Course Number 012 - Introduction to Quality Management

This 10-week course introduces and builds basic skills in Quality Management and the responsibilities of the Quality Manager in an organization.

Topics include:

• Total Quality Management (TQM) & Continuous Improvement

• Project Management

• Strategic Quality Planning

• Customer Satisfaction

• Human Resource Management

• Training and Education

This course covers Quality Management (QM) concepts, tools, and techniques that you can immediately apply on the job to improve your organization. Provides a comprehensive review of philosophies, concepts, and techniques for managing, controlling and improving quality within the context of Malcolm Baldrige National Quality Award (MBNQA) performance Excellence Criteria. Although not designed as a certification refresher, this course will help seasoned quality professionals brush up on the key elements of QM.

·        Principles of Total Quality Management – Concepts, tools and techniques.

·        Creating a Customer Focus –MBNQA Criteria, Designing Quality into services, Customer Relation Management (CRM), and Quality Function Deployment (QFD).

·        Organizational Leadership and Strategic Planning - MBNQA Criteria, Hoshin Planning, Strategic Management Process.

·        Quality Measurement Methods – Tools for data collection and analysis, Quality Cost Analysis, Activity Based Costing and Operations Performance.

·        Methods for Continuous Improvement – Benchmark, Kaizen, lean, Value Engineering and Analysis, Poka-Yoke, and JIT methods.   

·        Process Management- Work Process Design, Work Process Management, Work Process Improvement, and Sustainability.

·        Group Dynamics – Team Formation Process, Different Types of Teams, Empowerment and Delegation, Change Management, and organizational Processes that Foster Teamwork.

·        Business Results – MBNQA Criteria, Product Outcomes, Customer-Focused Outcomes, Process Effectiveness Outcomes, and Leader Outcomes.

Please email about classes, registration, or any other questions or concerns you may have.