TABLE 2.

Training modules

Training module	Contents
Performance management	Definition
	Competitive assessment vs. coaching or development
	Dealing with poor performers
	Setting goals
	Talent development plans
	Performance appraisals
	Recognition ideas
Communication	7 C’s of communication
	Communication in writing, face-to-face
	Active listening
	Common mistakes
	Effective meetings
	Dealing with unhappy customers
Customer service	Who are our customers?
	Who impacts our customers?
	What do our customers expect and deserve?
	Communication (internal and external)
	Technique for dealing with unhappy customers
QMS requirements	Details of quality system essentials (organization, customer focus, facilities and safety, personnel, purchasing and inventory, equipment, process management, documents and retention, information management, nonconforming events, assessments, continual improvement)
How to prepare SOPs	Review of SOP template and discussion of required detail for each section (see Fig. 4)
Preparing for quality audit	Planning for an audit
	What is “fair game” for auditors?
	What is off-limits to auditors?
	Management alignment to QMS
	Do’s and don’t’s during an audit
	Communication and behavior during an audit
	Basic agenda for 1-day audit (opening meeting with management, tours of labs, review of SOPs, interviews of core staff, closing meeting with management)