The Quality System Overview
- Course Introduction
- Section Introduction
- Defining Quality
- Total Quality - Principles, Practices, Techniques
- Levels of Quality
- Section Closure
Total Quality in Organizations
- Section Introduction
- Quality in Manufacturing and Services
- Quality in Health Care,Education,Small Businesses,Non-Profits,and Public Sector
- Section Closure
Total Quality Philosophies and Frameworks
- Secton Introduction
- Deming Philosophy Foundations
- Deming's 14 Points
- The Juran and Crosby Philosophy
- Quality Management Frameworks - The Malcolm Baldrige Award
- Quality Management Frameworks - International Programs
- Section Closure
Leadership and Strategic Planning
- Section Introduction
- Leadership for Quality
- Strategic Planning
- Section Closure
Customer Focus
- Section Introduction
- Customer Satisfaction and Loyalty
- Identifying Customers. Customer Information.
- Customer Relationship Management
- Measuring Customer Satisfaction
- Section Closure
High Performance Workforce Management
- Section Introduction
- Principles of Engagement and Motivation
- Designing High Performance Work Systems - Part 1
- Designing High Performance Work Systems - Part 2
- Managing and Sustaining the Work System
- Section Closure
Process Management
- Section Introduction
- Business Processes. Designing Work Processes.
- Process Control and Improvement
- Section Closure
Performance Measurement and Information Management
- Section Introduction
- The Scope of Performance Measurement
- Designing Effective Performance Measurement Systems
- Analysing and Using Performance Data
- The Cost of Quality
- Knowledge Management
- Section Closure
Building and Sustaining Performance Excellence in Organizations
- Section Introduction
- Organizational Culture and Performance Excellence
- Change Management
- Sustaining the Quality Organization
- Section Closure
Six Sigma and Process Improvement
- Section Introduction
- Six Sigma Methodology
- Tools for Process Improvement
- Lean Tools
- Section Closure
Quality Cost Management
- Quality Costs
- Quality Cost Measurement
- Quality Costs Reporting
- Quality Costs and Decision Making
- Quality Cost Control - Choosing a Standard
- Quality Cost Control - Performance Reports
- Course Closure
