- 1.1 Discuss the history of quality.
- 1.2 Define quality.
- 1.3 Explore the principles of total quality.
Introduction to Quality Improvement
In this course, you will explore quality improvement and quality management. You will start by looking at the definition and history of quality, and then will move on to examine the foundations of quality management. From there, you will examine quality process design and control, as well as methods for improving quality. You will also learn about quality management systems and standards. You will also explore the impact strategic planning has on quality, as well as the impact management of supply chain, supplier relationships, and customer relationships has on quality. You will examine how quality affects customer satisfaction, and how an organization’s structure affects quality. Additionally, you will look at quality management tools, techniques, and costs. You will also explore the role of employees and teams in quality management and the importance of quality leadership. Finally, you will take a closer look at managing quality improvement projects and implementing and evaluating quality management systems.
- 2.1 Describe the foundations of quality management and performance excellence established by quality management thought leaders.
- 2.2 Explain international perspectives on quality management.
- 3.1 Describe the scope and design of quality processes.
- 3.2 Identify process variation and statistical process control.
- 4.1 Explain the improvement aspect of process management.
- 4.2 Outline approaches to continuous and breakthrough improvement.
- 4.3 Discuss the value of creativity and innovation to process and product design, control, and improvement.
- 5.1 Compare and contrast ISO 9000, Six Sigma, Lean, and the Baldrige Award criteria.
- 5.2 Describe the characteristics and impact of quality management systems and standards such as QS 9000, TS 16949, and ISO 14000, including the auditing process.
- 6.1 Discuss strategic management concepts, such as competitive advantage and benchmarking.
- 6.2 Identify the relationship between strategic planning, quality, and customer satisfaction.
- 7.1 Define quality implications in customer-supplier relationships.
- 7.2 Describe concepts such as Just-in-Time/Lean manufacturing to manage and eliminate waste in manufacturing processes.
- 8.1 Describe value from a customer’s perspective and the key elements of customer satisfaction.
- 8.2 Describe the features of an effective, customer-focused organization driven by the relationship between quality and customer needs.
- 9.1 Differentiate between functional structure and process structure.
- 9.2 Explain the impact of organizational culture upon change management and continuous improvement.
- 9.3 Explain the role of education and training programs in building effective organizations.
- 10.1 Discuss tools and techniques used to measure and improve quality.
- 10.2 Explore the cost factors of managing quality.
- 11.1 Discuss the importance of employees to organizational quality.
- 11.2 Explore methods for developing quality teams.
- 11.3 Describe methods for engaging and empowering employees and teams, including goal-setting and effective communication.
- 12.1 Describe the expectations of quality leadership.
- 12.2 Discuss the ethical implications of total quality management leaders must consider.
- 12.3 Define Baldrige award criteria in developing leaders.
- 13.1 Define project management, as it contrasts to process management, and its implications for quality.
- 13.2 Discuss methods for scheduling and budgeting projects.
- 14.1 Describe types of quality systems use to measure effectiveness.
- 14.2 Explain methods for measuring organizational success and business results.
- 14.3 Discuss challenges for implementing and evaluating quality and consider how these challenges may be addressed.
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