Course Description:

Quality is a strategic business weapon, so everyone in an organization needs to share a common understanding of how it’s techniques help improve customer satisfaction, minimize costs and maximize value.

Course Goal:

To enhance the participants knowledge, skills and abilities necessary to learn the advanced concepts and techniques of systemic approaches to quality management (QM) and to providing the rationale for using the QM system and the motivation to learn more.

Course Objective:

By the end of this Course the participant will be able to:

• Identify or Define:
  1. Quality
  2. Malcolm Baldrige National Quality Award
  3. ISO International Quality Standards
  4. Demings, Juran, and Crosby
  5. Taguchi Concepts
• Explain:
  1. Why quality is important
  2. Total Quality Management (TQM)
  3. Pareto charts
  4. Process charts
  5. Quality robust products
  6. Inspection

Course Outline:

• Quality and Strategy
• Defining Quality
  1. Implications of Quality
  2. Malcolm Baldrige National Quality Award
  3. Cost of Quality (COQ)
• International Quality Standards
  1. ISO 9000
  2. ISO14000
• Total Quality Management
  1. Continuous Improvement
  2. Employee Empowerment
  3. Benchmarking
  4. Just-in-Time (JIT)
  5. Taguchi Concepts
  6. Knowledge of TQM Tools
• Tools of TQM
  1. Check sheets
  2. Scatter Diagrams
  3. Cause-and-Effect Diagram
  4. Pareto Charts
  5. Flow Charts
  6. Histograms
  7. Statistical Process Control (SPC)
• The Role of Inspection
  1. When and Where to Inspect
  2. Source Inspection
  3. Service Industry Inspection
  4. Inspection of Attributes vs. Variables
• TQM in services