1. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr «14 key points to piloting a quality process» TRAINER ’ S MANUAL

2. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr « 14 key points to piloting a quality process.» Learn how to make the proper questions to identify NC Learn how to list and organize non-conformities for a detailed analysis of the situation. Learn how to codify and rank non-conformities, in order to measure the precise influence of the different variables.Learn how to look for the non- conformities causes. Have a clear and precise insight into the most sensitive areas of your process operational finalities xx. Educational objectives Expected Results MODULE n°6 : Detection and Analysis of Non-Conformities (NCs) Duration : 15 minutes xx. To identify non-conformities To list and organize non- conformities To codify, classify and sort out / rank, in order to track the importance and development of non-conformities To list the most immediate causes leading to non- conformities In this module you have learnt about the need for clear identification, classification and analysis of NCs. You understand how important it is to go through the process of reviewing the defined questions, with your internal and external customers, for a proper identification and classification of the NCs. You are now able to prepare lists of non-conformities and classify them in NC tables, using thorough codification and causes analysis which, you know now, brings forth part of the solution

3. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr MODULE n°6 : Detection and Analysis of Non-Conformities (NCs) 20 min -Team group with the restaurant manager, think over the possible lacks and problems, to create the NC form -Workgroup with the mystery customer consulting agency for the questionnaire - Presentation of case study nº1 by the trainer What are the non-conformities in terms of service? When and how often do they occur? Whose responsibility it is? Who can detect NC and how? 30 min -1 hour -Presentation of filled up NC forms and tables -Presentation of case study nº2 by the trainer How to list, classify and codify NCs? Then, together with your team, rank in terms of importance for the critical measures to be taken. 30 min – 1 hour -Brainstorming with your team - Brainstorming with the mystery customer consultancy agency, after analysis of their own questionnaire - Presentation of Case Study No. 3 by the trainer How to define immediate, potential causes for each NC? Duration : 15 minutes Video Case study workgroups Brainstorming Example documents 1. task 2. task 3. task Duration of the sequence Objectifs pédagogiques Educational means Essential messages Content of the sequence Vidéo

4. IFCIL – 24 bis rue de la Tuilerie – 37554 SAINT AVERTIN CEDEX 02 47 25 33 00 – Fax : 02 47 25 33 03 – infoifcil@ifcil.fr – www.ifcil.frinfoifcil@ifcil.fr 30mn Review thanks to a quizz the main benefits of the module. It is a teamwork. Results have to be monitored regularly. How to verify skills after the training? Duration : 15 minutes VideoCase studyworkgroups Brainstorming Final Sequence : module validation Duration of the sequence Educational means Essential messages Content of the sequence MODULE n°6 : Detection and Analysis of Non-Conformities (NCs) Example documents QUIZZ