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(QCC/ICC = Quality Control Circle or Innovative and Creative Circle)


Successful organizations leverage on the total participation from their employees to achieve high quality standards in order to satisfy their customers.  Quality Control Circle (also known as Innovative & Creative Circle (ICC) or just Small Group Activity (SGA)) consist of a small group of employees, usually coming from the same work area who voluntarily meet on a regular basis to identify, investigate, analyze and solve their work-related problems together in order to contribute to the improvement of the enterprise.  They also helps to identify continuous improvement ideas and to avoid potential problems at the workplace.
QCC practices help respect humanity and to build a cheerful workgroup through the development of the employees' infinite potentials. 

It has been the Japanese experience that 95% of the problems in the work area can be solved with simple quality control methods such as the 7 quality control tools [Ishikawa, 1986].  These tools will help QCCs to do brainstorming systematically and to analyze the problems critically. Then, through logical thinking and experience, most work problems can be solved. Other benefits of QCC are improved two-way communication and teamwork. The management becomes more aware of the staff capabilities and, in turn, the staff becomes aware of the day-to-day problems of running an organization. Communication and teamwork between departments also improve, so is employees' work motivation.  Overall, organizations that introduce QCC programs can help improve its quality standards, employees' morale and enhance customer's confidence.  Therefore, QCCs should be part of any company's Total Quality Program. 

These training modules are specially designed to train all Facilitators, QC Leaders & Members on how to start a QCC team, systematically solve problems using proven PDCA processes, 7QC Tools and Problem Solving & Decision Making techniques.  Participants will also learn how to prepare & present their ideas, facts, accomplishments as well as suggestions to the management in the most effective manner.  These training modules also include case studies to help reinforce participant’s understanding of the QCC standard approaches toward making quality improvements at the workplace.  These training modules is a must for those who want to adopt the QCC way of quality improvements through teamwork and people empowerment.



Please refer to the objectives set in each training module.

Target Group
  • ALL QCC/ICC Facilitators, Leaders and Members
  • This program is also very suitable for Managers, Section Heads, Senior Engineers, Executives, HR Officers, Supervisors and Trainers who are involved in implementing/supporting small group activities (SGAs) in their workplace.
For maximum participation and learning impact the methods used in these training modules include:
  • Lecture & small group discussions

  • Small Group Exercises - - teamwork & problem solving activities

  • Practice sessions - - case studies, data analysis, 7 QC Tools exercises

  • Team presentation

  • Quizzes, tests and games

program outline :

1). Foundational Module:


(Duration: 2 Days )

[For ALL Facilitator/Leader/Member]


At the end of the course, participants will be able to …

  • Describe the purpose, benefits and method of QCC operations
  • Utilize simple QCC techniques and problem solving skills at their workplace
  • Practice the skills for effective participation in QCC activities
  • Present QCC activities to their management.
  • Foster closer human relations within fellow workers through group dynamics and work as a team
  • Increase participation, solve problems and develop the feeling of importance through QCC activities

This course is also available in Malay language, click here 'Pasukan Kawalan Mutu (QCC/ICC)' for the course outline.

  • About QCC/ICC:
    Introduction: What is QCC/ICC?  History of QCC/ICC.
    QCC/ICC benefits and problems.
    Role of Management, QCC/ICC Facilitator, Leaders, Members
    Definition of Quality.
    PDCA: Problem solving approach and creativity
    Usage of 7 QC Tools
    QC Story: Presenting your team’s improvement activities
  • Case Study Exercise 1 :
    Case Study 1
    QC Tools and applications
    Systematic problem solving steps.
    Using Brainstorming technique
    Using 5Whys and 5W+1H questioning techniques
  • Group problem solving techniques:
    Understanding Motivation, Teamwork, Commitment and Productivity
    Understanding group behaviors
    Why teamwork is important?
    Effective communication
    Basic interpersonal skills
  • Forming Start-up QCC
    Forming a start-up QCC to solve work related problems
    Conducting effective QCC/ICC meetings and proceedings
    Do’s & Don’ts in QCC.
  • Case Study Exercise 2:
    Case Study 2
    Application of PDCA Cycle
    Application of 7 QC Tools
  • QCC Presentation:
    Presenting the Step-By-Step QC Story
    What do Management look for in QCC Presentations
    Group presentation
    QCC Implementation Plan
    Do's & Don't in QCC Implementation



2). Foundational Module:


(Duration: 2 Days )

[For ALL Facilitator/Leader]


At the end of the course, participants will be able to...

  • Understand the purpose, benefits and methodology of QCC operation.
  • Identify the role and responsibilities of a QCC facilitator.
  • Facilitate QCC meeting effectively using systematic Problem Solving techniques.
  • Conduct Effective Meetings and get participations from QCC members
  • Get team members to effectively present QCC activities to the management using the standardized QC Story format.
  • Guide and facilitate QCC members to complete QCC projects/activities successfully.
  • Deal with challenging situations and handle conflicts in QCC.





