Quality Management

Course Outline

Duration: 1 Day

Description: This 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.

Course Contents:

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: Manment'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