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| Course Details [choose new course] [printable version] |
| Quality Management |
| Course Number: AP0332 |
| Category: Business Skills |
| Duration: 1.00 day |
Description
This ILT Series course teaches students the fundamentals of quality management, the costs of quality, and how to achieve quality through customer orientation. Students will learn how to achieve daily quality management, identify variation in processes, control costs, and analyze a company's current performance and problem causes. Course activities also cover creating flow charts, check sheets, histograms, run charts, control charts, cause-and-effect diagrams, Pareto charts, scatter diagrams, interrelationship diagrams, affinity diagrams, activity network diagrams, and brainstorming. Students will also learn how to prepare and implement quality changes, select processes for improvement, assign a process manager, establish a process improvement team, and create a process flowchart, and measure process performance. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Objectives
Upon successful completion of this course, students will be able to:
- define quality management and variations in process.
- identify the costs associated with managing quality.
- build a loyal customer base by becoming customer oriented.
- use charts and check sheets to analyze current quality performance.
- use charts and diagrams to determine the causes of quality problems.
- brainstorm and organize quality management activities.
- prepare to change processes.
- create a path for change using process analysis and flow charts.
- implement quality changes.
Outline
- Unit 1: Fundamentals of quality management
- Topic A: Defining quality management
- Topic B: Processes
- Unit 2: The costs of quality
- Topic A: Relationship between quality and cost
- Unit 3: Customer orientation
- Topic A: Understanding customer orientation
- Topic B: Benefits of customer orientation
- Unit 4: Understanding current performance
- Topic A: Flow charts
- Topic B: Check sheets
- Topic C: Histograms
- Topic D: Run charts
- Topic E: Control charts
- Unit 5: Causes of problems
- Topic A: Cause-and-effect diagrams
- Topic B: Pareto charts
- Topic C: Scatter diagram
- Topic D: Interrelationship diagrams
- Unit 6: Ideas and organization
- Topic A: Brainstorming
- Topic B: Affinity diagrams
- Topic C: Activity network diagrams
- Unit 7: Preparing to change processes
- Topic A: Management's role
- Unit 8: A path for change
- Topic A: Process managers
- Topic B: Flow charts in process improvement
- Unit 9: Implementing quality changes
- Topic A: Understanding processes
- Topic B: Measuring processes
- B-1: Measuring a process
- B-2: Understanding the importance of measurement