  • About QCC/ICC (Revision):
    Brief history of QCC/ICC.
    QCC/ICC benefits and problems.
    Role & responsibility of Management, QCC/ICC Facilitator, Leaders, Members
  • QCC Formation Exercise:
    Case Study 1: Forming a start-up QCC to solve work related problems.
    QC Tools and applications
    PDCA - - Systematic problem solving steps.
    Brainstorming and questioning techniques
  • Roles & Responsibilities of QCC Facilitator/Leader
    Role and function of  QCC Facilitator/Leader
    Leader's role & responsibilities
    Facilitator’s role & responsibilities
    Understanding Motivation, Teamwork, Commitment and Productivity
    Motivating QCC leaders and members.
    Establishing group climate, Norms, ground rules
    Ensuring full participation
    Ensuring commitments to actions
  • Effective Meetings Skill
    Conducting effective QCC/ICC meetings and proceedings
    Utilizing group processes to facilitate participation:
     - Individual techniques
     - Small Group techniques
     - Summarizing discussions
  • QCC Presentation Exercise
    Case Study 2: QC Story Presentation
    Application of PDCA Cycle
    Application of 7 QC Tools
    QCC Implementation Plan
    Training & facilitating QCCs to present
  • Dealing with Challenging Situations
    Stages of team development and sensitivity
    Handling disruptive behavior
    Handling conflict in QCC
    Coaching for performance.
    Get meetings moving
  • Exercises
    Individual presentation.
    Role-play and group exercises



3). Skills Building Module:


(Duration: 1 Day )

[For ALL Facilitator/Leader/Member]


At the end of the course, participants will be able to …

  • Identify the importance & benefits of systematic PDCA approach to effective problem solving & quality improvement.
  • Distinguish between the causes and effects of problems
  • Identify when, where and how to use the analytical techniques in each phase of the PDCA cycle.
  • Experience and apply the problem solving & quality improvement techniques using case studies.
  • Solve work problems effectively as a team


  • Introduction:
    What is Quality?
    What is Deming’s PDCA Cycle?
    Japanese practice of KAIZEN at workplace.
  •  PDCA Techniques to: An overview
    Continuous improvement cycle – PDCA cycle
    What are the QC tools used in each phase?
    Planning for PLAN, DO, CHECK, ACT phases
  •  PLAN Phase:
    Identifying performance gap
    Exercise: Define problem statement
    Understanding Current Situation
    Exercise: Is there a need to contain the problem?
    Exercise: Prioritize problems using Pareto (80/20) Principle
    Root cause analysis: Identification of where the problem IS and IS NOT.
    5 W’s and 2 H’s questioning technique.
    Exercise: Brainstorm & using Ishikawa’s Fish Bone Diagram
  •  DO Phase:
    Planning out what further information needed
    Exercise: Verify it is actually the causes.
    Proposing & selecting best solution.
    Plan for implementing and monitoring the results.
  •  CHECK Phase:
    Check solutions
    Exercise : Verify the 'Before & After' effects
    Validating impact to root causes.
    Exercise: Using QC Tools to verifying results against goals
  •  ACT Phase:
    Embedding solution for long-term measures
    Standardizing and proliferation to other similar processes.
    Exercise: Next-Step Actions plan



4). Skills Building Module:


(Duration: 2-Days )

[For ALL Facilitator/Leader/Member]

At the end of the course, participants will be able to …

  • Recognize and use the power of each of the 7 QC Tools
  • Construct the QC tools accurately in a fast pace manner using MS Excel software
  • Interpret and make accurate quality improvement decisions using the correct tools
  • Solve problems effectively using a systematic and scientific process
  • Experience team dynamics in solving problems
  • Use the MS Excel working templates to quickly analyze & solve problems back in their workplace.

**Special note
-Computers (preloaded with MS Excel 2007 or above software) should be made available for participants to practice hands-on. Excel working templates will be provided to speed up the construction of the QC tools.

-Participant with prior knowledge/skill of basic MS Excel 2007 (e.g. edit tables, using formula, charting, etc) will help complement the accelerated learning objectives of this course

This course is also available in Malay language, click here '7 Alat-Alat Kawalan Mutu (7Alat QC)' for the course outline

  • 1). Introduction :
    Importance of using data/facts for problem solving.
    What are the 7 QC Tools?
    7 QC Tools used in PDCA problem solving cycle

2). Understanding Data
Types of data
Understanding Variations, Central Tendency & Dispersion
Using MS Excel to analyze data
Using MS Excel to construct QC Tools.

3). 7QC Tools & Its applications
Tool 1 : Histogram to analyze distribution of data
Characteristics of histogram
How to construct histogram & interpret the data.

Tool 2: Check Sheet for data collection
Various types of check sheets
Choosing suitable type of check sheet

Too 3:  Pareto Diagram to prioritize problem
How to prioritize what problem to work (80/20 rule)
How to construct Pareto Diagram.

Tool 4: Graphs for presentation & monitoring progress
Type of graphs, which graphs to use?
Flowchart & it purpose

Tool 5: Cause & Effect (Fishbone) Diagram to identify possible root causes
Characteristics and application of Cause & Effect diagram
How to construct a fishbone diagram.  The Do’s/ Don’t’s.

Tool 6: Scatter Diagram to study the relationship between different parameters.
Characteristics and application of Scatter Diagram
How to construct & interpret scatter diagrams.

