QUALITY CONTROL FOR CHINESE EMPLOYEES IN AUSTRIAN COMPANIES Strength lies in quality. This quote from the German philosopher, Friedrich Nietzsche, who lived in the 19th century, is still valid today. If anything: customer expec- tations regarding quality have increased and the accep- tance of errors has decreased against the backdrop of an ever-growing availability of products and services. Quality is the opportunity for companies to stay ahead in an environment of global competition. Success factors for doing so are process-oriented quality management and complete quality control. Good to know: quality im- proves your image in reduces costs in the long-term. COURSE OVERVIEW: Participants become familiar with the basics of quality management, with the goal of satisfying customer needs and being able to improve total quality. Increasing em- ployee performance by incentives also plays a role. In six modules, the course puts specific emphasis on process control and constant process improvement. AND AFTER THE TRAINING? You understand customer needs. You are able to implement a high-performance work culture. You have the expertise to design, control, and check quality-oriented processes. You have knowledge about methods of quality improve ment. TOPICS AND ORDER OF EVENTS: Module 1: Introduction to quality management Defining quality Quality management in production Quality management in the service industry Quality management for business support systems Module 2: Customer satisfaction Understanding customer needs CRM – customer relationship management Case studies www.wifi.at/international