Quality Management and Productivity
Course Description
This course examines the concepts of continuous improvement and quality management, viewing quality as a systematic process that improves customer satisfaction. The course covers methodologies that will aid managers in assuring that the organization's quality system is effectively meeting the organization's continuous improvement goals.
Topics and Objectives
Total Quality Management
- Define total quality management (TQM).
- Identify how globalization impacts quality management.
- Compare and contrast traditional management styles with quality-focused management styles.
Strategic Planning and Customer Satisfaction
- Determine the relationship between an organization's process improvement plan and its strategic plan.
- Describe the role of TQM in manufacturing, service, government, and non-profit organizations.
- Provide examples of how to measure customer satisfaction.
- Express the importance of leadership as it relates to quality.
Data Collection and Quality Management Tools
- Utilize quality management tools to collect and present data.
- Recommend quality improvement strategies based upon data collected.
- Identify various types of processes and describe how process analysis can be useful in quality improvement.
Process Improvement
- Define variation and explain why it is important to total quality management.
- Explain how TOC, Lean, and Benchmarking can be used to improve organizations.
- Identify the structure used for Six-Sigma and describe the Six-Sigma DMAIC process.
Quality Implementation
- Summarize the requirements for creating and implementing a quality process.
- Outline the steps necessary to adopt a quality management system in an organization.