Tool 7: Introduction to Control Charts (for process monitoring).
Different types of control charts
Special & Common causes in control chart.
How to construct basic control charts.

Other Subjects Also Covered in the Program:
Questioning techniques: '5xWhy', 1H+5W
Teamwork: Working as a team.
Brainstorming technique
Constructing QC Tools fast & accurate using MS Excel




5). Skills Building Module:


(Duration: 3-Days )

[For Leader/Member who are preparing for QCC/ICC competitions]

At the end of the course, participants will be able to:

  • Recognize the importance of Team Presentation skills at the workplace.
  • Convince the management on the purpose and benefits of Quality Improvement projects and activities through systematic and effective presentations.
  • Develop the quality improvement storyline and learn effective presentation techniques to showcase their problem solving skills and teamwork.
  • Handle questions effectively.
  • Foster closer human relations within fellow workers through group dynamics and work as a team.
  • Increase participation and develop the feeling of importance for organizational excellence

**Special note
-Video-taping and feedback sessions are time consuming activities. Therefore, the class size for this course should not be more than 12 persons..

-Participants are required to fill up a pre-course survey form and prepare a 3-minutes presentation prior to attending this course.

This course is also available in Malay language, click here 'Kemahiran Presentasi QCC/ICC)' for the course outline


  • Introduction:
    Why is presentation skill so important?
    Introduction to QCC/ICC project presentation style.
    QCC/ICC competition judging criteria.
    Role of project team members in presentation.
  • Small Group Activities Quality Improvement Basics
    Understanding and presenting the PDCA improvement cycle.
    Demonstration of Systematic Problem Solving Steps.
    Creating Quality Improvement Storyline
    Using and presenting QC Tools and applications
  • Preparation for Presentation:
    Define clearly the objective of presentation.
    Analyze the audience.
    Structuring your presentation systematically
    Critical success factors, keywords, voice.
    Gathering presentation materials/data
    Correct usage of presentation aids and quality tools used.
  • Formatting your presentation:
    Outlining your Quality Improvement (QI) Story
    Data analysis and correct presentation QC Tools and applications
    Sequencing the PDCA: Using standardized step-by-step problem solving approach
    Emphasis points
    Sharing experiences: Teamwork, Brainstorming, techniques learnt, creativity found
  • Rehearsing your presentation:
    Exploring your comfort style
    Getting feedback
    Anticipation and how to overcome obstacles
    Handling questions
    Teamwork in rehearsal
    Overcoming stage fright
  • Exercises:
    Case Studies
    Individual and group presentation exercises
    Video-taping session
    Application of PDCA Cycle/7 QC Tools
    Project/Quality improvement (QI) story
    Role play

6). Skills Building Module:


(Duration: 2-Days )

[For ALL Facilitator/Leader/Member]

At the end of the course, participants will be able to:

  • Understand what it takes and how to improve Quality & Productivity at the workplace.
  • Recognize management approaches that satisfy customers through:
     - cost competitiveness and increase productivity
     - high quality products/services
     - speed of delivery, and innovation.
  • Learn what is GEMBA KAIZEN and how to continuously improvement one’s workplace.
  • Implement simple and practical 5S+1S Housekeeping Principles to improve productivity and safety.
  • Practice simple Visual Management activities at workplace.
  • Understand how we can achieve Zero Defects Quality through POKA-YOKE practices.
  • Appreciate teamwork and experience working as a team.


This course is also available in Malay language, click here 'Meningkatkan Kualiti & Produktiviti Di Tempat Kerja)' for the course outline


    What is Quality?
    What is Productivity?
    Benefits of quality & productivity enhancements.
    Workers’ responsibilities towards quality & productivity improvements.
    Japanese factories – well known for its quality& productivity excellence.  How and why?
    What is waste?  How reduction of wastes can improve productivity & quality?
    7 types of wastes in manufacturing.
    Simple KANBAN system to track inventory
    Practical 5S + 1S practices and the elimination of wastes
    Video:  5S Good Housekeeping Principles
  • GEMBA KAIZEN: Continuous Improvements:
    What is GEMBA KAIZEN?
    Why & how can we implement improvements continuously?
    Practical Gemba Kaizen: Visual Management practices in manufacturing
  • POKA-YOKE:  Zero Defects
    What is POKA-YOKE?
    Strategies for Zero Defects?
    10 types of human mistakes.
    Exercises: Designing practical POKA-YOKE system.
    Principles for POKA-YOKE improvements.
    Making suggestions for POKA-YOKE.
    Simple & practical basic production planning methods.
    Why plan?
    How to control production achievements.
    Exercise: Practical production scheduling and actions plan.
Note : The above 6 modules can be further customized to suit customer's requirements.
administrative details :
Duration : As per module (pls see table above)
Time : 9.00am - 5.00pm
Venue : In-house program
Language medium : English/Bahasa Malaysia
Class Size : Maximum 20 participants per class unless specified otherwise
Trainer :
Nelson Kok (please click here to see trainer's profile)
***Please contact ME for more INFORMATION on how to customize these courses for your organization ****
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