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Home > Professional Development > Management & Leadership > Quality Management
Quality Management
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| Learning Method: |
Instructor Led |
Overview: |
| In this course, students will learn how to understand the quality management process and identify ways to improve the quality of your organizations product and/or service. |
Outline: |
Lesson 1: Fundamentals of quality management
- Defining quality management
- The Quality movement
- Quality in daily management
- Incorporating improvements into daily management
- Processes
- Variation in processes
- Causes of variation
Lesson 2: The costs of quality
- Relationship between quality and cost
- Identifying the costs of quality
- Quality requirements for products or services
- Management's responsibilities
Lesson 3: Customer orientation
- Understanding customer orientation
- Importance of customer orientation
- Becoming customer-oriented
- Conducting customer research
- Benefits of customer orientation
- Satisfying customers
- Financial incentives from developing loyal customers
Lesson 4: Understanding current performance
- Flow charts
- Benefits of using flow charts
- Using flow chart symbols
- Using a functional flow chart
- Check sheets
- Creating a check sheet
- Histograms
- Creating a histogram
- Interpreting a histogram
- Run charts
- Creating a run chart
- Interpreting a run chart
- Control charts
- Using a control chart
Lesson 5: Causes of problems
- Cause-and-effect diagrams
- Creating a cause-and-effect diagram
- Reviewing a cause-and-effect diagram
- Pareto charts
- Creating and analyzing a Pareto chart
- Scatter diagram
- Creating and interpreting a scatter diagram
- Interrelationship diagrams
- Creating an interrelationship diagram
Lesson 6: Ideas and organization
- Brainstorming
- Steps for brainstorming
- Affinity diagrams
- Using an affinity diagram
- Activity network diagrams
- Creating an activity network diagram
- CPM and PERT
- Network planning
Lesson 7: Preparing to change processes
- Managements role
- Understanding management's responsibilities
- Preparing for leading process improvement
- Planning for improvements
- Selecting a process
Lesson 8: A path for change
- Process managers
- Understanding process managers' responsibilities
- Establishing a process improvement team
- Flow charts in process improvement
- Using flow charts
Lesson 9: Implementing changes
- Understanding processes
- Elements of a process
- Streamlining a process
- Measuring processes
- Measuring a process
- Understanding the importance of measurement
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