] Quality management systems and tools | CCM

Quality management systems and tools

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3 days
9 sessions
24 hours
10-20 participants

Programme goals

The aim of the program is for the participants to gain basic knowledge about the various quality management systems and tools and to recognize the benefits of introducing them to organizations.

Contribution towards development of knowledge, skills and competences

At the end of the training the participants will:

  • Recognize the need for quality management systems and tools
  • Understand the ISO 9001 quality management standard
  • Recognize complete quality management models (TQM) and their benefits
  • Gain knowledge about different models and techniques for measuring customer and employee satisfaction
  • Understand the importance of restructuring the business processes of the organization
  • Gain knowledge of basic systems for managing relationships with service users

Programme content

  • Basics of quality management in the public sector
  • ISO 9001
  • Common Assessment Framework CAF / EFQM 
  • Tools to measure customer satisfaction
  • Conducting surveys and mystery shopper
  • Employee surveys
  • Re-engineering of processes
  • Managing relationships with service users
  • Standards for delivery of services

Programme coordinator

Iskra Belceva – Ristovska

Iskra has extensive experience in managing projects financed by the European Union in Macedonia, mainly for the development of institutions of public administration and supporting reforms aimed at EU membership. She was part of the management team of the contracting authority for IPA, where she was responsible for the functioning of IPA structures in the beneficiary institutions, capacity development, establishment and operation of the decentralized implementation system of IPA,quality control of tender documents and procedures, conducting numerous tender evaluations and coordinating all Twinning contracts.

Contact us via this form






Str. Rajko Zhinzifov no.44-1,
1000 Skopje, North Macedonia

Tel: +389 2 6092 216
Fax: +389 2 6092 216
e-mail: info@cup.org.mk