Introduction to Quality Management

  1. Introduction and Basics
    1. Focusing quality on getting business results
    2. Management systems (Baldrige and ISO 9001)
    3. Quality evolution
    4. QM goals and core values/principles
    5. Using a learning and action log to increase class value back on the job
  2. Leadership, Organizational, and HR Issues
    1. Communicating and learning styles
    2. Motivational concepts
    3. Management theories and styles
    4. Organizational structures
    5. Team evolution, roles, and making teams effective
    6. Mager's model for analyzing performance problems
    7. Training needs analysis, development, delivery, and improvement
    8. Kirkpatrick's four levels of evaluating training effectiveness
  1. Strategic Planning
    1. Strategic planning and deployment model
    2. Mission, vision, values
    3. SWOT, gap analysis, and benchmarking
    4. Long and short-term goals
    5. Setting and implementing plans
    6. Current examples - balanced scorecard, policy deployment, scenario planning
  2. Customer and Market Focus
    1. Market segmentation and customer knowledge
    2. Determining and deploying customer needs, including QFD
    3. Customer survey feedback process
    4. Methods to depict survey results graphically
    5. Customer relationship enhancement
  3. Information and Analysis
    1. Managing by facts - the foundations
    2. Assuring the reliability of measures
    3. Statistical thinking
    4. Process control with control charts and determining the capability of a process to meet specifications
    5. Analysis of data
  4. Process Management
    1. Maintaining the current state
    2. World class improvement process
    3. Supplier quality management
    4. Project management
    5. Getting improved results

Return to Course Description