amongst others.
Course Outline
General awareness training on quality management principles, ISO 9001:2015 requirements and continual improvement.
1. Course overview
Course title: ISO 9001:2015 Quality Management System — General Awareness
Course description: This course introduces participants to the principles, structure and requirements of ISO 9001:2015, the international standard for Quality Management Systems (QMS). It explains how organisations can consistently deliver products and services that meet customer and applicable regulatory requirements, improve customer satisfaction, manage process performance and promote continual improvement.
The programme is designed to help employees understand the purpose of a QMS, their responsibilities in maintaining quality and how their daily activities contribute to organisational performance.
Target audience
All employees and departmental staff
Supervisors, team leaders and managers
Quality assurance and quality control personnel
Operations and process owners
Customer service and administrative personnel
Procurement, logistics and supply chain personnel
Employees of organisations preparing for ISO 9001 certification
Training methodology: Instructor-led presentations, discussions, workplace examples, short group exercises, quizzes and a post-training assessment.
2. Course objectives
By the end of the training, participants should be able to:
Explain the purpose and benefits of ISO 9001:2015.
Understand the seven quality management principles.
Recognise the structure and major clauses of ISO 9001:2015.
Explain the importance of customer focus and process-based management.
Understand the role of risk-based thinking in quality management.
Identify the importance of documented information and controlled processes.
Explain employee responsibilities in maintaining QMS effectiveness.
Understand nonconformities, corrective action and continual improvement.
Recognise how internal audits and performance monitoring support quality objectives.
Contribute to customer satisfaction and organisational quality performance.
3. Detailed course modules
Module 1: Introduction to Quality Management
Definition and meaning of quality
Quality assurance versus quality control
Introduction to Quality Management Systems
Importance of standardisation and consistent processes
Benefits of ISO 9001 implementation
Customer satisfaction and organisational performance
Session Review / Activity
Module 2: The Seven Quality Management Principles
Customer focus
Leadership
Engagement of people
Process approach
Improvement
Evidence-based decision-making
Relationship management
Session Review / Activity
Module 3: Overview of ISO 9001:2015 Requirements
Purpose, scope and applicability of the standard
Understanding the High-Level Structure
Introduction to Clauses 1–3: Scope, references, terms and definitions
Clause 4: Context of the organisation
Clause 5: Leadership
Clause 6: Planning
Clause 7: Support
Clause 8: Operation
Clause 9: Performance evaluation
Clause 10: Improvement
Session Review / Activity
Module 4: Process Approach and Risk-Based Thinking
Understanding processes, inputs, activities and outputs
Process owners, responsibilities and performance measures
Process interaction and workflow management
Identifying risks and opportunities
Preventing errors, delays and service failures
Introduction to the Plan–Do–Check–Act (PDCA) cycle
Session Review / Activity
Module 5: Documented Information and Employee Responsibilities
Understanding documents and records
Procedures, work instructions, forms and checklists
Document approval, revision and version control
Accurate recordkeeping and traceability
Following approved procedures
Reporting errors, complaints and deviations
Employee competence, awareness and accountability
Session Review / Activity
Module 6: Monitoring, Nonconformity and Continual Improvement
Monitoring quality objectives and process performance
Customer feedback, complaints and satisfaction
Introduction to internal audits
Identifying and reporting nonconformities
Corrective action and root cause analysis
Continual improvement and lessons learned
Preparing for internal and external audits
Session Review / Activity
Module 7: Assessment and Workplace Application
Review of key concepts and requirements
Participant questions and discussion
Knowledge assessment
Personal commitment to quality improvement
Summary of key takeaways
Session Review / Activity in their roles.
